IT Support Administrator

We are seeking an IT Support Administrator to be the trusted, in-person face of IT for our Kathmandu campus — the first stop for everything from a laptop that won't boot to a Microsoft 365 access request. You will join an established IT operations team, with a Lead IT Systems Administrator directing day-to-day work and senior engineers covering deeper endpoint, identity, and infrastructure needs. Success in this role is service delivery: reliably executing the work, escalating cleanly, and learning alongside the senior team.

During hours that overlap with the rest of the company (early afternoon Nepal time onward), you'll also pitch in on the global IT helpdesk Slack channel and Jira queue. Because IT and Security work tightly together at Abacus, you'll be expected to notice when something looks off, follow the right escalation path, and support recurring operational tasks that keep us audit-ready. You will report to the Director, Security & IT, with day-to-day work direction from the Lead IT Systems Administrator.

• Be the primary, in-person IT contact for employees on the Kathmandu campus — walk-ups, scheduled support, and floor-walking.
• Resolve issues across laptops (Windows and macOS), peripherals, conference room AV, Wi-Fi, printers, and meeting room equipment.
• Triage and work Jira service desk tickets from intake to closure, keeping each clearly scoped and updated.
• Maintain a friendly, professional service posture — particularly during stressful moments like failed laptops or first-day hiccups.

• Run white-glove onboarding for Nepal-based starters: device imaging, account provisioning, MFA enrollment, software installs, and a first-day walkthrough.
• Handle device collection, wipe, and return-to-stock for departing employees in coordination with People Ops.
• Manage local device inventory, asset tagging, spare-pool levels, and shipping/receiving with global IT and local vendors.
• Track laptop refresh cycles and replacement requests for the Nepal fleet.

• Handle routine access requests: group memberships, distribution lists, SharePoint/OneDrive permissions, SaaS access, and shared mailboxes.
• Support MFA resets, Temporary Access Pass issuance, password problems, and the user-facing side of Conditional Access — routing policy questions to your lead.
• Troubleshoot VPN connectivity (Palo Alto GlobalProtect / Prisma Access) for Nepal users connecting to regional POPs.
• First-line support for Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Slack, Jira, and the standard application stack.

• Monitor the global IT helpdesk Slack channel and Jira queue during US/APAC overlap, picking up tickets to reduce wait times.
• Take on routine global tickets — account requests, password help, license assignments, Slack/Teams troubleshooting.
• Escalate cleanly with clear notes so the right person can pick up without re-investigating.

• Flag unusual activity — suspicious endpoint behavior, unexpected access requests, social-engineering attempts — and route to the right engineer.
• Support recurring compliance/audit tasks (access review evidence, device compliance checks, onboarding/offboarding records) with accurate, timely Nepal-side information.
• Carry out routine endpoint and identity actions defined by Security — patching follow-ups, configuration verifications, MFA enforcement — reliably and on schedule.

• Maintain onboarding checklists, runbooks, and how-to articles, with focus on Nepal-specific details (vendors, shipping, customs, holidays, ISP contacts).
• Surface recurring pain points to your lead as candidates for automation, policy change, or training.

• 1-3 years of hands-on IT helpdesk or end-user support experience, ideally in a knowledge-worker office of similar size.
• Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) from a support perspective — group changes, license assignment, mailbox issues, troubleshooting.
• Comfortable supporting Windows and macOS endpoints, including basic imaging, MDM-enrolled devices, and common application troubleshooting.
• Experience handling tickets in Jira or a similar service desk system, with a track record of clear updates and timely closure.
• Genuine service orientation: calm under pressure, patient with non-technical users, good judgment on when to handle vs. escalate.
• Strong written and verbal English; comfortable working with distributed teams over Slack, Zoom, and email.
• Based in Nepal, able to work from our Kathmandu office regularly for in-person support, and willing to flex hours to overlap with US business hours.

• Competitive Leave & Benefits
• Comprehensive health coverage
• Equity for every employee – share in our success
• Growth-focused environment – your development matters here

• Standard hours: 9 hours/day, 5 working days
• Location: Onsite
• Shift: 10 AM – 7 PM local time (with flexibility to work in evening shifts when required)