Mercans is seeking a Senior Technical Support Specialist to provide advanced L2/L3 technical support, manage IT operations and assets, oversee SaaS platforms, drive process improvements, ensure security and compliance, and support a globally distributed workforce. The role works closely with Cybersecurity, Compliance (QCRM), HR, Finance, Legal, and Operations teams while mentoring junior IT staff.
IT Operations & Service Management
- Manage IT support for a global remote workforce.
- Analyze support trends and implement process improvements and automation.
- Support deployment and maintenance of IT tools and SaaS platforms.
- Collaborate with HR, Payroll, Finance, Legal, Security, and Compliance teams.
Advanced Technical Support
- Serve as escalation point for complex hardware, software, SaaS, and network issues.
- Resolve critical incidents and minimize business disruption.
- Identify and remediate vulnerabilities in partnership with security teams.
IT Procurement & Vendor Management
- Develop procurement strategies for hardware, software, and SaaS solutions.
- Manage vendor relationships, contracts, and SLA compliance.
- Evaluate and onboard new technology vendors and solutions.
Asset, License & Endpoint Management
- Manage the full lifecycle of IT assets from procurement to secure disposal.
- Maintain software license compliance and audit readiness.
- Administer Google Workspace, MFA, GCPW, and endpoint management solutions such as ManageEngine Endpoint Central.
- Ensure accurate inventories aligned with SOC 2, ISO 27001, and regulatory requirements.
Security, Compliance & Access Control
- Support SOC 1, SOC 2, ISO 27001, GDPR, and related audits.
- Conduct access reviews, system audits, and compliance assessments.
- Implement and maintain access control policies across internal and third-party systems.
- Coordinate user provisioning, modification, and deprovisioning processes.
- Partner with Cybersecurity and QCRM teams to reduce end-user security risks and support incident investigations.
Policies, Documentation & Training
- Develop IT policies, SOPs, security guidelines, and knowledge-base content.
- Deliver employee training on IT tools, processes, and security practices.
- Promote policy awareness and compliance across the organization.
Mentorship & Collaboration
- Mentor junior IT staff and support professional development.
- Work closely with HR, Security, Compliance, and Legal teams on onboarding, offboarding, and audit readiness activities.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 5+ years of experience in technical support, IT operations, and IT service management.
- 3+ years supporting distributed or global teams.
- Strong expertise in Google Workspace administration and SaaS user lifecycle management.
- Experience with IT asset management, software licensing, vendor management, IAM, endpoint management, ITSM tools, and process automation.
- Knowledge of SOC 2, ISO 27001, GDPR, and audit preparation.
- ITIL, Security+, CASP+, Google Workspace Administrator, AWS SysOps, Azure Administrator, or similar certifications.
- Experience supporting payroll, HRIS, ERP, or compliance-sensitive systems.
- Experience designing global or 24/7 support operations.
- Reduce procurement costs by 15%.
- Achieve 100% offboarding compliance.
- Execute secure IT asset disposal programs.
- Publish 15+ knowledge-base articles and reduce repeat tickets by 25%.
- Achieve 95% on-time compliance review completion.
- Automate 70% of preventive maintenance activities.
- Deliver process improvement recommendations.
- Complete global laptop assessments.
- Achieve 100% compliance in access management audits.
- Reduce end-user security incidents by 20%.