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Enterprise Technology Services Specialist

Ridgeline· IT
Apply on company site
New York, NY$104k - $130kfull-timePosted 1mo ago

About the role

IT Support Specialist focusing on regional (New York and Dublin) offices, delivering L3 IT support, automation/AI-driven IT operations, and ownership of office network, AV, security, and vendor relationships across US and EU time zones.

Responsibilities

  • Provide advanced ITSM support and independently resolve complex issues (software/license requests, endpoint problems, identity/access failures, network connectivity).
  • Serve as L3 escalation point with root-cause analysis and post-incident write-ups for recurring/high-impact issues.
  • Lead onboarding, offboarding, and account lifecycle management, including automation.
  • Provide on-site support for security and physical access systems.
  • Track queue against SLOs and surface issues with proposed fixes.
  • Primary IT owner for New York and Dublin offices (walk-up support, conference room/AV readiness, office network health, executive/VIP support).
  • Coverage across US Eastern and European time zones; coordinate with IT team on handoffs to meet SLOs.
  • Manage local vendors, ISPs, facilities partners, and hardware suppliers (circuit installs, outages, repairs, service contracts).
  • Handle regional hardware logistics (procurement, shipping, imaging, returns, customs, VAT, warranty, repair; ISO/UK keyboard and power standards).
  • Lead hardware refreshes and in-person onboarding (day-one setup, badges, access, orientation).
  • Support office moves/build-outs/expansions/events (network, AV, Zoom Rooms planning and installation).
  • Help oversee inventory, office IT supplies, network hardware purchasing; contribute to security awareness.
  • Resolve wired/wireless connectivity, DHCP, DNS, VLAN, switch port issues; manage access points, switches, firewalls via cloud platforms.
  • Assist secure network access (802.1X/RADIUS, guest segmentation).
  • Own automation/AI roadmap for IT; convert high-volume/manual work into automations and self-service content (region-specific guides).
  • Build and own automations (Python/Bash/JavaScript, APIs, webhooks) from problem definition through monitoring.
  • Design/maintain AI-assisted workflows and agents (ticket triage, self-service answers, access handling, onboarding/offboarding orchestration, after-hours coverage).
  • Use AI daily for triage, KB drafting, and automation script generation.
  • Validate AI outputs and automations for security, privacy, and maintainability; apply least-privilege, audit logging, human-in-the-loop controls.
  • Measure/report impact (hours saved, ticket deflection, resolution time, SLOs); document runbooks and owner; retire ineffective automations.
  • Mentor teammates and promote practical AI adoption across IT.

Qualifications

  • 5+ years in IT operations, service desk, endpoint management, with independent L3 resolution experience.
  • Experience supporting multiple offices or regions (US and Europe) with flexibility for early/late coverage.
  • Hands-on Mac administration and troubleshooting.
  • Solid networking fundamentals: TCP/IP, subnetting, DNS, DHCP, NAT, VLANs, routing/switching, enterprise Wi-Fi (802.11, 802.1X, RADIUS).
  • Working IAM knowledge (SSO, MFA, least privilege, RBAC, audit logging, joiner/mover/leaver) to identify access issues.
  • Proven track record building/running automations in production (scripting: Python/Bash/JavaScript, APIs, webhooks, JSON, authentication, integration debugging).
  • Hands-on experience building AI-assisted workflows or agents in IT/support; ability to identify model errors/unsafe outputs.
  • Strong root-cause analysis and ITSM fluency.
  • Sound judgment with credentials, access requests, and handling employee data.
  • Clear communication of risk, tradeoffs, and business impact across regions.
  • Interest in fun workplace culture.

Skills

Required:ITSM and incident managementAutomation and SRE practicesScripting and integrationMac administrationNetworking fundamentalsIAM & access management

Benefits

  • Unlimited vacation
  • Educational and wellness reimbursements
  • $0 cost employee insurance plans
  • Company Stock Plan (subject to Stock Option Agreement)
Last updated Oct 7, 2026. Interested? Apply on the company site.

About Ridgeline

Revolutionizing Investment Management

Ridgeline: Revolutionizing Investment Management with a single front-to-back system of record, embedded AI, and automation capabilities.

Investment ManagementAIAutomationPortfolio ManagementTradingComplianceData
Company profileWebsite

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