IT Specialist

The IT Specialist will be the primary owner of day-to-day IT operations for EIDU globally. This role ensures that staff have reliable, secure, and well-supported technology to do their jobs. This includes resolving tech support issues, safeguarding company data and devices, and managing who has access to what across our systems. This is a hands-on role suited to someone who is equally comfortable fixing a laptop issue and thinking through a security or access control problem. This role reports to the Director of People.

• Serve as the first point of contact for IT issues raised by staff, providing timely troubleshooting for hardware, software, and connectivity problems.
• Set up and configure laptops, mobile devices, and peripherals for new hires, and support device handover and return for leavers.
• Maintain an accurate inventory of IT equipment and licenses and coordinate repairs, replacements, and vendor support when needed.
• Document common issues and fixes to build out a simple internal knowledge base for staff self-service.
• Provision and deprovision user accounts and access across cloud systems Google Workspace, Microsoft 365, Slack, etc. as staff join, change roles, or leave.
• Maintain membership in Google Groups, distribution lists, and shared mailboxes so they stay accurate as the team changes.
• Manage access permissions to shared drives and folders in line with role and need-to-know, working with the global team to flag anomalies.
• Own the EIDU's SaaS and software tool stack — track subscriptions and licenses, manage renewals, and evaluate new tools or retire unused ones.
• Track IT-related vendor contracts and costs, flagging budget or renewal issues to management.
• Deploy, monitor, and maintain antivirus/endpoint protection software across all company devices.
• Monitor for and respond to basic security alerts, escalating more complex incidents to external IT/security partners as needed.
• Run regular security hygiene checks software updates, patching, password policy compliance and flag gaps to management.
• Deliver simple, practical security awareness guidance to staff e.g., phishing recognition, safe browsing, password practices.
• Support good data hygiene practices across the office, including file organisation, storage limits, and secure handling of sensitive information.
• Work with the global People team to ensure data practices align with EIDU-wide and country-specific data protection standards.
• Act as the local liaison with external IT vendors, internet service providers, and any global engineering colleagues.
• Support IT needs for office moves, new equipment rollouts, and any events or training.
• Recommend improvements to IT policies, tools, or processes as the team grows.

• Minimum of 5 years' experience in an IT support, systems administration, or IT operations role.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Strong experience supporting both windows and macOS environments.
• Proven experience working in a Tier 2 or equivalent technical support environment.
• Proven experience with antivirus/endpoint protection tools and basic cybersecurity practices.
• Proven experience administering Microsoft 365 and/or Google Workspace.
• Experience supporting a distributed, remote or multi-country organisation.
• Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, Wi-FI and routing.
• Experience with endpoint protection/EDR and basic cyber security operations.
• Experience with user administration, identity management, MFA, and access controls.
• Experience with IT asset management and SaaS administration.
• The desire to use your skills to bring about positive social change.
• Excellent communication skills oral and written including the ability to communicate technical information with non-technical audiences.
• High level of trustworthiness and discretion, given regular exposure to sensitive data and systems access.
• Great interpersonal skills to collaborate with people at all levels of the organisation and from diverse backgrounds and cultures.
• Interested in contributing to others' success.
• Ability to work in a start-up environment navigating complex and fast-changing circumstances.
• Highly organised person with strong attention to detail and process management skills.
• Ability to work reliably and have end-to-end project ownership.
• A relevant IT certification e.g. CompTIA A+/Network+/Security+, Google IT Support, Microsoft 365 Certified, etc.
• Familiarity with basic scripting or automation for routine IT tasks.
• Experience in a startup, or fast-growing organisation.