Senior Information Technology Support Specialist

Summary:

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.

Job Responsibilities:

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.

Job Requirements:

• 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.

Qualifications:

• 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).