indeed
IT Office Support Specialist
Humanoid
Burnaby, CAN
Full Time
Mid
Onsite
4 days ago
WindowsmacOSLinuxMDMJumpCloudJira Service Management
Free
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About the Role
Humanoid is seeking an IT Office Support Specialist to be the primary IT presence in Vancouver, providing L1/L2 support for engineers and staff. You will manage endpoint enrollment, hardware procurement, AV systems, and network infrastructure.
Key Skills for This Role
WindowsmacOSLinuxMDMJumpCloudJira Service Management
Responsibilities
- Serve as the primary IT point of contact for the local office, delivering responsive L1/L2 support for engineers, developers, and operational staff
- Resolve issues across laptops, workstations, lab equipment connectivity, meeting rooms, AV systems, and general IT infrastructure
- Prepare, configure, and enroll Windows, macOS and Linux (Ubuntu) endpoints following defined runbooks
- Own the local rollout of JumpCloud MDM — including device enrollment, policy configuration, compliance verification, and ongoing health checks
- Support device lifecycle tasks: onboarding, offboarding, imaging, and configuration
- Maintain accurate asset records and device assignments in Jira Assets
- Manage IT hardware procurement requests, coordinating with vendors and internal stakeholders
- Own the day to day reliability of local meeting rooms and conferencing equipment
- Perform basic networking tasks including patching, VLAN assignment, and port testing
- Follow and contribute to defined processes for incident, request, and change handling within Jira Service Management
- Document common procedures, knowledge articles, and runbooks to support a scaling IT function
Requirements
- 2+ years of experience in IT support or office based technical support roles (L1/L2)
- Strong hands on capabilities across Windows, macOS and Linux (Ubuntu) endpoints — including configuration, enrollment, and provisioning
- Solid understanding of MDM/EMM platforms and endpoint management principles
- Confident working with highly technical users — engineers and developers
- Proactive problem solver who looks beyond standard procedures
- Comfortable operating in ambiguity
- Good understanding of AV and meeting room systems
- Basic networking knowledge: switch ports, VLANs, cabling, and diagnostics
- Experience managing IT hardware procurement requests and maintaining asset registers
- Proficiency with a ticketing and ITSM platform (Jira Service Management, ServiceNow, Freshdesk, or similar)
- Strong working knowledge of Google Workspace, ideally including administration
Full Job Posting
About The Role
- We're hiring an IT Office Support Specialist to join our operation team based in our Vancouver office.
- As an IT Office Support Specialist, you will be the primary IT presence in Vancouver, ensuring a fast, reliable, and user friendly technology experience across both the office and the lab environment.
- You will support day to day IT needs, lead the rollout of endpoint management tooling, manage hardware procurement and asset records, and help build the foundations of a scalable IT infrastructure.
- You will report to the IT Office Support Manager and work in close coordination with the wider IT and Cyber teams across London, Boston, and Vancouver.
What You’ll Do
- User Support & Service Quality: Serve as the primary IT point of contact for the local office, delivering responsive L1/L2 support for engineers, developers, and operational staff. Resolve issues across laptops, workstations, lab equipment connectivity, meeting rooms, AV systems, and general IT infr
- Endpoint Setup & Enrollment: Prepare, configure, and enroll Windows, macOS and Linux (Ubuntu) endpoints following defined runbooks. Own the local rollout of JumpCloud MDM. Support device lifecycle tasks. Maintain accurate asset records and device assignments in Jira Assets.
- IT Procurement & Asset Management: Manage IT hardware procurement requests. Maintain up to date asset inventory across laptops, peripherals, AV equipment, and networking hardware. Track device lifecycle and flag refresh or replacement needs proactively.
- AV & Meeting Room Support: Own the day to day reliability of local meeting rooms and conferencing equipment. Troubleshoot and maintain AV hardware. Support configuration and operation of room based conferencing systems.
- Network & Office Infrastructure: Perform basic networking tasks including patching, VLAN assignment, and port testing. Support office and lab network hardware. Ensure cabling, power, and connectivity remain well maintained and documented.
- Operational Excellence: Follow and contribute to defined processes for incident, request, and change handling within Jira Service Management. Maintain IT areas, storage, and tooling. Support office technology moves, setups, and reconfigurations. Document common procedures, knowledge articles, and ru
What We're Looking For
- 2+ years of experience in IT support or office based technical support roles (L1/L2).
- Strong hands on capabilities across Windows, macOS and Linux (Ubuntu) endpoints — including configuration, enrollment, and provisioning.
- Solid understanding of MDM/EMM platforms and endpoint management principles.
- Confident working with highly technical users — engineers and developers who expect IT to understand their environment and communicate at their level.
- Proactive problem solver who looks beyond standard procedures to identify better outcomes.
- Comfortable operating in ambiguity — able to make sound decisions independently where processes are still being defined.
- Good understanding of AV and meeting room systems — setup, troubleshooting, and day to day maintenance across any major conferencing platform.
- Basic networking knowledge: switch ports, VLANs, cabling, and diagnostics.
- Experience managing IT hardware procurement requests and maintaining asset registers.
- Proficiency with a ticketing and ITSM platform (Jira Service Management, ServiceNow, Freshdesk, or similar), including asset management workflows.
- Strong working knowledge of Google Workspace, ideally including administration.
Bonus Qualifications
- Prior experience in a fast growing startup or scale up environment.
- Familiarity with lab or engineering environments.
- Exposure to security observability tooling or experience supporting IT security initiatives.
- Experience supporting specialist engineering software (e.g. CAD, simulation, or firmware development toolchains).
What We Offer
- Comprehensive extended health benefits starting on your first day, including fully paid medical and dental, virtual care, employee and family assistance, and worldwide emergency medical support.
- Meaningful time off to rest and recharge: 23 days of annual leave (accrued), 15 days of paid sick leave, and paid company holidays.
- Competitive equity: stock options with meaningful upside as we scale.
- Free daily catered lunch, snacks, and drinks in office.
- Collaboration with top tier engineers, researchers, and product experts in AI and robotics.
- Freedom to influence the product and own key initiatives.
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