Key Accountabilities and Scope:

• Day-to-day IT support
• Computer management with MDM systems
• SaaS cloud management, engineering, and support
• Practices active listening, white-glove support, and empathic communication
• Proactively communicates the status of work in progress
• Escalates problems or cross collaborates with other teams to seek resolution 
• Validates and updates documentation

Skills Required:

• Working with macOS, Windows 11 Pro, and typical sysadmin tools for hardware
• Cloud savvy with modern sysadmin cloud service providers
• Excellent teamwork and communication skills
• Ticketing system experience (open, close, escalate, metrics tagging)
• Understanding network fundamentals (IP address schemas, WiFi, VLAN configs)
• Enrolling devices, and managing MDM policies, reimaging, and Bitlocker/FileVault principles
• Lifecycle principles such as onboarding, offboarding, mid-lifecycle change management
• Ability to liaise IT Support and provide informed handoffs between cross-time zones - preferred

Activities:

• On-site and virtual IT support (we work hybrid in the office 3 days)
• Offer technical support to org-wide team
• Review diagnostics and efficiency of systems. 
• Report outages and downtime with resolution steps and incremental updates as needed
• Monitor cybersecurity and company compliance requirements
• Anticipate and report the costs of replacing or updating computer systems and inventory 
• Updates IT team documentation, records, questions, or comments
• MDM policy scripting and compliances, ability to explain the changes and end-user impact before execution
• Visual aids for end-users (documentation, support articles, screen recordings, step-by-step support guides)
• One-on-one and cross-team meetings focused on project knowledge sharing, escalations, and discovery
• Provides updates on work completed via daily standups and what they expect to do during the days ahead
• Takes tasks and manages time expectations accordingly 
• Continuously learning the IT stack and ways to automate (reduce manual processes), areas of human error, and productivity/efficiency to the larger teams 

Our stack:

• MDM: Hexnode, Mosyle, Kolide
• SaaS products for IT, IDP: BetterCloud, Okta, Atlassian
• Modern cloud SaaS for productivity (email, chat, project management platforms, video conferencing)
• Zoom & AV hardware for conference rooms (TVs, iPads, Logi equipment)
• Hardware: mix of Apple, Microsoft, Lenovo

This role is based in Zurich, Switzerland and will be expected to work from our office in Zurich Monday - Wednesday, in a hybrid model.