If you’re a talented IT operations engineer with a proactive approach, we want you to help us build a safer, more open internet for millions of people worldwide.
Who you are
You’re a natural at solving problems, have experience tracking and maintaining IT assets, and know how to ask the right questions to get to the crux of an issue. You’re patient and determined, and you voice your concerns when the balance between effort and impact seems off.
What you’ll do
You’ll be responsible for supporting hundreds of colleagues globally through our cloud-based infrastructure. We maintain 100+ SaaS services on Okta, as well as Google Workspace, and workstations including Mac, Linux, Windows, Chromebooks, and AWS WorkSpaces. Workstations run device-management and endpoint protection clients, and we use SIEM to monitor events from our endpoint protection platform, applications, and networks.
In this role, you can expect to:
- Onboard new hires, provision laptops, and provide technical support
- Identify, prioritize, and resolve reported problems involving data, account administration, desktop hardware/software, and applications, escalating to the next tier when appropriate
- Perform support requests on various cloud services such as Google Workspace and Okta
- Monitor a helpdesk to provide support to 700+ geographically dispersed users and respond to tickets within the agreed time frame
- Work closely with IT vendors and partners
- Maintain an inventory of consumable IT products and know how to restock them locally
What you’ll bring
- Intermediate knowledge in administering end-user workstations (Windows, macOS, ChromeOS, Linux)
- An understanding of basic troubleshooting for desktop and endpoint hardware issues
- Ability to sanitize and reimage workstations and other devices
- Knowledge of common helpdesk/service desk systems and how to effectively use them
- Intermediate knowledge of managing SaaS services such as Google Workspace, Okta, and 1Password
- Intermediate knowledge of endpoint management solutions such as Workspace One and Kandji
- Basic understanding of TCP/IP, DNS, DHCP, and VPN configurations
How you’ll succeed
Your success in this role will be measured by:
- Your skill in identifying, prioritizing, and resolving reported problems
- Your ability to resolve issues and be an effective point of escalation
- Your contributions to the growth and development of the IT Operations Team through mentoring junior colleagues, sharing knowledge, and facilitating a collaborative and innovative environment
- Your role in ensuring our users are as productive as possible
- Your impact on user satisfaction as reflected in regular CSAT surveys
How we’ll support you
In our IT ecosystem, we are dedicated to empowering decision-making at all levels. Our culture is rooted in the inverted pyramid approach, where the engineers, who have a deep understanding of IT processes and technology, are the ones with the authority to make impactful decisions.
- We prioritize treating every team member with respect and promote open and constructive feedback, ensuring a culture of trust and transparency
- We encourage learning through experimentation and provide a safe space for everyone to learn from their experiences
- Our managers are dedicated to facilitating career growth and creating an environment that attracts and supports talented engineers
