IT Support Specialist

About Abacum Abacum is the leading Business Planning solution for finance teams to drive performance. By automating reporting, enabling collaboration, and simplifying planning and forecasting, we help finance teams shift from number crunching to driving strategic decisions. Founded in 2020 by two former CFOs, we’ve grown into a global team of 100+ people across 30+ nationalities. Headquartered in New York, we have offices in Toronto and Barcelona. We’re trusted by industry leaders such as Dish Networks, Strava, BetterUp, Kajabi, JG Wentworth, Abridge, Cortex, and hundreds more. We have raised over $100m, closing in June 2025 our $60M Series B, led by Scale Venture Partners, with the strong participation of Cathay Innovation, Y Combinator, Atomico, Creandum, and angel operators from Adyen, Zapier, and Twitch. Our mission is ambitious and we can’t do it alone - join Abacum as we build the future of Business Planning! About the role You will be the person employees turn to when something in their tech stack stops working. That covers hardware, software, account access and connectivity for colleagues working in the Americas timezones, plus the systems underneath it all: device enrollment and patching, user accounts and permissions across JumpCloud, Google Workspace, Slack, Atlassian and Bitwarden, and the asset inventory that tracks every laptop, peripheral and licence. You will be the first dedicated IT support hire in the region, so you will also shape how the work gets documented and handed over. Bringing this in house gives us tighter control over security and a noticeably better experience for colleagues, who get a named person rather than a ticket queue at arm's length. The role and budget are already approved, and you will work alongside the wider People team. What you will do - Act as the first point of contact for employee IT issues across the Americas timezones, covering hardware, software, account access and connectivity. - Provision and deprovision accounts and devices for onboarding and offboarding, so new joiners are ready on day one and leavers lose access the moment they should. - Manage device enrollment, patching and compliance across the fleet. - Follow up on machines that drift out of policy rather than waiting for someone to report them. - Administer user access and permissions in JumpCloud, Google Workspace, Slack, Atlassian and Bitwarden, applying least-privilege defaults rather than copying whatever the last similar user had. - Translate technical issues into plain language for non-technical colleagues. - Document recurring issues and maintain the internal knowledge base and SOPs so common fixes become self-service. - Maintain the IT asset inventory for laptops, peripherals and licences, including shipping, returns and regional stock levels. - Support basic security hygiene, including password resets and MFA enrollment. - Escalate complex issues to your manager, the wider team or vendors, and stay with them until they are closed. What you bring - Hands-on support experience: You have spent one to three years in an IT support, help desk or technical support role. - A clear explainer: You have strong communication skills and can walk a non-technical colleague through a technical issue without making them feel slow. - Comfortable with ambiguity: You work well in a fast-paced startup where the process may not exist yet, and you are happy to write the first version of it. - Fast learner: You pick up new tools and systems with minimal onboarding. - Tool fluency: You have worked with JumpCloud, Atlassian Jira, Slack and Google Workspace. - Cross-platform troubleshooter: You can handle basic troubleshooting across both macOS and Windows. - Fluent English: You can support colleagues and vendors in English day to day, in writing and on calls. Bonus points - Experience with MDM or endpoint management beyond JumpCloud, such as Intune or Jamf. - Having set up or tidied up a ticketing workflow in Jira Service Management, rather than only working inside one someone else built. - Light scripting or automation to remove repetitive account and device tasks. Benefits - Competitive compensation including equity package - Competitive vacation policy - Medical Insurance - L&D budget - Access to Meditopia (wellbeing platform) - Language courses (English / Spanish) Our Values Customer Obsession: We share the understanding that Abacum's sole purpose is to create value for customers and relentlessly deploy all creativity and energy to that end. Audacious Ambition: We dream big and embrace discomfort. We assume risks, make on-time mistakes and learn how to methodically accomplish our goals. Good People: We are self-reflective and praise diversity of thought. We don't justify the end with the means and know where to draw the line. We have fun every day. Tough Love: We truly care for everyone in the team and embrace honest feedback and radical candor as ways to genuinely help each other. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.