New York, United States• New York City, United States (US)
Remote
Mid Level
Full Time
25 days ago
💰$167,190 - $223,611
Requirements
- •2+ years of experience in IT Support, Desktop Support, IT Operations, or a similar enterprise technical support environment.
- •Bachelor's degree in Information Technology, Computer Science, Engineering, Cybersecurity, or a related field — or equivalent practical experience.
- •Strong experience supporting macOS in an enterprise environment.
- •Experience supporting enterprise productivity platforms such as Google Workspace and Lark Suite, with a working understanding of SSO authentication fundamentals, endpoint security, password management, and drive encryption.
- •Strong troubleshooting and problem-solving skills across hardware, software, operating systems, networking basics, and endpoint technologies.
- •Fluent, professional English, with the ability to communicate clearly with employees at all levels of the organization, including executive leadership.
- •Excellent customer service and interpersonal skills.
- •Ability to prioritize multiple tasks, adapt to changing priorities, and work effectively in a fast-paced environment.
- •Ability to work independently as the sole on-site IT presence in New York, with sound judgment on when to escalate to the broader Global IT team.
- •Comfortable using AI tools to improve productivity, automate repetitive tasks, and produce high-quality documentation.
What You'll Do
- •Deliver responsive technical support for hardware, software, operating systems, business applications, and workplace technology, ensuring timely resolution of employee issues for the New York office and Americas users.
- •Provide first-line, user-facing support for collaboration, productivity, and business applications, helping employees resolve day-to-day usage questions.
- •Manage the local endpoint lifecycle — device provisioning, deployment, maintenance, troubleshooting, asset inventory, and secure device retirement — in line with Global IT standards and security policies.
- •Partner with HR and hiring managers to deliver smooth onboarding and offboarding: device preparation, account provisioning, access requests, and introducing new employees to IT systems, security practices, and workplace technology.
- •Serve as the primary point of contact for the local office's workplace technology, including conference room AV systems, video conferencing, VOIP, printers, CCTV, access control systems, and other office infrastructure.
- •Troubleshoot first-line endpoint, networking, Wi-Fi, VPN, identity, and access issues, escalating to and collaborating with the Global IT Operations team on anything beyond first-line.
- •Support Global IT initiatives, office moves, technology refreshes, and security projects as they affect the local office and the Americas region.
- •Create and maintain knowledge base articles, standard operating procedures (SOPs), and technical documentation, using AI-powered tools and automation to improve documentation quality and reduce repetitive work.
- •Own the local end-user support experience: manage support requests, maintain SLA adherence, spot recurring issues, and suggest improvements to IT service delivery.
Nice to Have
- •Experience supporting enterprise environments with global or multi-office operations.
- •Working knowledge of Linux operating systems.
- •Networking fundamentals, including LAN, WAN, Wi-Fi, VPN, DNS, DHCP, TCP/IP, and basic network troubleshooting.
- •Experience with scripting or automation using Bash, PowerShell, Python, or similar technologies.
- •Exposure to endpoint management, identity and access management (IAM), mobile device management (MDM), or SaaS platforms at a support level.
- •Experience with IT asset lifecycle, inventory, procurement, and vendor coordination.
- •A track record of identifying process improvement opportunities and implementing automation that enhances IT operations and employee experience.
- •Experience using enterprise AI platforms such as ChatGPT Enterprise, Microsoft 365 Copilot, Google Gemini, Claude Enterprise, or similar AI-enabled workplace tools.
- •Professional proficiency in Mandarin is a plus.
- •Industry certifications such as Jamf 200/300, Apple Device Support, Apple Certified Support Professional (ACSP), Google Workspace Administrator, ITIL Foundation, CompTIA A+, Network+, or Security+ are a plus.
Benefits
- •Competitive total compensation package
- •L&D programs and Education subsidy for employees' growth and development
- •Various team building programs and company events
- •Wellness and meal allowances
- •Comprehensive healthcare schemes for employees and dependants
- •More that we love to tell you along the process!
About OKX
OKX is the second largest global crypto exchange by trading volume and a leading Web3 ecosystem.
Victoria, Seychelles
1000 - 5000
Blockchain & Cryptocurrency