[Hiring] IT Support Specialist @Smartly

Role Description

Smartly is looking for a proactive and customer-focused IT Support Specialist to join our Global IT team and help strengthen technical support across the APAC region. In this role, you will provide hands-on and remote technical support to employees across multiple locations, troubleshooting hardware, software, identity and access, and connectivity issues. You will primarily support macOS and Windows environments while working with enterprise applications, device management platforms, and cloud-based technologies.

This position plays an important role in expanding our early-morning APAC support coverage, particularly for employees in Australia, Singapore, the Philippines, India, and China.

As an IT Support Specialist, You Will:

• Provide Regional IT Support: Deliver timely and reliable technical assistance across APAC, with a focus on early business hours in Australia and Southeast Asia.
• Troubleshoot Technical Issues: Diagnose and resolve macOS, Windows, mobile device, hardware, software, networking, and application-related issues.
• Own Support Requests: Manage IT tickets from initial investigation through resolution, ensuring proper prioritization, documentation, communication, and follow-through.
• Support Employee Onboarding and Offboarding: Coordinate device provisioning, account creation, access management, and equipment returns.
• Manage Enterprise IT Systems: Assist with Google Workspace, identity and access management, endpoint management, and other internal IT platforms.
• Support Regional Offices and Leadership: Provide professional and responsive IT assistance to employees, Workplace teams, and regional leadership.
• Collaborate Globally: Work with IT colleagues across APAC, EMEA, and the Americas to ensure effective communication, escalation, and handovers.
• Improve IT Processes: Maintain documentation, contribute to our knowledge base, identify recurring issues, and recommend improvements to support workflows.
• Take Initiative and Ownership: Independently investigate and resolve technical issues, proactively communicate blockers, and escalate complex situations when appropriate.

Qualifications

• 3+ years of relevant experience in IT Support, Service Desk, or IT Operations.
• Strong hands-on troubleshooting experience with macOS and Windows in a corporate environment.
• Experience with enterprise identity and access management, including user provisioning, SSO, MFA, and account permissions.
• Familiarity with Google Workspace, Microsoft 365, or similar enterprise administration platforms.
• Experience using IT ticketing systems, managing competing priorities, and following issues through to resolution.
• Solid understanding of networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, and basic connectivity troubleshooting.
• Familiarity with endpoint management, device security, and basic IT compliance practices.
• Excellent written and verbal English communication skills and a strong customer-service mindset.
• Ability to work independently, troubleshoot unfamiliar problems, and make sound decisions with limited supervision.
• Strong organizational skills, accountability, attention to detail, and a proactive approach to communication.
• Ability to work the designated early APAC shift and collaborate effectively with colleagues across global time zones.

Requirements

• Experience with MDM solutions such as Jamf, Kandji/Iru, Microsoft Intune, or Workspace ONE.
• Hands-on experience administering Google Workspace.
• Experience supporting Apple devices in a predominantly macOS environment.
• Familiarity with Slack administration and enterprise SaaS applications.
• Experience with IT automation or scripting using Bash, PowerShell, or similar technologies.
• Experience supporting iOS and Android devices in a corporate environment.
• Experience providing IT support to senior executives.
• Experience supporting distributed offices or working within a global IT team.
• Familiarity with ITIL principles and IT service management best practices.

Benefits

• Opportunity to make a direct impact on how IT services are delivered across our APAC region.
• Exposure to a broad range of enterprise technologies.
• Collaboration with colleagues around the world.
• Contribution to improving processes and employee experience.
• Valued curiosity, initiative, accountability, and continuous learning.
• Opportunity for growth beyond traditional service desk responsibilities.
• Ownership of meaningful challenges and shaping a reliable and scalable IT support environment.

Company Description

Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers.

Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok.

Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best. Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it.