IT Admin

Summary

Join HackerRank's high-performing IT team as an IT Admin, providing support to employees across the AMER and EMEA regions. You will handle IT service requests, troubleshoot technical issues, and manage the lifecycle of company assets. The role requires experience with JAMF, Okta, and Mac administration in a corporate environment, along with IT helpdesk or support experience. Responsibilities include providing remote and on-site support, managing inventory, assisting with onboarding, and collaborating with vendors. Success in this position demands strong problem-solving, communication, and collaboration skills. The ideal candidate is highly motivated, works well independently and as part of a team, and is passionate about delivering exceptional customer service.

Requirements

• Provide Tier 1 & 2 support in an IT environment for internal customers, resolving incidents and fulfilling requests
• Configure and support macOS in a corporate environment, including troubleshooting issues and ensuring compatibility with various software applications
• Proficient with JAMF, Google Suite, Microsoft Office 365, Zoom, Atlassian, OKTA or other IDP to administer and manage the company's IT systems and tools
• Communicate effectively with customers and colleagues, utilising excellent interpersonal skills to build relationships and address concerns
• Work both independently and collaboratively as part of a team, contributing to the success of the organization
• Utilize strong problem-solving and analytical skills to identify and resolve technical issues and escalate when necessary
• Prioritize and manage multiple tasks and projects effectively, meeting deadlines and commitments
• Stay current with emerging trends and technologies in IT support, bringing innovative ideas to improve processes and workflows

Responsibilities

• Provide remote tier 1 & 2 support to the AMER and EMEA regions, in various SaaS applications, such as Okta, Google Suite, O365, Adobe, Atlassian, Slack, and Zoom
• Provide hands-on IT support for the Bay Area office, including setup and ongoing maintenance of in-office systems, while also supporting remote team members across other locations
• Efficiently identify, troubleshoot, and escalate technical issues for individuals and groups, while determining the appropriate course of action and promptly communicating and escalating severe issues as necessary
• Support remote users via Slack, Zoom, email, and desktop remote control software
• Oversee the entire lifecycle of laptops, mobile devices, inventory, and assets by managing vendor relationships, ordering, imaging, configuring laptops, providing maintenance, warranty support, collecting off-board equipment, and decommissioning hardware
• Ensure proper management of company assets and inventory by maintaining up-to-date end-user records, and ensuring that the inventory, asset management system, and MDM meet the necessary requirements for maintaining our security certifications
• Assist with new hire onboarding efforts, including delivering training, providing onboarding documentation, and setting up new hires with the appropriate hardware and SaaS access
• Collaborate with our EMEA MSP vendor to ensure timely delivery and return of assets to existing staff, new hires, and off-boarded employees
• Create and document processes, procedures, and support guides for staff to resolve common troubleshooting requests and internal IT processes
• Communicate IT concepts effectively to both technical and non-technical users
• Use data to make informed decisions and build processes accordingly
• Plan accordingly to manage ambiguity and ensure timely hardware delivery to all employees globally
• Personify the company's value of Customer Delight and build strong customer relationships by delivering customer-centric solutions

Preferred Qualifications

• Experience with JAMF
• Office set up experience
• Experience Mac
• Experience with OKTA
• Experience with G-Suite/Slack/Zoom
• Strong customer support skills
• Strong communication skills
• Start up environment experience