IT Support & Service Desk Specialist, Smartly.io
$85-105k
Plus annual bonus + Equity grants for all new Smartlies
AI-powered advertising platform
Open for applications
AI-powered advertising platform
501-1000 employees
Open for applications
$85-105k
Plus annual bonus + Equity grants for all new Smartlies
501-1000 employees
Company mission
To unify the full funnel of marketing and break silos between advertisers, marketers, and creatives.
Role
Who you are
- 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
- You’ll bring a can‑do attitude, excellent communication, and smart problem‑solving to keep our growing operation running smoothly
- 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 and audience targeting, as well as analysing 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 advertising trends supports its continued growth, and its introduction of AI-powered intelligence across its platform shows it is keeping up with technology trends too.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Apr 2015
$2.9m
SERIES A
Total funding: $2.9m
Company benefits
- Generous healthcare packages and mental health services
- Career development opportunities, bonus programs and annual performance reviews
- Hybrid working model, with the option to work abroad for up to 30 days
- Company equity options program
- Paid holidays, OOO time and family leaves
Company HQ
Kluuvi, Helsinki
Leadership
Tuomo Riekki
(Co-founder, Board Member & Advisor)Initially served as CPO of the company. Also the founder of Focal and Zero, and previously founded DealMachine and Metrify.io.
Kristo Ovaska
(Co-founder & Board Member)Founder and CEO at Taito.ai. Initially served as CEO of the company. Previously founded Metrify.io, Startup Sauna, and Funrank.
Laura Desmond
(CEO)Also Founder and CEO at Eagle Vista Partners, and Operating Partner at Providence Equity Partners, as well as being a Board Member at Adobe and DoubleVerify. Former CEO of Starcom.
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