Technical Support Specialist

Location: Vizianagaram

Job Summary:

The Senior Technical Support Specialist is a pivotal role responsible for delivering advanced technical support (L2 & L3), managing IT assets, and driving strategic initiatives to enhance IT operations. The role combines hands-on troubleshooting with strategic contributions in areas such as IT asset lifecycle management, SaaS platform optimization, vendor relations, policy development, security compliance, and process automation. This role also collaborates with Cybersecurity, Compliance (QCRM), HR, Finance, and Legal teams, and provides mentorship to junior IT staff.

About the Role
The Senior Technical Support Specialist is responsible for delivering advanced technical support, managing IT assets, and driving strategic initiatives to enhance IT operations.

Responsibilities

IT Operations & Service Management
Manage IT support operations for a primarily remote, global workforce spanning multiple time zones.
Analyze IT support requests and trends to identify opportunities for process improvements and automation to enhance operational efficiency and employee experience.
Support the deployment, optimization, and maintenance of IT tools and SaaS platforms essential for payroll, HR, and finance operations.
Collaborate with HR, Payroll, Legal, Finance, and Security teams to align IT services with organizational needs and compliance requirements.

Advanced Technical Support (L2 & L3)
Act as an escalation point for complex technical issues, including hardware, software, SaaS, and network-related incidents.
Proactively identify and remediate system vulnerabilities, working closely with IT Security to protect sensitive payroll and employee data.
Manage and resolve high-priority incidents, minimizing disruption to global operations.

Strategic IT Procurement & Vendor Management
Develop and oversee cost-effective IT procurement strategies, covering hardware, software, and SaaS platforms.
Manage vendor relationships, negotiate contracts, and ensure compliance with service level agreements (SLAs).
Evaluate and onboard new vendors and solutions that meet business, compliance, and security needs.

IT Asset & License Management
Manage the entire lifecycle of IT assets, from procurement to secure disposal, for both remote and onsite employees worldwide.
Ensure accurate tracking and compliance with software licensing, contracts, and audit requirements.
Maintain up-to-date inventories aligned with SOC 2, ISO 27001, and other regulatory frameworks.

User Access & Endpoint Management
Administer Google Workspace, including user provisioning, access management, and multi-factor authentication (MFA).
Manage Google Credential Provider for Windows (GCPW) for secure SSO integration.
Oversee endpoint security and device compliance using Manage Engine Endpoint Central, ensuring global alignment with security policies.

Compliance, Audits & Security Alignment
Support and coordinate activities for SOC 1 & SOC 2 Type 2, ISO 27001, GDPR, and other regulatory audits.
Conduct regular access reviews, system audits, and security assessments, ensuring ongoing alignment with company policies.
Partner with IT Security to ensure that IT operations meet global data protection and privacy requirements.

End-User Security Risk Mitigation (Cybersecurity & QCRM Collaboration)
Collaborate with Cybersecurity and QCRM (Quality, Compliance, and Risk Management) teams to identify, assess, and mitigate end-user-related security risks.
Support security incident investigations, coordinating remediation efforts affecting end-user systems.
Implement preventive controls, user security training, and enforcement of security policies to address end-user risks.

Policy and Procedure Development
Develop, review, and maintain IT policies, standard operating procedures (SOPs), and security guidelines, aligned with business needs and regulatory frameworks.
Collaborate with Compliance, Security, HR, and Legal teams to ensure policies are actionable, communicated, and effectively adopted.
Lead initiatives to increase awareness and adherence to IT policies through training, communication, and documentation.

Desktop Support Process Design & 24/7 On-Call Support Planning
Design and implement scalable desktop support processes with clearly defined escalation and resolution paths.
Establish and maintain a 24/7 on-call support roster ensuring continuous global coverage.
Regularly review and optimize the on-call process to adapt to organizational growth and evolving global support needs.

User Access & Endpoint Security…