IT Operations Engineer

Accountabilities:

• Own first-tier IT support through Slack, Notion, Jira tickets, calls, and other support channels.


• Triage, resolve, route, and escalate employee IT requests efficiently while maintaining appropriate service levels.


• Support macOS and iOS devices, including setup, troubleshooting, replacement, updates, and MDM enrollment.


• Administer and improve MDM workflows, device compliance, disk encryption, Device Trust, and endpoint security practices.


• Support identity and access management through Okta or similar platforms, including groups, entitlements, SSO, SAML, SCIM, provisioning, and deprovisioning.


• Manage onboarding and offboarding processes for new employees and departing team members.


• Own and improve hardware asset tracking across laptops, accessories, repairs, replacements, returns, storage, and repurposing.


• Create and maintain self-service troubleshooting guides, operational checklists, and internal IT documentation.


• Partner with IT, People, Security, and operational teams to identify and reduce recurring support issues.


• Evaluate and improve IT operations tools, asset management processes, and vendor workflows supporting EU and UK hardware operations.

Requirements

• Experience in IT operations, IT support, service desk, endpoint administration, workplace technology, or a similar technical role.


• Strong first-tier IT support capabilities, including request triage, user communication, escalation judgment, and SLA awareness.


• Hands-on experience supporting Microsoft, macOS, and iOS devices in a professional environment.


• Experience with tools such as Google Workspace, Slack, Google Meet, Microsoft 365, Zendesk, Jira Service Management, Notion request forms, or comparable systems.


• Experience working with MDM platforms such as Jamf or similar solutions.


• Working knowledge of identity and access management platforms such as Okta or equivalent systems.


• Understanding of SSO, SAML, SCIM, access provisioning and deprovisioning, and least-privilege access principles.


• Experience managing hardware assets throughout assignment, return, repair, replacement, repurposing, or disposal processes.


• Ability to create and improve support documentation, troubleshooting guides, operational checklists, and repeatable workflows.


• Security-conscious approach to IT operations, including device compliance, access reviews, administrative privileges, credential handling, and offboarding risks.


• Clear, empathetic communication skills combined with a practical and service-oriented mindset.


• Experience supporting remote-first, distributed, fast-growing, SaaS, technology, startup, or scaleup environments is a plus.


• Experience troubleshooting AV or video conferencing systems is a plus.


• Experience implementing or improving asset management software is a plus.


• Familiarity with EU and UK hardware vendors, storage, repairs, returns, and replacement workflows is a plus.

• Full-time employment.


• Fully remote position within Europe.


• Opportunity to support a distributed international workforce.


• Hands-on ownership across IT support, endpoint management, identity and access, and hardware operations.


• Opportunity to improve and scale IT processes within a rapidly growing environment.


• Close collaboration with IT, People, Security, and operational stakeholders.


• Opportunity to develop repeatable workflows and improve the employee technology experience.

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