IT Generalist

2+ years of experience in IT support, systems administration, or related roles (BPO experience a plus). Strong technical understanding of Google Workspace, cloud tools, and VPN management. Excellent troubleshooting, problem-solving, and communication skills. Knowledge of network protocols, remote desktop tools, and cybersecurity best practices. Ability to multitask and manage competing priorities in a fast-paced, remote-first environment.

Provide timely IT support to remote agents and internal staff. Diagnose and resolve issues related to hardware, software, and network connectivity. Manage the setup, configuration, and troubleshooting of workstations and peripherals. Manage core business platforms, including Google Workspace, AWS, Slack, Monday.com, One Password, TorGuard VPN, and Hubstaff. Ensure all user access, permissions, and integrations are configured properly and securely. Maintain system updates, backups, and version controls. Facilitate IT setup for new hires, accounts, devices, and access rights. Coordinate with HR and Operations for seamless onboarding and secure offboarding. Keep onboarding documentation up to date. Ensure all systems and devices comply with company security policies. Manage VPN access, enforce strong authentication practices, and monitor system logs. Identify and mitigate potential security risks. Maintain and enhance internal IT documentation, FAQs, and troubleshooting guides. Recommend improvements to existing workflows and technology practices. Support the rollout of new tools, software, and IT initiatives. Monitor key client systems (e.g., Shopify, Zendesk, Gorgias). Partner with operations to resolve technical interruptions affecting client support.