IT Engineer

This is a fully remote position, open to applicants in Poland.

📋 Description

• Serve as the escalation point for the IT support queue, addressing complex issues related to endpoints, identity, and core SaaS applications (such as Google Workspace, Okta, Slack, Zoom, Atlassian).

• Coordinate response initiatives for IT incidents and outages, encompassing troubleshooting, communication, and follow-up after incidents.

• Oversee internal user accounts, groups, and access (joiners/movers/leavers) across identity and essential SaaS platforms.

• Take ownership of and continually enhance onboarding and offboarding processes in collaboration with People, Security, and Hiring Managers.

• Deploy, manage, and maintain IT systems and services (including MDM, endpoint security, Zero Trust, collaboration tools, AI platforms, and asset inventory).

• Administer MDM-controlled endpoints (laptops and other devices), which involves provisioning, compliance policies, and operating system/app updates.

• Develop and maintain automations and workflows that reduce manual efforts in provisioning, access changes, and frequent support requests.

• Establish and manage IT controls that align with the company's security and compliance standards (e.g., SOC 2, ISO 27001), which includes access reviews, asset management, and endpoint standards.

• Collaborate with Security on evidence gathering, control execution, and remediation of IT-related audit issues.

• Ensure that IT policies, standards, and runbooks are adhered to and remain up-to-date; contribute to the drafting and enhancement of these documents.

• Create and maintain IT guides, runbooks, and knowledge base articles for both end users and IT colleagues.

• Work with cross-functional teams (Security, Engineering, People, Finance, CX) on IT-related projects such as new tool implementations, license rationalization, and process redesign.

• Identify challenges, define OKRs, and deliver comprehensive solutions that significantly enhance reliability, security, or user experience.

• Keep abreast of IT trends and emerging technologies; suggest practical improvements to our environment.

⛳️ Requirements

• Over 5 years of relevant IT experience (e.g., IT Engineer, Systems Administrator, IT Operations), including responsibility for critical IT systems and incident management.

• Practical experience in managing SaaS-heavy environments (e.g., Google Workspace/Microsoft 365, Okta or another Identity Provider, Slack, Zoom, Atlassian, HRIS tools).

• Proficient in endpoint management and MDM (e.g., Jamf, Kandji, Intune, or similar) across macOS and/or Windows.

• Proven experience in coordinating and resolving IT incidents and outages in a remote-first workplace.

• Understanding of security and compliance principles (least privilege, access reviews, endpoint baselines, change management) and their relevance in IT operations.

• Ability to create clear documentation (runbooks, knowledge base articles) and communicate effectively with both technical and non-technical audiences.

• Comfortable collaborating across time zones and engaging asynchronously in tools like Slack, Notion/Confluence, and Google Workspace.

🏝️ Benefits

• CaptivateIQ partners with a third-party Employer of Record to manage compliance, payroll, and, where applicable, benefits on our behalf.