IT Support Engineer

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

📋 Description

• Deliver daily IT support throughout the organization, addressing issues related to hardware, software, and user access.

• Oversee and prioritize incoming requests through Slack, Jira, and various other channels, ensuring a seamless and responsive support experience.

• Serve as an escalation point for more intricate or unresolved technical challenges.

• Establish and manage user accounts, access rights, and permissions across essential systems (e.g., Google Workspace and SaaS applications).

• Assist with onboarding and offboarding processes in collaboration with People Operations, ensuring a smooth and secure experience.

• Administer and maintain core internal systems, including SaaS tools and identity management solutions.

• Oversee company devices and IT inventory, encompassing provisioning, tracking, and lifecycle management.

• Collaborate closely with the Finance team on software licensing, renewals, and cost management.

• Act as a primary point of contact for IT vendors (e.g., Atlassian, LastPass, JetBrains), managing relationships and resolving issues efficiently.

• Enhance and maintain IT documentation, internal guides, and self-service resources.

• Collaborate with the Security team to support compliance initiatives and internal controls.

• Provide support to a globally distributed team across various time zones, adapting to diverse needs and working styles.

⛳️ Requirements

• Proven experience in an IT support or helpdesk role within a contemporary, SaaS-driven environment.

• Strong troubleshooting capabilities across Mac and Windows platforms, along with general familiarity with SaaS tools and end-user devices.

• Actively engage with and utilize AI tools in your daily tasks, employing LLMs for troubleshooting, research, and automation, while naturally guiding others in that direction.

• Experience in administering tools such as Google Workspace (or comparable identity management platforms).

• A proactive and service-oriented approach, demonstrating care for the user experience beyond simply closing tickets.

• Outstanding verbal and written communication skills in English, with a keen ability to meticulously document processes.

• Comfortable working independently within a remote, distributed team.

• **Nice To Have_**

• Experience with Jira Service Management or similar ticketing systems.

• Familiarity with MDM tools (e.g., Intune or equivalent).

• Exposure to security and compliance frameworks (e.g., SOC2, ISO27001).

• Experience managing SaaS vendors and licensing agreements.

• Basic scripting knowledge (e.g., Bash, PowerShell).

🏝️ Benefits

• 25 days of vacation annually, in addition to the Christmas Shutdown (an extra 3 days).

• Premium medical care provided through Regina Maria.

• Access to mental health support.

• Support for menopause-related issues.

• Regular social events, with a monthly allowance for each employee.

• Up to €1000 training budget per year.

• €200 allocated for home office expenses.

• Selection of workstation according to preference.