IT Support & Service Desk Specialist, Smartly.io
$85-105k
+ Equity grants and annual bonus
AI-powered advertising technology company
Job no longer available
AI-powered advertising technology company
501-1000 employees
Job no longer available
$85-105k
+ Equity grants and annual bonus
501-1000 employees
Company mission
To unify the full funnel of marketing and break silos between advertisers, marketers, and creatives.
Role
Who you are
- You’ll bring a can‑do attitude, excellent communication, and smart problem‑solving to keep our growing operation running smoothly
- 3‑5 years of experience in IT support or service‑desk roles
- Working knowledge of ITIL processes and experience using modern ITSM tools (Freshservice, Jira Service Management, or similar)
- Strong troubleshooting skills for macOS, ChromeOS, meeting‑room A/V, networking basics (TCP/IP, DNS, DHCP, wifi configuration), and Google Workspace apps
- Proven ability to communicate clearly with executives and deliver white‑glove support
- Hands‑on experience with Workspace ONE UEM or Google Endpoint Management and SaaS‑management workflows (BetterCloud preferred)
- A proactive, can‑do attitude with accountability for follow‑through
- Excellent written and verbal communication in English
What the job involves
- As a Google‑first company, nearly all business applications run on Google Workspace and other SaaS platforms
- The IT Support & Service Desk Specialist will provide hands‑on support for our U.S. users, contribute to ITIL‑aligned processes, and ensure executives (including our CEO) receive white‑glove assistance
- Contribute to and refine ITIL 4 processes (Incident, Request, Problem, Change, Knowledge, Asset/Configuration)
- Administer and enhance our service‑desk platform (Freshservice, Jira Service Management, or similar), including workflow tweaks and self‑service portal updates
- Support SLAs/OLAs reporting; suggest improvements via KPIs and CSAT insights
- Provide hands‑on support for macOS, ChromeOS, iOS, Android, and Google Workspace apps (Gmail, Calendar, Drive, Meet, Chat, Sheets/Docs/Slides) plus critical SaaS line‑of‑business tools
- Deliver proactive, white‑glove support to executive leadership, including the CEO, with clear verbal and written communication and rapid resolution
- Establish and curate a living knowledge base and runbooks that enable first‑call resolution and user self‑help (FAQs, how‑to videos, gcloud scripts)
- Maintain an accurate hardware & software inventory across laptops, Chromebooks, mobile devices, peripherals, and SaaS subscriptions, in partnership with the Workspace team
- Collaborate with the Workspace team to streamline onboarding/offboarding processes and ensure device compliance via MDM and Asset Inventory tool
- Ensure all endpoints are protected (AV, full‑disk encryption, enrolled in MDM)
- Maintain, configure, and continuously improve Workspace ONE UEM and Google Endpoint Management, as well as SaaS‑management tooling (e.g., BetterCloud), to automate provisioning, license governance, and secure off‑boarding
- Coordinate with vendors on LAN/Wi‑Fi, ISP, VoIP, and meeting‑room A/V for our U.S. office together with the Workspace Team
- Maintain documentation and escalate complex network issues as needed
- Track service‑performance metrics and share improvement ideas with the team
- Leverage basic scripting or BetterCloud workflows to reduce manual tasks and resolve issues faster
Our take
Smartly.io helps advertisers automate their campaigns across the largest media platforms, including Facebook, Instagram, TikTok, and Pinterest. After seeing quick success following Facebook’s 2012 IPO, the company now works with over 700 brands including eBay, Uber, Ralph Lauren, Under Armour, and TechStyle.
Its suite of tools automatically creates ads and videos from product images, handling budget allocation, audience targeting, and where and when to purchase advertising. Consequently, Smartly.io has positioned itself to play a leading role in a market where brand and performance work are converging.
Smartly.io sold a majority stake to Providence Equity Partners in 2019 in a move to further its presence in the US. The company has since gone on to make several acquisitions of its own with Viralspace.ai and Ad-Lib.io. Smartly.io's ability to adapt to evolving social media advertising trends has it well set to see continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Apr 2015
$3m
SERIES A
Total funding: $3m
Company benefits
- Employee Health and Wellness is a priority: We firmly believe that health and wellbeing are key to our success. That's why we provide a variety of benefits that contribute to holistic wellbeing. Smartlies are offered generous healthcare packages* that aim to support physical health, along with mental health services that help in coping with everyday issues
- Total Rewards Approach to Compenstion: We value efforts that positively impact our growth, and we are intentional about measuring success. Smartlies' contributions are rewarded through compensation and benefits programs, as well as career development opportunities. We have bonus programs and annual performance reviews in place
- Hybrid Workplace and allowance to Work from Abroad: We follow a hybrid working model that includes two days per week at the office and the remaining three days as a personal preference, may that be remote or onsite. Smartlies also have the possibility to work anywhere in the world for up to 30 days or work at a Smartly location for up to 60 days each year
- Options Granted, Everyone is an Owner: We provide a company equity options program for all new hires. Our options’ vesting is based on 50% time with accelerator component and 50% company performance. On top of that, we reward exceptional performance with additional grants approved by the leadership team. At Smartly, everyone is an owner
- Work Life Balance is Encouraged: We respect and value that life also happens outside working hours. We firmly believe Smartlies can be their best only when they also have time to rest, relax, and recharge. Hence we strongly encourage taking time off and enjoy paid holidays, OOO time and family leaves
- Opportunities to Learn adn Grow: Maximize Learning is one of our company values which serves as the base for advocating for professional growth. In our culture which is built on trust, transparency and feedback, we aim to support and elevate Smartlies by learning on the job, continuous feedback, self-development, trainings, and mentoring
Company HQ
Kluuvi, Helsinki
Leadership
Tuomo Riekki
(Board Member & Advisor)Initially served as CPO of the company before transitioning into their current role in 2021. Also the founder of Focal and previously founded DealMachine and Metrify.io.
Kristo Ovaska
(Board Member)Initially served as CEO of the company before transitioning into their current role. Previously founded Metrify.io, Startup Sauna, and Funrank. Currently serves as a Board Member for various organisations.
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