[Hiring] IT Support Specialist @Boundless Life

Role Description

As our first dedicated IT Support hire, you’ll own day-to-day technology support for a distributed team and a distributed footprint:

• Internal staff spread across 30 countries
• Hubs (co-working space), homes, and Education Centres infrastructure that families rely on at each of our eight destinations

This is a remote-first role — most of what you do is solved over a ticket, a call, or a remote session, but you’ll coordinate closely with local teams and vendors on the ground, and some travel to destinations should be expected (for launches, major issues, or infrastructure upgrades).

You will collaborate with teams across every destination to keep our technology quietly working for everyone by:

• Running day-to-day helpdesk support for 200+ team members across 30 countries: hardware, software, accounts, and access issues, via a Slack ticketing system, with clear SLAs
• Managing the device lifecycle: procurement, setup, and configuration of laptops and equipment for new hires; secure offboarding and asset recovery for departures
• Troubleshooting network and connectivity issues remotely, working with non-technical staff on the ground to diagnose and fix problems
• Maintaining a baseline of shared tech at each destination (co-working equipment, printers, wifi) in partnership with local teams
• Managing relationships with external IT vendors and local providers across multiple countries (hardware, ISPs, security tools), including contract and renewal tracking
• Flagging recurring issues or infrastructure gaps as we open new destinations (e.g. Annecy, second Spain location) and helping scope IT needs for new sites ahead of launch
• Ensuring seamless information flow within the team, mostly asynchronously and across time zones

You will be responsible for:

• Owning core SaaS/IT tooling administration (identity & access management, Google Workspace or equivalent, Slack, device management/MDM, internal ops tooling), provisioning, permissions, and security hygiene
• Owning IT security basics for a distributed company: device encryption, password/MFA policy, phishing awareness, and data protection practices aligned with GDPR given our multi-country footprint
• Building and maintaining internal documentation (setup guides, FAQs, troubleshooting runbooks) so common issues are self-serve wherever possible
• Keeping asset, vendor and licence records accurate and current across all destinations
• Success metric: ticket resolution time against SLA, internal satisfaction with IT support, and uptime of shared tech at each destination

Qualifications

• 2+ years experience in IT support, helpdesk, or IT and Technology operations, ideally in a distributed/remote-first or multi-site organization
• Solid working knowledge of Google Workspace (or Microsoft 365), MDM/endpoint management tools, and common SaaS identity/access tools
• Comfortable troubleshooting network and connectivity issues remotely, and coordinating with non-technical, on-the-ground staff to diagnose and fix problems
• Experience managing vendors and service providers across multiple countries or time zones
• Strong written communication. You’ll support colleagues across many cultures and time zones mostly asynchronously
• A practical, calm, service-oriented approach: you enjoy being the person who makes tech quietly work for everyone else
• Fluent English required; additional languages (Portuguese, Spanish, Italian, Greek, Japanese) a plus given our destination footprint
• Willingness to travel occasionally
• Enjoy working in a fast-paced, startup environment
• Enthusiasm: exhibits passion and excitement over work. Has a can-do attitude

Benefits

• The world is your oyster – immerse yourself in inspiring destinations while you work
• Meaningful impact – create environments where children and families thrive together
• Work-life integration – structured schedules with time to explore and recharge
• The chance to build our IT function from the ground up, as our first dedicated hire in this space
• Family benefits - Enjoy discounted tuition for your children at our Boundless Schools

What's next?

• First call with our Recruitment team (30 min)
• Interview with our Head of Product & Infra (60 min)
• Technical/scenario-based interview with the wider Product & Infra team (60 min)
• Final check-in with our Head of Operations (60 min)

The process might change slightly as we go along, we will keep you posted at all times.