What you'll do
IT support and service delivery
Provide Tier 1 and Tier 2 support for employees across AMER and EMEA, resolving incidents and service requests within agreed service levels.
Serve as an escalation point for complex endpoint, identity, application and connectivity issues.
Support employees through Slack, Zoom, email and approved remote-support tools.
Identify recurring issues and develop documentation, self-service resources and long-term solutions that reduce repeat requests.
Systems and access administration
Administer Jamf, Okta, VPN, DLP, Google Workspace, Microsoft 365, Slack, Zoom, Adobe and other approved business applications.
Manage user accounts, application access, groups, SSO, MFA and related identity-management workflows.
Support onboarding, internal transfers and offboarding by ensuring accounts, access and equipment are provisioned or removed accurately and on time.
Support periodic access reviews and provide evidence for applicable security and audit requirements.
Endpoint and asset lifecycle management
Own the lifecycle of laptops, mobile devices and other IT assets — procurement, configuration, deployment, maintenance, recovery and secure decommissioning.
Configure and support macOS devices through Jamf, including enrollment, application deployment, policy management and compliance monitoring.
Coordinate warranty support, repairs, replacements and hardware recovery with employees and vendors.
Bay Area workplace technology
Provide hands-on technology support for the Bay Area office, including workstations and conference-room technology.
Coordinate with vendors and internal partners during office changes, technology upgrades or new workplace setups.
Global operations and vendor management
Partner with the EMEA managed-service provider on timely support, device delivery and asset recovery.
Manage hardware and service-provider relationships, monitoring delivery quality and escalating issues when required.
Process improvement and projects
Use ticket trends, SLA performance, employee feedback and asset data to identify service and process improvements.
Identify opportunities to automate repetitive IT workflows — onboarding, offboarding, access provisioning and device management.
Lead assigned IT projects from requirements gathering through implementation, documentation and adoption.
Who You Are
Five or more years of relevant experience in corporate IT support, systems administration or IT operations.
Hands-on experience administering macOS endpoints in a corporate environment, with strong experience in Jamf or a comparable MDM platform.
Experience administering Okta or another enterprise identity provider.
Experience supporting business applications such as Google Workspace, Microsoft 365, Notion, Linear, Slack and Zoom.
Experience managing employee onboarding, offboarding, access provisioning and hardware lifecycles.
Experience working through an IT service-management or ticketing system against defined service levels.
Strong troubleshooting and analytical skills, and the ability to manage several competing requests and projects while meeting deadlines.
Strong written and verbal communication skills, including explaining technical concepts to non-technical employees.
Even better if you have
Experience working in a distributed, high-growth or startup technology environment.
Experience supporting office networks, conference-room technology and workplace IT systems.
Experience managing vendors, managed-service providers and international hardware logistics.
Familiarity with SOC 2, ISO 27001 or comparable security and compliance environments.
Experience automating IT workflows through scripting, APIs or workflow-automation tools.
Relevant Jamf, Okta, Apple, ITIL or CompTIA certification.
You will thrive in this role if
You take ownership of problems and remain accountable until they are resolved.
You enjoy combining hands-on employee support with systems and process improvement.
You can establish structure and priorities in a fast-changing environment.
You communicate proactively and build trust with employees, partners and vendors.
You apply sound judgement when handling access, employee information and security-sensitive issues.
You look beyond the immediate request to identify root causes and scalable solutions.
You work effectively both independently and as part of a distributed team.
This role carries a total potential annual earnings (OTE) of $135,000–$148,000, comprising a base salary of $135,000 and variable pay of up to $13,500, plus equity. This range doesn't include additional benefits. Salary may be adjusted based on business needs. Final offer may vary based on skills, experience, location, and other compensation components.
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