IT Support Analyst III

Salary Range: $95,000.00 To $ Annually

Join us on the journey to help build the world using applied robotics and AI!

Novarc Technologies is a full-stack robotics company helping to build the world using applied robotics and AI. Recognized as one of the fastest-growing companies in the Americas by the Financial Times for two consecutive years, we are at the epicenter of innovation and global expansion. Join our dynamic team as we extend our reach across four continents, blending pioneering welding technology with a profound global impact.

It's a captivating time to be part of our journey – here, you'll do more than just work; you'll be an integral part of a movement shaping the tech-driven future.

Novarc Technologies is seeking a meticulous, highly organized, and detail-oriented IT Support Analyst II I to manage and oversee the company’s IT function.

Summary:

The IT Support Analyst III is a critical member of our IT team, providing escalated technical support for desktop systems, network infrastructure, server environments, and cloud platforms. This role serves as a primary point of escalation from the Tier I and II helpdesk teams, resolving complex technical issues, maintaining a secure IT environment, and ensuring minimal disruption to business operations. Additionally, the IT Support Analyst III will be responsible for the administration and maintenance of our Google Workspace environment, ensuring optimal performance, security, and automation of routine tasks.

Employment Type:

Full-time, Permanent

Escalated Technical Support:

Serve as the primary point of escalation from Tier I and Tier II support for complex desktop, network, and server-related issues.

Diagnose and resolve advanced hardware and software problems across Windows, macOS, and Ubuntu environments.

Provide advanced troubleshooting for network connectivity, printing, and other technical issues.

Document all support activities, resolutions, and root-cause analyses in the IT ticketing system.

Manage and execute backup and disaster recovery restore services as required.

IT Security and Access Management:

Act as a frontline defender for IT security by monitoring, managing, and responding to alerts from endpoint protection (EDR/Antivirus) systems, specifically Sophos.

Enforce identity and access management (IAM) best practices, ensuring the principle of least privilege is applied across all systems and directories.

Assist in vulnerability management by ensuring timely OS and third-party application patching across desktop and server environments.

Promote security awareness among end-users and assist in the remediation of security incidents (e.g., phishing reports, malware containment).

Network, Server, and Cloud Support:

Perform network administration tasks, including troubleshooting connectivity issues, managing network devices, and monitoring network performance.

Provide server support, including server maintenance, patching, and troubleshooting for Windows and Linux (specifically Ubuntu) servers.

Assist in the administration, monitoring, and support of corporate cloud environments (e.g., AWS, Azure, or GCP).

Experience with Sophos and Ruckus devices is a strong asset.

Assist with the design, implementation, and maintenance of network and server infrastructure.

Application installation, maintenance and support.

Google Workspace Administration:

Manage user accounts, groups, and permissions within Google Workspace (experience with automation tools like GAM is a plus).

Configure and maintain Google Workspace applications, including Gmail, Drive, Calendar, and Meet.

Implement, enforce, and audit security policies and compliance for Google Workspace.

Provide training and support to users on Google Workspace applications.

Ensure that data protection mechanisms and backups are in place and operating properly.

Documentation, Mentorship, and Training:

Create and maintain technical documentation, including knowledge base articles and troubleshooting guides.

Mentor, train, and provide technical guidance to Tier I and II help desk staff.

Assist in the creation and refinement of IT standard operating procedures (SOPs).

Project Support:

Assist with, and occasionally lead, IT projects as assigned by the Director.

Contribute to the evaluation, testing, and implementation of new technologies.

Other duties as assigned.

Minimum of 3-5 years of experience in an advanced desktop support, systems administration, or Tier III support role.

Bachelor's degree in Information Technology or a related field, or equivalent hands‑on experience.

Strong, in‑depth knowledge of Windows, macOS, and Ubuntu operating systems for end‑user support.

Proficiency in diagnosing and troubleshooting complex hardware and software issues.

Solid understanding of operational cybersecurity principles (IAM, MFA, endpoint protection, vulnerability management) and experience managing security tools.

Solid experience with network…