Senior Enterprise Operations Engineer

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

• Provide VIP level support to C-suite and senior leadership.

• Monitor a service desk and 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 advanced troubleshooting for desktop and endpoint hardware issues

• Experienced with VIP level support for senior management

• 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/Iru

• Basic understanding of TCP/IP, DNS, DHCP, and VPN configurations