IT Support Specialist

About Hire Overseas

We're looking for an IT Support Specialist to own the Android tablet environment used by clinical teams in the field. This role sits inside a fast-moving AI-native healthcare platform where nurses and therapists depend on properly configured, reliable devices to deliver care directly to patients. When a clinician's device goes down, this role is the first line of defense. Speed, accountability, and clear communication are not optional here.

You will own device configuration, enrollment, provisioning, and Tier 2 support for the full tablet fleet while working cross-functionally with IT, engineering, and operations. This role requires someone with hands-on MDM experience, a strong Android background, and the ability to translate complex technical issues for non-technical clinical staff without losing precision.

If you bring a no-task-too-small ownership mentality, respond fast when it matters, and take pride in keeping a device fleet running reliably at scale, this role is built for you.

Why You'll Want to Join

• 100% remote setup so you can work wherever you're most productive
• Direct ownership over a device platform that supports clinical care delivery at scale
• Close collaboration with IT leadership, engineering, and operations from day one
• Paid Time Off in accordance with company policy
• Observance of Holidays per company guidelines

What You'll Work On

General IT Support

• Serve as the dedicated IT support resource for the HR team and broader internal staff
• Handle help desk requests including account access, software troubleshooting, connectivity issues, and hardware support
• Triage and resolve internal IT tickets promptly, escalating to engineering when issues require deeper technical investigation
• Maintain clear documentation of recurring issues and resolutions to reduce repeat requests
• Onboard new team members from an IT perspective including account setup, device provisioning, and access management

Device Platform Management

• Manage and maintain the Android tablet fleet and mobile device management platform including Samsung Knox or equivalent
• Adjust device configurations as vendor platform capabilities evolve
• Enable new functionality, security settings, and device policies across the full device fleet
• Build and maintain device profiles that support clinical workflows in the field
• Establish and manage an incremental release process for device configuration updates

Device Provisioning and Enrollment

• Manage device acquisition, onboarding, and deployment processes end to end
• Configure and enroll new tablets into device management portals consistently before deployment
• Ensure every device is properly configured before it reaches a clinician
• Track device inventory and lifecycle status across the full fleet

Device Support

• Provide Tier 2 support for device-related issues including complex configuration and connectivity problems
• Troubleshoot and resolve issues quickly with a target resolution time under 30 minutes for critical issues
• Document device management processes and troubleshooting procedures clearly enough for others to follow
• Support the transition of Tier 1 device support responsibilities to other team members as the function scales

Platform Improvements

• Identify opportunities to improve device reliability, performance, and usability across the fleet
• Support rollout of new device capabilities and updates with minimal disruption to clinical teams
• Work cross-functionally with IT, engineering, and operations to ensure the device environment keeps pace with operational and clinical needs

Action Item and Documentation Management

• Track all active tasks, user requests, and engineering dependencies to ensure nothing falls through the cracks
• Maintain and improve runbooks for triaging and troubleshooting as the company grows
• Configure and enforce device policies, profiles, and security settings across the fleet
• Keep documentation current and organized so the support process scales without knowledge bottlenecks

What You Bring

• Hands-on experience managing Android devices in an enterprise or large-scale deployment environment
• Solid general IT support background including help desk, troubleshooting, and user-facing support
• Experience with mobile device management platforms, with Samsung Knox or equivalent strongly preferred
• Strong troubleshooting skills across mobile device systems, configurations, and connectivity
• Comfort navigating production databases using SQL and running scripts via CLI to investigate issues
• Ability to translate complex technical issues clearly for non-technical clinical and operations audiences
• Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion
• Strong written and verbal communication skills across both technical and non-technical audiences
• No-task-too-small ownership mentality: issues resolved fast, loops closed without being asked, urgency is the default
• Highly organized and responsive with the ability to manage multiple open tasks simultaneously

Nice to Have

• Experience supporting field teams or distributed workforces in operational environments
• Background in healthcare, home health, or a regulated industry
• Experience managing device provisioning and full lifecycle operations at scale
• Familiarity with security frameworks or compliance requirements relevant to clinical device environments

How to Apply

Please include:

• Your updated resume
• A short Loom video (1 to 2 minutes) walking through a device management environment you have owned, what MDM platform you used, and how you handled a complex device issue or fleet-wide configuration change

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

If you take ownership seriously, move fast when devices are down, and want to build a reliable device platform that directly supports clinical care in the field, this role gives you the scope and the trust to own it end to end.

Key skills/competency

• Android Device Management
• Mobile Device Management (MDM)
• IT Support
• Device Provisioning
• Troubleshooting
• Samsung Knox
• Help Desk
• Technical Support
• Fleet Management
• User Support