IT Administrator

Summary

Join HackerRank's team as a Fully Remote IT Admin, providing tier 1 & 2 support to employees in the AMER and EMEA regions. You will manage IT service requests, troubleshoot technical issues, and oversee the lifecycle of company assets. The ideal candidate possesses 3-4 years of experience with JAMF, Okta, and Mac administration in a corporate setting, along with prior IT helpdesk or support experience. Responsibilities include supporting remote users, managing inventory, assisting with onboarding, collaborating with vendors, and creating support documentation. This role requires strong problem-solving, communication, and teamwork skills. HackerRank offers a competitive benefits package including a home office stipend, remote work stipend, professional development reimbursement, wellbeing benefits, flexible PTO, comprehensive insurance, employee stock options, and more.

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
• Experience with JAMF
• Experience Mac
• Experience with OKTA
• Experience with G-Suite/Slack/Zoom
• Previous IT Helpdesk or IT Support experience

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
• 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
• Manage multiple projects efficiently, prioritizing and completing projects per IT Support SLA commitments

Preferred Qualifications

• Strong customer support skills
• Strong communication skills
• Start up environment experience

Benefits

• One-time home office set up stipend
• Monthly Remote Work Enablement Stipend
• Professional Development Reimbursement
• Wellbeing Benefits (Headspace, etc)
• Flexible paid time off and paid leave for new parents
• Insurance for all employees (term life, personal accident, medical) along with medical insurance for their dependents
• Employee stock options, flexible work hours, and time off
• 401(K)
• Quarterly performance incentives
• Equity (stock options)
• Medical, dental, vision, life insurance, travel insurance
• Monthly work-from-home stipend
• Learning and development reimbursements
• Flexible remote-first work culture
• Flexible time off
• Generous parental leave