IT Operations Support Specialist (APAC or Americas, Remote)

Job description

Company Overview Intel 471 empowers enterprises, government agencies, and other organizations to win the cybersecurity war using the real-time insights about adversaries, their relationships, threat patterns, and imminent attacks relevant to their businesses. The company’s platform collects, interprets, structures, and validates human-led, automation-enhanced intelligence, which fuels our external attack surface and advanced behavioral threat hunting solutions. Customers utilize this operationalized intelligence to drive a proactive response to neutralize threats and mitigate risk. Organizations across the globe leverage Intel 471’s world-class intelligence, our trusted practitioner engagement and enablement, and globally-dispersed ground expertise as their frontline guardian against the ever-evolving landscape of cyber threats to fight the adversary — and win. The Role Intel 471 is looking for an IT Operations Support Specialist to own IT support for our colleagues outside Europe. The role reports to the Director, Infrastructure & Security. We can hire for this role in either the Americas or APAC. The successful candidate will work their local business hours. The role is offered on a B2B contractor basis, and is available in six countries only. These are Brazil, Canada, and Panama in the Americas, and Australia, India, and Indonesia in APAC. You must be based in one of these countries and legally able to work from there. We cannot consider applications from other locations unfortunately. We are a fully remote company and our IT support runs on European hours today. This role exists to close that gap. You will be the person our colleagues in your region come to when something in their setup stops working, and for a good part of your day you will be the IT person who is online. That independence is the point of the role. The work is end-user IT support and the account and device lifecycle behind it: the support queue, onboarding and offboarding, laptops from order through enrollment, and getting people unblocked quickly when access breaks. You will also have real room to automate the requests we handle over and over, rather than working through them by hand. Key Responsibilities End-user support Own the IT support queue for your region through our service desk, from first response to resolution, and keep the requests that need another team moving rather than parked. Be the unblock path when someone cannot work: an expired SSO session, a locked laptop, a first-day account that is not ready, access that stopped working. Support our estate day to day, which is macOS first, with Linux and cross-platform tools alongside it. Accounts and access Run the hands-on half of onboarding: create accounts, assign licenses and groups, get the new joiner into Google Workspace, Slack, Atlassian and 1Password, and make sure their first day works. Run offboarding to the documented order of operations, including transfers before suspension, per-application session and token revocation, and the follow-up checks in the days after an exit. Administer Google Workspace users, groups and aliases, and handle access requests against the policy Security sets. You run the requests. Access policy, and the automation behind the lifecycle, sit with the Security team. Devices Order, ship and track hardware for your region, and keep the asset record accurate. Enroll and verify devices in MDM (Mosyle), including disk encryption, the managed application baseline and secure access through Cloudflare WARP. Keep endpoint tooling coverage complete across the fleet and chase the machines that fall out of it. Automation and documentation Automate the repeatable requests instead of absorbing them. A large share of our current ticket volume is a single templated request type, and removing that class of work is the highest-impact thing available in this role. Keep runbooks, standard operating procedures and knowledge base articles current, at a level where someone else can pick the work up. Working across the company Work with Security on endpoint compliance, access reviews and incident support, and with DevOps where a request touches infrastructure. Communicate clearly about status and timing to people who are not technical and, in many cases, are not native English speakers. Scope and escalation You own IT support in your region end to end and you decide how the work inside it is sequenced. Security policy, cloud infrastructure and production systems are not part of this role. Those go to the Security team and to DevOps. Ideal Profile IT operations experience: 3 to 5 years in IT operations, technical support or service desk environments, in an organization where you were close to the end users rather than behind a tiered queue. Endpoint support: Hands-on supporting macOS as the primary platform, with Linux and cross-platform environments alongside it. SaaS administration: Practical Google Workspace administration, plus the common stack around it - Slack, Atlassian, Zoom, 1Password. Device management: Hands-on with an MDM platform for endpoint management and compliance. We run Mosyle; equivalent experience with Jamf, Kandji or Intune transfers. Identity and access: Solid understanding of identity and access management, escalation paths and service request workflows. Automation mindset: Comfortable in at least one scripting language (for example Python or Bash) and willing to spend time removing manual work rather than repeating it. AI-forward: We work with AI heavily, so you must be comfortable using AI and LLM tools day to day to write scripts, summarize logs and improve workflows, and be genuinely open to learning more. Works independently: You will often be the only IT person online in your hours. You need to be comfortable making the call, and clear about which calls need to be escalated. Clear communicator: Strong written communication, good documentation habits, and patience with people who are having a bad day with their laptop. Team player: Integrity, and able to handle urgent requests and high-pressure situations while staying flexible and focused. Education: Bachelor's degree in information systems, a related field, or equivalent experience. Nice to Have Understanding of IT service management (ITSM) principles. ITIL certification is a plus. Experience with workflow automation tooling (for example n8n, Zapier or similar). Experience supporting a fully remote, distributed company across timezones. Certifications such as Google IT Support, Apple ACSP, CompTIA A+ or Network+. Benefits Competitive compensation Remote-friendly culture Wellness programs Employee recognition program A variety of professional development opportunities Inclusive culture focused on people, customers and innovation Our Culture The Intel 471 team is constantly growing and is always on the lookout for talented professionals who seek to operate on the forefront of the fight against threat actors impacting our customers and partners. Our culture of humility and quiet professionalism is a core attribute of Intel 471 and everyone within it. Our culture is collaborative, supportive and fast-paced. We're a mission-driven company. We're looking for talented, 'can-do' minded people with a passion for always doing the right thing. We believe in supporting a progressive culture that allows all our people to be themselves, enjoy exciting opportunities and grow with us. That's why our culture is founded on our core values of openness, inclusion, integrity and client focus, which set the tone for how we work together and treat each other in order to empower us all and foster a unique team spirit. View our Culture Guide to find out more about us and what it's like to work for Intel 471! By applying to this role, you confirm that you're willing to show your ID on a video call to confirm your identity.