IT Operations Engineer

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

📋 Description

• Act as the primary IT support contact for Finom employees via Jira Service Management and Slack.

• Assess and address requests within the service level agreement (SLA), keeping users informed and concluding tickets with clear and friendly communication.

• Diagnose issues related to Windows and macOS hardware, operating systems, software, networks, and device enrollment remotely.

• Manage device enrollment and compliance issues in JumpCloud MDM, including software installations and updates, and escalate complex cases with thorough documentation.

• Oversee onboarding and offboarding processes in JumpCloud, Google Workspace, and Torii.

• Address access requests and single sign-on (SSO) issues while adhering to access governance and least-privilege principles.

• Administer user-level applications such as Jira, Confluence, Slack, and Notion.

• Maintain Jira Service Management request types, knowledge base articles, and operational workflows.

• Recognize recurring ticket patterns and develop documentation, scripts, or automation suggestions.

• Assist DORA, ISO 27001, and SOC 2 security and compliance initiatives by following established procedures and keeping records.

⛳️ Requirements

• Minimum of 2 years in IT support, service desk, or a comparable user-facing technical position.

• Practical troubleshooting experience with Windows and macOS hardware, operating systems, applications, peripherals, and network connections.

• Proven customer service experience and the ability to communicate effectively with non-technical colleagues under pressure.

• Familiarity with ITSM or ticketing systems, preferably Jira Service Management, and experience working within SLAs.

• Working knowledge of user administration in Google Workspace or M365.

• Understanding of mobile device management (MDM) solutions such as JumpCloud MDM, Intune, or Jamf.

• Knowledge of identity providers like JumpCloud, Okta, or Entra ID.

• Strong written documentation skills, including clear ticket notes and knowledge base articles.

• Proficiency in English, both written and spoken.

• Basic scripting skills in PowerShell, Bash, or Python are advantageous.

• Confidence in using AI tools is a plus.

• Familiarity with ISO 27001, DORA, SOC 2, or SaaS management tools like Torii is beneficial.

• Experience with meeting room and AV setups, such as Google Meet or Zoom Rooms, is a plus.

• Background in a fast-growing or regulated organization is a plus.

🏝️ Benefits

• Ongoing personal and professional development opportunities.

• Flexibility to travel and work remotely or in a hybrid model throughout Europe.

• Stock Options Program available to all team members.

• Continuous support and focus on employee well-being and success.

• Work & Swim Program: one month stay in a corporate apartment in Cyprus.

• Environmentally conscious corporate culture.