IT Helpdesk Specialist – End‑User Support & Operations

About the role

Join Similarweb’s global IT Help Desk team to provide fast, customer‑focused support for a wide range of tools and platforms. You will work closely with IT Engineers and Operations to keep the company’s digital engine running smoothly, especially supporting the AI‑in‑Motion initiative.

Key responsibilities

• Serve as the primary point of contact for technical support via ticketing system, chat and email.
• Troubleshoot macOS and Windows devices remotely and on‑site.
• Resolve issues across Google Workspace, Okta SSO/MFA, Microsoft 365 and MDM platforms such as Jamf, Kandji and Addigy.
• Maintain network connectivity, hardware, peripherals and audio/video conferencing equipment.
• Execute employee lifecycle tasks: provision accounts, devices and access for new hires and manage secure off‑boarding.
• Manage user identities, groups and permissions in Okta.
• Keep an accurate IT asset inventory and oversee laptop, accessory and software license lifecycles.
• Drive process improvements and automation to enhance service delivery.
• Create and update internal documentation and knowledge‑base articles.

Required profile

• Tech‑savvy problem solver with a passion for learning new technologies.
• Strong customer service orientation and ability to work in a fast‑paced SaaS environment.
• Experience supporting end‑users on macOS and Windows platforms.

Required skills

• Google Workspace
• Okta (SSO/MFA, identity management)
• macOS
• Windows
• Microsoft 365
• MDM platforms – Jamf, Kandji, Addigy
• Endpoint management tools
• AI tools – Gemini, ChatGPT, Base44, Claude
• Ticketing systems
• Audio/Video conferencing equipment