IT Support Specialist (Remote), Remote

IT Support Specialist (Remote)

The role

As our first dedicated IT Support hire, youll own day-to-day technology support for a distributed team and a distributed footprint: internal staff spread across 30 countries, plus the hubs (co-working space), homes and Education Centers 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 youll 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

Troubleshoot network and connectivity issues remotely, working with non-technical staff on the ground to diagnose and fix problems

Maintaining a baseline of shared technology 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 (eg 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 license 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

Google Workspace, Slack, MDM,