Technology Operations Engineer

Join our Technology Operations team as a Technology Operations Engineer. In this role, you will be the primary resource for our Boston office, providing Tier 1 Helpdesk support, managing IT asset management, and administering various SaaS applications. You will work closely with cross-functional teams and have the opportunity to grow your career in a fast-paced, SaaS-driven environment.

• Serve as the primary on-site technology resource and local escalation path for the Boston office, providing Tier 1 Helpdesk support and owning the IT asset management function.
• Administer a variety of SaaS applications, including Okta, Google Workspace, Slack, Jira, Zoom, and Office365, and assist with TechOps projects within TechOperations and Security Engineering.
• Develop and maintain Technology Operations documentation, monitor and maintain Helpdesk service level agreements, and work closely with cross-functional teams on relevant initiatives.

• Experience with ITSM, specifically Jira Service Management or any Helpdesk ticketing system
• Experience with endpoint management tools such as Jamf, Fleet, Intune, AWS Workspace, and WorkspaceONE
• Experience with video conferencing and AV systems
• Experience with IAM platforms, specifically Okta or similar
• You know that the internet is a scary place, understand security concepts, and can put them into action to protect us and our users
• Excellent communication skills and customer service attitude
• 3+ years experience troubleshooting hardware, software, and systems in a corporate environment supporting Mac OS and Windows
• 3+ years experience working in a heavily SaaS-based environment
• You are a technology enthusiast who is always excited to learn about new apps, devices, and ways to do things better. Requirements can vary depending on leveling and scope
• Willingness to occasionally flex working hours to provide backup coverage for EMEA-based colleagues
• Comfortable operating as the sole or primary on-site technology resource for a location, with the judgment to know when to escalate
• Experience with network troubleshooting
• Experience owning or meaningfully contributing to IT asset management, including inventory, procurement, and device lifecycle
• You are motivated by helping others succeed. When things break - and they will - you are eager and able to help fix things. You like thinking of ways to improve efficiency or bring delight to the people you work with