IT Help Desk

📋 Description

• Guarantee continuous operations and productivity for all Addi personnel by expertly managing a secure technology infrastructure, serving as the technical foundation that enhances the Zero-Trust model while ensuring an outstanding, seamless user experience.

• Maintain a 95% ticket resolution rate within Asana SLAs, aiming to reduce the average initial response time for critical incidents to under 2 hours.

• Ensure that 100% of the device inventory (macOS/Windows) adheres to hardening policies and MDM standards (Jamf/Intune) within the first 120 days, closing any gaps in unauthorized access.

• Achieve a 0% error rate in access and license provisioning/deprovisioning on employees' first and last days, thereby safeguarding data security from onboarding to offboarding.

• Automate a minimum of 3 repetitive manual processes (using Bash, Python, or Google Apps Script) each quarter, allowing for a 20% increase in operational capacity for the Corporate IT team.

• Develop and regularly update a technical knowledge base (Wiki/Docs) to decrease Level 1 basic ticket submissions by 15% by the second half of the year.

⛳️ Requirements

• 2-3+ years of hands-on experience in technical support within startups, showcasing expertise in hybrid infrastructures (macOS/Windows) and Cloud environments.

• Independently resolves intricate Level 2 and 3 incidents (Google Workspace, MDM) without the need for frequent escalation.

• Utilizes previous experience to foresee common hardware or software malfunctions, minimizing downtime through swift diagnostics based on past incidents.

• Possesses a B1 level of English or higher, facilitating the independent use of technical documentation and effective communication with global vendors or teams.

🏝️ Benefits

• Competitive compensation & meaningful ownership

• Health insurance

• 401(k) matching

• Flexible work arrangements

• Professional development opportunities