Sr. IT Helpdesk Technician

Join the dynamic team at Brivo as a Senior IT Helpdesk Specialist, where you’ll play a key role in keeping our global workforce connected, supported, and productive. As a trusted technical resource, you’ll take ownership of day-to-day IT operations, troubleshoot complex challenges, manage hardware and software deployments, and help deliver a seamless technology experience for employees., * Helpdesk Escalations & SLA Management: Resolve support tickets and serve as the Tier 2 escalation point for complex tickets, diagnosing and resolving complex desktop OS (macOS, Windows, Linux), software, and peripheral issues within target SLAs.

• User Onboarding & Offboarding: Lead technical onboarding and offboarding workflows, including account provisioning, hardware deployment, user orientation, and prompt access revocation upon departure.
• Identity & Access Management: Administer routine user accounts, group memberships, SSO, and MFA configurations in Okta and core SaaS applications (e.g., Slack, Google Workspace, Jira, Salesforce).
• Device Lifecycle & Endpoint Support: Assist with enrolling, configuring, and deploying company laptops and mobile devices via MDM platforms (IRU, Apple Business Manager and Google); handle inventory, asset tracking, and hardware repairs.
• Basic Network & Office Infrastructure Support: Troubleshoot day-to-day office connectivity, Wi-Fi, VPN access, local printing, and conference room AV setups, escalating core infrastructure design and firewall modifications to Network/Systems Engineering.
• Productivity tools administration Configure, administer and implement best practices for the deployment of productivity tools such as Google WorkSpace, Jira, Zulip, Slack, Claude and similar.
• Process Documentation & KB Maintenance: Maintain up-to-date internal technical documentation, step-by-step guides, and end-user self-service knowledge base articles.
• Employee Enablement & Training: Deliver IT orientation sessions for new hires and provide ongoing guidance on IT security policies, tool usage, and best practices.

This role offers an exciting opportunity to work with a global IT team, gain hands-on experience with technologies such as Okta, Google Workspace, and device management systems, and contribute to projects that improve IT infrastructure, security, and employee experience. We’re looking for a self-motivated, customer-focused problem solver who thrives in a fast-paced environment, enjoys tackling technical challenges, and takes pride in helping others succeed. If you’re passionate about technology, eager to grow your expertise, and ready to make a meaningful impact in a growing international organization, we’d love to hear from you!, * Experience: 5+ years of progressive experience in IT Support, Technical Helpdesk, or Desktop Support roles within a fast-paced environment.

• End-User Service Focus: Strong interpersonal skills with a patient, customer-first approach to troubleshooting and user enablement.
• Multi-OS Troubleshooting: Advanced hands-on proficiency supporting macOS and Windows environments, with working knowledge of Linux environments.
• Identity & SaaS Tool Support: Hands-on experience performing day-to-day user administration in Okta, Google Workspace, Slack, and Jira.
• MDM & Hardware Management: Experience deploying endpoints and executing policies using MDM solutions (e.g., Jamf, Kandji, Intune) alongside IT asset tracking software.
• Office Networking Fundamentals: Practical understanding of basic network troubleshooting (VPN, Wi-Fi, TCP/IP, DNS, DHCP) and AV/conference room technology. * Education: High school diploma or equivalent required; Bachelor’s degree in Information Technology or relevant industry certifications (e.g., CompTIA A+/Network+, Apple Certified Support Professional, Jamf Certified Admin) preferred.

• The Brivo Experience: We thrive on in-person collaboration and a “one-team” atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products.

• Total Rewards: o Diverse team with 20+ nationalities o 23 paid holidays yearly + Dutch public holidays o Company equipment for work use; o Enrollment in our collective pension plan; o Company swag and a business casual scale-up work atmosphere; o Once or twice a year a stunning company day;

• Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation, Brivonians may be eligible for a benefits and perks package tailored to their work location.

Brivo is a Great Place to Work-Certified company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security., Brivo and Eagle Eye Networks have come together to create a category-defining, cloud-first platform at the intersection of AI and the physical world. Our mission is simple and ambitious: to make physical spaces safer, smarter, and more autonomous-from single-site businesses to global enterprises.

As the unified global leaders in cloud-based access control and video surveillance, we provide a comprehensive digital foundation for the built environment. By combining Brivo’s pioneering building access platform with Eagle Eye’s AI-powered video management system (VMS), we have created a system of intelligence that protects over 600 million square feet across 90+ countries. Every door, camera, and credential in our ecosystem acts as a real-time sensor, leveraging AI to prevent incidents, improve operations, and enable entirely new workflows across sectors, including commercial real estate, retail, healthcare, education, and critical infrastructure.

With a global footprint spanning headquarters in Bethesda, Maryland, and Austin, Texas, and international offices in Amsterdam, London, Bangalore, and Tokyo, we are leveraging our open APIs and cyber-secure cloud infrastructure to reshape the future of physical security. Join us as we build the world’s most robust platform for video intelligence and smart space automation. Learn more at www.brivo.com.