IT Operations Specialist

About the role

You are the designated owner of the Information Technology environment for Figure's first Brazilian operations unit in São Paulo, responsible for end to end user experience and infrastructure stability. You will design, implement, and maintain all aspects of IT operations for this new site from initial setup through ongoing optimization without reliance on legacy configurations. Working closely with the United States based IT leadership, you will interpret global standards into local execution, ensuring that processes, tools, and documentation are consistent with Figure's worldwide framework. You are expected to build scalable and repeatable practices from scratch, applying rigorous problem solving to support both human and robotic workflows in an autonomous environment. As one of the earliest hires in Brazil, you will shape the culture of technology and reliability for future teams joining the site. Your role demands ownership of complex interactions between people, processes, and systems, translating business needs into robust operational solutions. You will continuously measure, report, and improve service levels, balancing user satisfaction with security, compliance, and cost efficiency across the entire lifecycle of the operation.

Key facts

What you'll do

Drive the end to end user support model, handling onboarding and offboarding of collaborators, account management, advanced troubleshooting, diagnosis, and resolution of incidents, and oversight of peripherals.

Oversee the full lifecycle management of a fleet of Apple devices, including provisioning, enrollment in MDM platforms such as Jamf, Kandji, or Mosyle, patching, version control, asset tracking, and disposal.

Administer Google Workspace identities, groups, and access controls in close coordination with the headquarters IT team, ensuring alignment with global security and productivity policies.

Design, operate, and monitor the local network infrastructure, including Wi-Fi, Ethernet switches, DHCP, and connectivity, while managing relationships with internet providers and escalating technical issues.

Plan and execute the setup of meeting rooms, printers, and shared peripherals for a brand new operational unit, ensuring standards, documentation, and readiness.

Develop and maintain vendor relationships and service level processes for internet, device warranties, and support contracts, ensuring clear escalation paths and accountability.

Create and refine playbooks, standard operating procedures, and knowledge base articles to enable consistent support and reduce dependency on individual experts.

Perform capacity planning and roadmap forecasting for devices, network, and support resources based on growth scenarios, hiring plans, and operational metrics.

Implement basic automation and scripts to accelerate device setup, configuration, and recovery, improving reliability and scalability of operations.

Monitor key performance indicators such as incident resolution time, user satisfaction, and asset accuracy, and propose data driven improvements.

Ensure compliance with information security policies, data protection practices, and audit requirements relevant to the use of corporate systems and data.

Support the integration of robotic systems and related peripherals into the IT environment, ensuring compatibility, monitoring, and operational continuity.

Coordinate training and communication for end users, promoting best practices in device usage, security, and efficient use of collaboration tools.

Maintain inventory accuracy and audit readiness through regular verification of hardware, software, and licenses across the facility.

Contribute to project initiatives beyond the immediate scope of operations, providing technical input for new sites, tools, and strategic investments in infrastructure.

Requirements

Bring a minimum of 4 years and up to 8 years of professional experience in IT support or operations, with a track record of managing end to end responsibilities for an office or unit.

Demonstrate hands on expertise with macOS and Apple device management, including practical use of MDM solutions such as Jamf, Kandji, or Mosyle for enrollment, configuration, and remediation.

Show proven ability administering Google Workspace, including users, groups, roles, and security settings within a business environment.

Possess a strong understanding of office network technologies, including Wi-Fi design, DHCP, VLANs, routing, firewall basics, and collaboration with internet service providers.

Communicate effectively in English at a professional level to interact daily with a distributed IT team based in the United States, participating in meetings, documentation, and incident response.

Have experience working in a fast growing technology company, adapting quickly to changing priorities, tools, and processes while maintaining high standards of service.

Be comfortable working on site in a presencial role at the São Paulo location during standard business hours, with availability to respond to critical issues outside these times when required.

Commit to following established security, privacy, and operational procedures, ensuring that all activities align with company policies and regulatory obligations.

Nice to have

Experience opening a new office or scaling IT operations in a rapidly expanding company, with examples of process definition and execution.

Ability to create scripts or automation for device imaging, configuration, or reporting, reducing manual effort and improving consistency.

Practical notes

This role is based in São Paulo, Brazil, and requires presence at the office during standard working hours.

Travel is not required for this position.

No visa sponsorship is needed for this role as the location is within Brazil.

The start date is aligned with the operational readiness of the São Paulo unit and will be confirmed during the hiring process.