IT Operations Specialist, Alan

• 1-3 years IT operations experience (or strong internship/student association background in a tech environment): Device management (MDM — ideally Kandji, Jamf, or Intune), SaaS administration, basic identity & access management (Google Workspace, SSO)
• MacOS fluency: Comfortable troubleshooting macOS at scale. Understands the Apple ecosystem (Apple Business Manager, DEP enrollment)
• Operational reflexes: Can triage issues, communicate to users during incidents, and escalate appropriately. Has oncall or production support experience (or equivalent)
• Documentation mindset: Writes clear, structured documentation. Understands that knowledge trapped in one person's head is a risk
• Learning velocity: Picks up new tools and processes quickly. Doesn't need to know our exact stack, but demonstrates fast ramp-up capability
• Delivers with attention to detail: Handles run tasks reliably and consistently
• Raises questions and identifies frictions: Spots problems, flags them, and suggests improvements
• Takes feedback well and learns fast: Open to coaching, iterates quickly
• Collaborative and positive: Works well with teammates and other communities
• Proactive: Identifies what needs doing and proposes next steps (with guidance where needed)
• Languages: Fluent French & English
• For this opportunity, we are aiming to hire within the B0-B1 level range
• If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply as it can only bring learnings or success
• Remember, this is just a guide, not a checklist

Desirable

• As Alan scales internationally (700+ employees, 100+ healthcare professionals, 5+ countries), we need an IT Operations Specialist to manage device security, SaaS platforms, identity & access, and employee IT experience while contributing to build projects that reduce operational toil
• You'll work within the IT Community with guidance from senior teammates, growing into autonomy and ownership over time
• First 2 months
• Join IT oncall rotation (helpdesk) with buddy/shadowing support
• Discover Alan's processes, stack (Kandji, Apple Business Manager), SaaS ecosystem, and identity tools (Google Workspace, SSO)
• Handle most typical IT operations issues autonomously (equipment, SaaS access, account provisioning)
• First 6 months:
• Handle IT oncall shifts autonomously (40 to 60% of your work days) — solve most problems that do not require engineer input
• Own onboarding/offboarding workflows end-to-end
• Have wide knowledge of Alan's processes, equipment, and tools
• Contribute to “build” projects (MDM improvements, compliance documentation, self-service tooling) with guidance from senior teammates
• First year:
• Be regarded as an expert on at least one topic beyond the oncall rotation (e.g., MDM, SaaS admin, compliance documentation)
• Contribute on device compliance improvements (MDM, EDR, FileVault) across all countries
• Ship automation or self-service projects that measurably reduce IT toil — with limited guidance
• Lead low to medium IT projects end-to-end
• 3 years:
• Fully autonomous on the User Experience & Platform workstreams
• Lead medium to high-complexity IT projects end-to-end
• Mentor newer team members, reduce bus factor through documentation and knowledge sharing