IT Support Specialist

Your opportunity:

Make a real difference in the blockchain industry! Build the change you want to see.

We are looking for an IT Support Specialist to be part of the Cardano Foundation’s Infrastructure team and report directly to the IT Operations Lead. In this role, you will administer core hardware and software systems, resolve day-to-day technical issues, and provide responsive 1st-level support to our distributed team across remote and on-site environments.

• 1st-Level Support & Ticketing: Triage, track, and resolve daily incoming hardware and software support requests for on-site and remote personnel via Jira Service Management.

• Identity & Access Management (IAM): Manage user life cycles - including onboarding, offboarding, and role changes - and maintain group permissions and MFA across Google Workspace, Atlassian (Jira/Confluence), and Asana.

• Device Lifecycle & Asset Management: Provision, configure, ship, and maintain laptops, mobile devices, and peripherals; maintain an accurate hardware asset inventory from procurement to retirement.

• Office & Support: Support local office tech infrastructure, including meeting room audio/video equipment, Wi-Fi connectivity, and network printers.

• Procurement & License Management: Assist with hardware/software purchasing, manage vendor software licenses and enterprise subscriptions, and support IT billing reconciliation.

• Security & Policy Compliance: Ensure company devices adhere to security baselines and legal guidelines.

• Continuous Improvement: Partner with the IT Operations Lead to scale internal IT processes, refine documentation, and implement operational best practices as the organization grows.

• Social Account & Channel Administration: Oversee root administration, security configurations, and delegated access permissions for Foundation social media accounts, brand channels, and shared platforms.

Your story:

• Education & Experience: Degree or technical certification in Computer Science, Information Technology, or a related discipline, paired with 2+ years of hands-on IT support/operations experience in a hybrid or remote-first environment.

• Problem-Solving Skills: Strong analytical mindset with the ability to troubleshoot complex issues autonomously and implement practical, lasting fixes.

• Communication & Empathy: Clear interpersonal and written communication skills, with a patient, user-first approach to customer service.

• Collaborative Mindset: A respectful, open, and constructive team player who thrives in a collaborative, cross-functional international culture.

• Google Workspace: User, group, and policy administration.

• OS & Endpoint Support: macOS and Windows workstation configuration and administration.

• Mobile Device Management (MDM): Enrolling and managing iOS and Android devices.

Your impact:

• Empower Global Productivity: Provide rapid, empathetic, and definitive first-level support via Jira Service Management, keeping downtime to an absolute minimum for both remote and on-site team members.

• Deliver Seamless Onboarding Experiences: Own the end-to-end user lifecycle-from provisioning zero-touch hardware to configuring Google Workspace, Asana, and Atlassian access-ensuring new hires feel supported and fully equipped from day one.

• Champion Security & Trust: Protect the Foundation’s assets and sensitive decentralized systems by enforcing endpoint security baselines, robust MFA policies, and strict access controls across shared channels and social platforms.

Nice to have:

• Familiarity with enterprise password managers (1Password) and Multi-Factor Authentication (MFA rollouts, Passkey and Yubikey)

• Foundational networking knowledge (DNS, DHCP, VPNs, home/office Wi-Fi diagnosis).

• German language proficiency (useful for liaising with Swiss couriers, local repair centers, and hardware vendors).

• Practical experience utilizing generative AI tools (such as ChatGPT, Claude, or Gemini) to streamline documentation and troubleshooting workflows.