Senior IT Support Technician

Acast • New York, NY

17h • Hybrid

About The Position

Acast is seeking a driven and experienced Senior IT Support Technician to be the primary IT presence in their New York office. This is a hands-on, site-focused role for someone experienced in fully cloud-based, SaaS-heavy environments, comfortable operating as the sole IT professional in their timezone and location. The role involves being the first point of contact for all IT needs in New York, making day-to-day decisions independently, and keeping the office running smoothly. The position is also an active member of a distributed global IT team, collaborating across time zones to provide a consistent support experience for all Acast employees. Acast operates a fully cloud-based infrastructure with no on-premise servers, and its workforce is hybrid and globally distributed, relying heavily on SaaS applications. This role is based in the New York office on a hybrid schedule (minimum 3 days per week in the office) and reports directly to the Global Director of IT.

Requirements

• Minimum 5+ years of experience in an IT Support, Desktop Support, or IT Operations role.
• Proven experience working in a fully cloud-based, SaaS-first environment — comfortable without on-premise infrastructure.
• Demonstrated experience as the sole or primary IT resource at a site or in a timezone, with the confidence to make independent decisions and manage daily operations without close supervision.
• Hands-on experience administering Google Workspace at an admin level, including user management, security policies, and service configuration.
• Solid experience with MDM platforms (e.g., Kandji, Intune, Jamf, Jumpcloud etc.) for device management across macOS and other operating systems.
• Familiarity with an identity provider (IdP) such as Okta or Azure AD for access management and SSO.
• Experience supporting a hybrid workforce across multiple offices or time zones.
• Comfortable managing and troubleshooting meeting room AV technology (e.g., Google Meet hardware or similar).
• Experience with an ITSM or ticketing platform (e.g., Jira Service Desk, Freshservice, or ServiceNow).
• Strong communicator — able to translate technical issues clearly for non-technical staff and work effectively across distributed teams.
• Demonstrated ability to produce clear technical documentation for both IT audiences and end users — including internal runbooks, configuration guides, and SOPs, as well as accessible how-to resources and FAQs for non-technical staff.

Nice To Haves

• Experience in a rapidly scaling SaaS or media technology company.
• Familiarity with cloud-based networking solutions (e.g., Meraki or similar).
• Experience with scripting or automation (Bash, PowerShell, Python) to streamline support tasks.
• Experience with low-code automation platforms (e.g., Make.com, Zapier, or Pipedream).
• An interest in contributing to IT process improvement or automation initiatives as part of a global team.

Responsibilities

• Act as the IT site lead for the New York office, owning all local IT operations and serving as the primary point of contact for in-office and hybrid staff.
• Make confident, independent day-to-day decisions for your site — triaging and resolving issues, managing local hardware and AV equipment, and escalating to the global team where appropriate.
• Maintain meeting room technology and office AV equipment (e.g., Google Meet hardware or equivalent), ensuring a reliable experience for hybrid meetings.
• Manage device provisioning, repair, and asset tracking for the New York office, including zero-touch deployment via MDM for new starters.
• Administer and support the SaaS platforms that power our workforce, with a focus on Google Workspace, MDM (Iru and Intune), and our identity provider.
• Own user lifecycle management — onboarding, offboarding, access provisioning and deprovisioning — across our cloud application stack.
• Manage our IT service management platform (Freshservice) ensuring tickets are triaged, resolved, and SLAs are met.
• Maintain working knowledge of the broader SaaS application landscape and support staff with day-to-day questions and access issues across cloud tools.
• Deliver responsive, high-quality technical support to New York-based staff and contribute to global IT support coverage across time zones.
• Collaborate with the global IT team to align on processes, share knowledge, and contribute to documentation and standard operating procedures.
• Proactively identify recurring issues, contribute to root cause analysis, and help implement fixes that reduce support volume over time.

Benefits

• Acast is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, gender, sexual orientation, religion, ethnicity, national origin or any of the other wonderful characteristics that make us different.
• Culture is our number one priority as a business. We believe people come first, and we work every day to enable autonomy, continuous improvement and bring out the best in people. We’re global and have remote teams, so it’s even more important that we strive for an open, inclusive and caring environment where everyone feels visible and welcome.
• We consider ourselves a modern organization driven by strong values to create the best, most fulfilling and nurturing culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 101-250 employees