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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive IT support experience with a focus on delivering high-quality employee experiences and driving process improvements in a globally distributed environment. Proficient in supporting MacOS and Windows systems, utilizing automation and AI-assisted support to enhance service delivery.
Highest-signal resume keywords
IT Support ExperienceMacOS SupportWindows SupportAutomation of Support WorkflowsCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT SupportTicketing SystemsDevice Management ToolsSupport Workflow AutomationRoot Cause Analysis
Soft Skills
Interpersonal SkillsCustomer Satisfaction FocusMentoring
Tools & Technologies
JamfIntuneJiraOktaGoogle WorkspaceSlack
Industry Keywords
Service DeliveryIncident ResponseCross-Functional CollaborationSelf-Service SupportGlobal IT Team
Tech Stack
Tools & technologiesJamfMacOS
About the role
Key responsibilities & impact- Take ownership of IT support delivery, ensuring a high quality employee experience while contributing to a globally consistent and unified support model with seamless follow-the-sun handoffs across EMEA, Americas, and APAC.
- Oversee the support queue, triaging and resolving tickets while maintaining a high standard of service delivery, acting as an escalation point for complex issues, and leading incident response.
- Deliver high touch support across a variety of systems and infrastructure, including MacOS, Windows, mobile, AV, printers, and networking.
- Analyze support trends and recurring issues to identify root causes, then propose and build improvements in tooling, workflows, automation, and self-service to reduce future ticket demand.
- Contribute to automation and AI-assisted support experiences, including building and improving workflows, defining context-aware guidance and escalation paths, and helping shift repeatable work toward self-service.
- Partner with cross functional teams to troubleshoot broader issues and drive scalable improvements across our environment.
- Mentor and support junior team members, sharing knowledge and driving improvements in technical, automation, and customer service skills.
- Maintain strong relationships with customers and stakeholders through clear communication, proactive follow ups, and a focus on customer satisfaction.
- Participate in the team's on-call rotation, responding to incidents, troubleshooting issues, and contributing to root cause analysis and service reliability improvements.
Requirements
What you’ll need- 5+ years of IT support experience in fast paced, dynamic environments, working as part of a globally distributed IT team.
- Strong hands-on experience supporting MacOS and Windows, with experience using device management tools (e.g. Jamf, Intune).
- Proficient in enterprise tools including ticketing systems, identity and access tools, and productivity/collaboration platforms (e.g. Jira, Okta, Google Workspace, Slack).
- Experience improving and automating support workflows, reducing manual effort, and owning systems or processes beyond resolving individual tickets.
- Proven ability to work well under pressure, manage conflicting priorities, and drive process improvements for a globally distributed workforce.
- Outstanding communication and interpersonal skills, capable of translating technical issues for non-technical users and leading by example
- Ability to work onsite and travel (~25%) and as needed.
Benefits
Comp & perks- Lime is proud to be an Equal Opportunity Employer
- Dedicated to building and developing a team that reflects a wider range of backgrounds, abilities, identities, and experiences