IT Support Specialist

Company

LiveKit

Salary / Compensation

• Not specified

Overview / Job Description

LiveKit is an open-source platform and global infrastructure company focused on building real-time audio, video, and data experiences using WebRTC. The company provides infrastructure for voice AI applications, video calls, broadcasts, and other real-time applications.

This is a remote IT Support Specialist role focused on providing frontline IT support, employee enablement, device management, and internal IT operations for a distributed workforce. The position involves supporting employees across Slack, Google Workspace, Okta, Workspace ONE, hardware logistics, onboarding/offboarding, access management, and internal documentation.

The ideal candidate is hands-on, highly organized, technically capable, and comfortable troubleshooting issues while maintaining clear communication and strong follow-through.

Responsibilities:

IT Support & Troubleshooting

• Provide day-to-day IT support across multiple time zones
• Troubleshoot and resolve hardware, software, access, account, and network issues
• Support macOS, SaaS applications, identity/access issues, networking basics, and endpoint problems
• Maintain clear communication and timely updates throughout issue resolution

Ticketing & IT Operations

• Manage a trusted ticketing and prioritization system
• Maintain clear ownership and follow-through on support requests
• Prioritize competing requests effectively
• Ensure issues are resolved within appropriate timelines

Employee Onboarding & Offboarding

• Coordinate IT onboarding for new employees
• Ensure hardware, accounts, applications, and access are ready before employees start
• Manage employee offboarding processes
• Coordinate device returns, deprovisioning, and documentation

Hardware & Asset Management

• Manage laptop procurement, shipping, repairs, replacements, inventory, and returns
• Coordinate secure disposal of company devices
• Support international hardware shipping and device logistics
• Maintain accurate asset and inventory records

Systems Administration

• Support administration of Google Workspace and Slack
• Manage user lifecycles, groups, shared drives, permissions, roles, and configuration requests
• Support identity and access management through Okta
• Work with endpoint management platforms such as Workspace ONE, Jamf, Kandji, or Intune

Documentation & Process Improvement

• Convert recurring IT issues into runbooks and self-service workflows
• Develop lightweight automation to reduce repetitive support requests
• Maintain accurate documentation of internal tools, owners, access patterns, and renewals
• Improve knowledge-base organization and internal IT processes

Cross-Functional Collaboration

• Partner with Security, Engineering, Operations, and People teams
• Support access requests and internal technology initiatives
• Contribute to scalable and low-friction IT experiences across the organization

Requirements:

Experience

• 2+ years of experience in IT support, help desk, or IT operations
• Experience working in fast-moving or distributed organizations is preferred
• Experience supporting employees across different time zones is advantageous

Technical Skills

• Strong troubleshooting skills across macOS and common endpoint issues
• Experience supporting SaaS applications
• Understanding of identity and access management
• Basic networking knowledge
• Working knowledge of Google Workspace administration
• Familiarity with Slack administration and collaboration tools
• Experience with an identity provider such as Okta
• Experience with an MDM platform such as Workspace ONE, Jamf, Kandji, or Intune

Communication & Operations

• Excellent written and verbal communication skills
• Ability to explain technical solutions clearly to non-technical users
• Strong organizational and prioritization skills
• Ability to manage multiple competing requests
• Strong follow-through and ownership
• Ability to learn new tools, systems, and processes quickly

Candidate Profile: You SHOULD Apply If

• You enjoy hands-on IT support and troubleshooting
• You are comfortable supporting distributed teams
• You are highly organized and reliable
• You can bring structure to ambiguous or complex problems
• You communicate technical issues clearly and professionally
• You enjoy turning recurring problems into scalable solutions
• You are proactive and take ownership of issues through resolution
• You learn new technology and systems quickly
• You care about documentation, process improvement, and user experience

You Should NOT Apply If

• You lack hands-on IT support or help desk experience
• You are uncomfortable troubleshooting technical issues independently
• You struggle to manage competing support requests
• You dislike documenting processes or creating self-service solutions
• You are uncomfortable supporting distributed teams across time zones
• You have weak written or verbal communication skills

Other Information:

Additional Benefits / Highlights

• Fully remote role
• Support a globally distributed workforce
• Work with open-source technology
• Opportunity to contribute to impactful real-time communication infrastructure
• Competitive salary and equity package
• Health, dental, and vision benefits
• Flexible vacation policy
• Cross-functional exposure to Security, Engineering, Operations, and People teams
• Opportunity to improve and scale internal IT systems