IT Operations Engineering

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

📋 Description

• Deliver first-level IT assistance to Finom employees through Jira Service Management and Slack

• Prioritize and resolve requests within the service level agreement (SLA), keeping users informed, and closing tickets with effective communication

• Remotely troubleshoot hardware, operating systems, software, peripherals, and network issues on Windows and macOS

• Oversee device enrollment and compliance matters in JumpCloud MDM, along with software installations and updates

• Escalate intricate technical issues while maintaining detailed documentation of the troubleshooting procedures followed

• Assist with onboarding and offboarding processes in JumpCloud, Google Workspace, and Torii

• Manage access requests and SSO problems, adhering to access governance and least-privilege principles

• Administer user settings in Jira, Confluence, Slack, and Notion

• Maintain JSM request categories, knowledge base entries, and workflows

• Recognize recurring ticket patterns and suggest knowledge articles, scripts, or automation solutions

• Contribute to security and compliance initiatives pertaining to DORA, ISO 27001, and SOC 2 by following established procedures and keeping accurate records

⛳️ Requirements

• 2+ years of experience in IT support, service desk, or a comparable user-facing technical role

• Proficient in troubleshooting Windows and macOS hardware, operating systems, applications, peripherals, and network connections

• Proven track record in customer service; patient, empathetic, and effective in communication with non-technical colleagues, even under time constraints

• Familiarity with an ITSM or ticketing system, preferably Jira Service Management, and experience working to SLAs

• Basic understanding of user administration in Google Workspace or M365

• Knowledge of an MDM solution like JumpCloud MDM, Intune, or Jamf

• Awareness of identity providers such as JumpCloud, Okta, or Entra ID

• Strong documentation skills, including clear ticket notes and knowledge base contributions

• Proficient in English, both written and spoken

• Basic scripting skills in PowerShell, Bash, or Python are a plus

• Comfortable using AI tools is advantageous

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

• Experience with meeting room and AV setups like Google Meet or Zoom Rooms is a plus

• Previous experience in a fast-growing or regulated company is a plus

🏝️ Benefits

• Opportunities for continuous personal and professional growth

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

• Stock Options Program available to every team member

• Ongoing support focused on employee well-being and success

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