Enterprise Technology Services Specialist

New York Cityfull timeOn Site

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mid

$87k–$103k

H1B: no

Ridgeline Enterprise Technology Services Specialist at Ridgeline responsible for managing IT support and infrastructure for New York and Dublin offices. The role includes Level 3 IT support, AI bot improvement, vendor management, and automation of IT workflows.

Responsibilities

Support & operations
Provide advanced ITSM support and independently resolve complex issues, including software and license requests, endpoint device problems, identity and access failures, and network connectivity issues.
Serve as the L3 escalation point.. Own root-cause analysis and post-incident write-ups for recurring or high-impact issues.
Lead onboarding, offboarding, and account lifecycle management, including the automation behind them.
Provide on-site support for security and physical entry/exit systems.
Track your queue against the team's SLOs and surface issues with proposed fixes.
New York & Dublin regional ownership
Serve as the primary IT owner for both offices, covering walk-up support, conference room and AV readiness, office network health, and executive and VIP support.
Provide coverage across US Eastern and European time zones. Partner with the broader IT team on handoffs so regional tickets meet SLOs.
Manage local vendors, ISPs, facilities partners, and hardware suppliers, including circuit installs, outages, repairs, and service contracts.
Handle regional hardware logistics for US and EU employees: procurement, shipping, imaging, returns, customs, VAT, warranty and repair, and ISO/UK keyboard and power standards. Lead hardware refreshes and in-person onboarding, including day-one setup, badges, access, and orientation.
Support office moves, build-outs, expansions, and events, including network, AV, and Zoom Rooms planning and installation.