IT Technician

The IT Technician serves as the first point of contact for employee technology support at Brivo. This role is responsible for providing timely and effective technical assistance across end-user devices, operating systems, SaaS applications, and workplace technology. The ideal candidate is a proactive problem solver, technically curious, and passionate about delivering a seamless technology experience for employees in a fast-paced, global environment.

Key Responsibilities

• Provide first-line technical support for hardware, software, operating systems, and workplace technology issues.
• Administer and support Google Workspace, including user provisioning, access management, troubleshooting, and security best practices.
• Support business-critical SaaS applications, including Salesforce, Zulip, and other cloud-based platforms.
• Manage and maintain company-owned devices through Mobile Device Management (MDM) solutions.
• Configure, deploy, troubleshoot, and support laptops, desktops, mobile devices, and peripheral equipment.
• Perform employee onboarding and offboarding activities, including account creation, access provisioning, device setup, and asset tracking.
• Troubleshoot Windows and Linux operating system issues and assist users with software installations and configuration.
• Diagnose and resolve basic network connectivity issues, including VPN, Wi-Fi, DNS, DHCP, and TCP/IP-related problems.
• Monitor, prioritize, and resolve helpdesk tickets in accordance with established service levels.
• Document technical issues, solutions, and support procedures to enhance the internal knowledge base.
• Partner with internal teams and external vendors to escalate and resolve complex technical issues.
• Support IT security and compliance initiatives by following established policies, procedures, and access controls.

Skills, Knowledge & Expertise

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent practical experience.
• 3–5 years of experience in IT Helpdesk, Service Desk, Desktop Support, or IT Technician roles.
• Experience supporting Google Workspace, including user account management, access provisioning, and troubleshooting.
• Experience supporting SaaS applications such as Salesforce, Zulip, and other cloud-based business tools.
• Preferable experience with Mobile Device Management (MDM) solutions such IRU.
• Working experience with SSOs/identity management tools.
• Working knowledge of Windows, MacOS and Linux operating systems.
• Hands-on experience with networking concepts, including TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Experience troubleshooting hardware, software, endpoint devices, and connectivity issues.
• Familiarity with ticketing and service management systems.
• Strong analytical, problem-solving, customer service, and communication skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience working in a SaaS or technology-driven environment is advantageous.