Smartly is looking for a proactive and customer-focused IT Support Specialist to join our Global IT team and help strengthen technical support across the APAC region.
In this role, you will provide hands-on and remote technical support to employees across multiple locations, troubleshooting hardware, software, identity and access, and connectivity issues. You will primarily support macOS and Windows environments while working with enterprise applications, device management platforms, and cloud-based technologies.
We are looking for someone who enjoys solving problems, takes ownership of their work, and can operate independently while collaborating with a globally distributed team.
This position plays an important role in expanding our early-morning APAC support coverage, particularly for employees in Australia, Singapore, the Philippines, India, and China.
As an IT Support Specialist, You Will:- Provide Regional IT Support: Deliver timely and reliable technical assistance across APAC, with a focus on early business hours in Australia and Southeast Asia.
- Troubleshoot Technical Issues: Diagnose and resolve macOS, Windows, mobile device, hardware, software, networking, and application-related issues.
- Own Support Requests: Manage IT tickets from initial investigation through resolution, ensuring proper prioritization, documentation, communication, and follow-through.
- Support Employee Onboarding and Offboarding: Coordinate device provisioning, account creation, access management, and equipment returns.
- Manage Enterprise IT Systems: Assist with Google Workspace, identity and access management, endpoint management, and other internal IT platforms.
- Support Regional Offices and Leadership: Provide professional and responsive IT assistance to employees, Workplace teams, and regional leadership.
- Collaborate Globally: Work with IT colleagues across APAC, EMEA, and the Americas to ensure effective communication, escalation, and handovers.
- Improve IT Processes: Maintain documentation, contribute to our knowledge base, identify recurring issues, and recommend improvements to support workflows.
- Take Initiative and Ownership: Independently investigate and resolve technical issues, proactively communicate blockers, and escalate complex situations when appropriate.
- 3+ years of relevant experience in IT Support, Service Desk, or IT Operations.
- Strong hands-on troubleshooting experience with macOS and Windows in a corporate environment.
- Experience with enterprise identity and access management, including user provisioning, SSO, MFA, and account permissions.
- Familiarity with Google Workspace, Microsoft 365, or similar enterprise administration platforms.
- Experience using IT ticketing systems, managing competing priorities, and following issues through to resolution.
- Solid understanding of networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, and basic connectivity troubleshooting.
- Familiarity with endpoint management, device security, and basic IT compliance practices.
- Excellent written and verbal English communication skills and a strong customer-service mindset.
- Ability to work independently, troubleshoot unfamiliar problems, and make sound decisions with limited supervision.
- Strong organizational skills, accountability, attention to detail, and a proactive approach to communication.
- Ability to work the designated early APAC shift and collaborate effectively with colleagues across global time zones.
- Experience with MDM solutions such as Jamf, Kandji/Iru, Microsoft Intune, or Workspace ONE.
- Hands-on experience administering Google Workspace.
- Experience supporting Apple devices in a predominantly macOS environment.
- Familiarity with Slack administration and enterprise SaaS applications.
- Experience with IT automation or scripting using Bash, PowerShell, or similar technologies.
- Experience supporting iOS and Android devices in a corporate environment.
- Experience providing IT support to senior executives.
- Experience supporting distributed offices or working within a global IT team.
- Familiarity with ITIL principles and IT service management best practices.
You'll have the opportunity to make a direct impact on how IT services are delivered across our APAC region.
As part of a global IT team, you'll gain exposure to a broad range of enterprise technologies, collaborate with colleagues around the world, and contribute to improving our processes and employee experience.
We value curiosity, initiative, accountability, and continuous learning. This is an opportunity for someone who wants to grow beyond traditional service desk responsibilities, take ownership of meaningful challenges, and help shape a reliable and scalable IT support environment.
Apply Now and Shape Your Future with Smartly!
Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers.
Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it.
Visit Smartly to learn more.
The processing of your information is described in our Candidate Privacy Notice.
Skills Required
- 3+ years of relevant experience in IT Support, Service Desk, or IT Operations
- Hands-on troubleshooting experience with macOS and Windows in a corporate environment
- Experience with enterprise identity and access management, including provisioning, SSO, MFA, and permissions
- Familiarity with Google Workspace, Microsoft 365, or similar enterprise administration platforms
- Experience using IT ticketing systems and managing competing priorities through resolution
- Understanding of DNS, DHCP, VPN, Wi-Fi, and basic networking troubleshooting
- Familiarity with endpoint management, device security, and basic IT compliance
- Excellent written and verbal English communication skills
- Ability to work independently and troubleshoot unfamiliar problems with limited supervision
- Strong organizational skills, accountability, attention to detail, and proactive communication
- Ability to work the designated early APAC shift and collaborate across global time zones
- Experience with MDM solutions such as Jamf, Kandji, Microsoft Intune, or Workspace ONE
- Hands-on experience administering Google Workspace
- Experience supporting Apple devices in a predominantly macOS environment
- Familiarity with Slack administration and enterprise SaaS applications
- Experience with IT automation or scripting using Bash, PowerShell, or similar technologies
- Experience supporting iOS and Android devices in a corporate environment
- Experience providing IT support to senior executives
- Experience supporting distributed offices or working within a global IT team
- Familiarity with ITIL principles and IT service management best practices
What the Team is Saying
Smartly Compensation & Benefits Highlights
-
Leave & Time Off Breadth — Five weeks of paid vacation, 11 paid holidays, and unlimited sick days are described for U.S. roles, with leave highlighted as a standout element. Feedback suggests the policy is a strong headline benefit where it applies.
-
Healthcare Strength — Medical, dental, vision, and mental-health support are included in published benefits, with health coverage characterized as a strong component. Life and disability insurance are also noted.
-
Retirement Support — A 401(k) with employer matching is part of the U.S. package. This retirement support is positioned as a meaningful addition to total compensation.
Smartly Insights
What We Do
We solve for advertising campaign and creative complexities - both key elements to the time/money savings and performance that brands, agencies and businesses seek. Our unified platform combines media, creative, and intelligence, offering end-to-end workflows powered by AI across the open and closed web. With over 700 brands and advertisers, we've proven that dynamic and personalized creative makes advertising impactful. We are on a mission to transform the advertising experience for brands and their consumers. ⚡️
Why Work With Us
As a fast-paced growth company, we offer opportunities to maximize learning and amplify impact. Our culture and values have always been the secret sauce of our growth. They define how we aspire to build our adtech product, whom we hire and reward, and how we work towards a shared vision. Join us in moving advertising forward.
Gallery
Smartly Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are a hybrid workplace where Smartlies have the flexibility of hybrid work combining office and work from home. We also offer programs for short-term remote work globally.
