Senior IT Support Technician

About Acast
Since 2014, Acast has been building the world’s most valuable podcast marketplace, creating the technology that connects podcast creators, advertisers, and listeners. Its marketplace spans more than 140,000 podcasts, 3,300 advertisers, and one billion quarterly listens. Crucially, those listens are monetized wherever they happen—across any podcast app or listening platform.

About the role

We are looking for a driven and experienced Senior IT Support Technician to serve as the primary IT presence in our New York office. This is a hands-on, site-focused role suited to someone who has built their career in fully cloud-based, SaaS-heavy environments and is comfortable operating as the sole IT professional in their timezone and location.

You will be the first point of contact for all IT needs in New York, trusted to make day-to-day decisions independently and keep the office running smoothly. At the same time, you will be an active member of our distributed global IT team, collaborating across time zones to deliver a consistent support experience for all Acast employees — wherever they work.

Acast operates a fully cloud-based infrastructure with no on-premise servers. Our workforce is hybrid and globally distributed, relying heavily on SaaS applications for everything from communication and collaboration to device management and identity. If this is the kind of environment you have thrived in before, this role will feel like a natural fit.

This role is based in our New York office on a hybrid schedule of a minimum of 3 days per week in the office, and reports directly to the Global Director of IT.

Compensation range: $90000 - $95000 annual

What you´ll do

Operations

• Act as the IT site lead for the New York office, owning all local IT operations and serving as the primary point of contact for in-office and hybrid staff.

• Make confident, independent day-to-day decisions for your site — triaging and resolving issues, managing local hardware and AV equipment, and escalating to the global team where appropriate.

• Maintain meeting room technology and office AV equipment (e.g., Google Meet hardware or equivalent), ensuring a reliable experience for hybrid meetings.

• Manage device provisioning, repair, and asset tracking for the New York office, including zero-touch deployment via MDM for new starters.

SaaS & Cloud Administration

• Administer and support the SaaS platforms that power our workforce, with a focus on Google Workspace, MDM (Iru and Intune), and our identity provider.

• Own user lifecycle management — onboarding, offboarding, access provisioning and deprovisioning — across our cloud application stack.

• Manage our IT service management platform (Freshservice) ensuring tickets are triaged, resolved, and SLAs are met.

• Maintain working knowledge of the broader SaaS application landscape and support staff with day-to-day questions and access issues across cloud tools.

Support & Global Collaboration

• Deliver responsive, high-quality technical support to New York-based staff and contribute to global IT support coverage across time zones.

• Collaborate with the global IT team to align on processes, share knowledge, and contribute to documentation and standard operating procedures.

• Proactively identify recurring issues, contribute to root cause analysis, and help implement fixes that reduce support volume over time.

Who you are

• Minimum 5+ years of experience in an IT Support, Desktop Support, or IT Operations role.

• Proven experience working in a fully cloud-based, SaaS-first environment — comfortable without on-premise infrastructure.

• Demonstrated experience as the sole or primary IT resource at a site or in a timezone, with the confidence to make indep