Senior Information Technology Support Specialist

We are seeking a highly motivated Senior IT Support Specialist to run day-to-day IT operations, support our Google Cloud and user-device environments, and lead the safe adoption of AI across the organization. The role combines hands-on cloud, network and system administration with team leadership, ITSM ownership, and the strategy, governance and delivery of IT and AI agents. Strong communication and documentation skills are essential.

IT operations and infrastructure

• →Oversee and manage day-to-day IT infrastructure, operations, and technical support activities across the organization.
• →Lead, mentor, and supervise members of the IT support and infrastructure team, ensuring smooth daily operations and skill development.
• →Administer and maintain the organization's Google Cloud Platform (GCP) environment, including provisioning, monitoring, and optimization of cloud resources.
• →Configure, monitor, and maintain enterprise firewall solutions (e.g., Palo Alto Networks) to ensure network security and compliance.
• →Manage and troubleshoot enterprise networking components, including TCP/IP, routing, switching, VLANs, VPNs, Wi-Fi, DNS, and DHCP.
• →Maintain IT hardware and software inventories, manage licensing, and support procurement and lifecycle management of technology assets.
• →Support IT budgeting, vendor management, and procurement processes in coordination with relevant stakeholders.

Service management and security

• →Own and drive IT Service Management (ITSM) processes, including incident management, service requests, change management, and problem resolution.
• →Serve as an escalation point for complex technical issues, ensuring timely resolution and minimal business disruption.
• →Ensure adherence to IT security best practices and organizational policies across infrastructure and support functions.
• →Document IT processes, configurations, and procedures to support knowledge sharing and operational continuity.
• →Collaborate with internal stakeholders across departments to understand technology needs and deliver effective solutions.

AI governance, strategy and delivery

• →Define and maintain the organization's AI governance framework, including acceptable-use policy, data protection and privacy controls, risk assessment, model and vendor review, and audit readiness.
• →Develop and drive the AI strategy and roadmap for IT and the wider business, identifying high-value use cases, prioritizing them with stakeholders, and tracking adoption and business impact.
• →Design, build, deploy, and maintain IT agents (e.g., ticket triage, access requests, onboarding, knowledge assistants) and AI agents for business teams, with defined guardrails, monitoring, and human oversight.
• →Run AI agents on the organization's cloud and security stack (e.g., GCP and Vertex AI, Microsoft 365 and Copilot), enforcing identity, access, logging, and data-handling controls.
• →Enable and train staff and the IT team on responsible AI use, and build AI skills within the team.
• →Evaluate AI tools and vendors, and report on AI risks, incidents, and performance to management.

• Approximately 4-10 years of experience in IT infrastructure, operations, networking, or technical support, including exposure to AI tooling or automation in an IT setting.
• Hands-on experience with Google Cloud Platform (GCP).
• A Google Cloud certification (Associate Cloud Engineer or higher) is required.
• Experience with Palo Alto Networks firewalls or similar enterprise firewall solutions.
• Good understanding of enterprise networking concepts, including TCP/IP, routing, switching, VLANs, VPNs, Wi-Fi, DNS, and DHCP.
• Experience managing IT hardware, software licensing, asset inventories, procurement, and the technology asset lifecycle.
• Exposure to IT budgeting, vendor management, procurement, and financial planning.
• Familiarity with IT Service Management (ITSM) processes, including incident, request, change, and problem management.
• Practical experience building, deploying, or maintaining AI or IT agents and automations (e.g., on Vertex AI, Gemini, Microsoft Copilot, or workflow and agent frameworks).
• Working knowledge of AI governance: responsible-use policy, data privacy and security controls, and AI risk management.
• Ability to turn AI strategy into a prioritized roadmap and deliver it with stakeholders.
• Strong analytical, troubleshooting, communication, documentation, and stakeholder management skills.

• Google Cloud Professional certification (Cloud Architect, Cloud Network Engineer, or Cloud Security Engineer).
• ITIL Foundation certification is highly desirable.
• Experience supporting multi-site environments and managing enterprise infrastructure.
• Experience with Microsoft 365, Microsoft Entra ID, endpoint management, and cloud security solutions is an advantage.
• A recognized AI or AI-governance credential, or a documented AI governance or agent project delivered in production, is an advantage (e.g., Google Cloud generative AI learning paths, ISO/IEC 42001 or NIST AI RMF familiarity).