Senior IT Systems Administrator, HackerRank

• Five or more years of relevant experience in corporate IT support, systems administration or IT operations
• Hands-on experience administering macOS endpoints in a corporate environment, with strong experience in Jamf or a comparable MDM platform
• Experience administering Okta or another enterprise identity provider
• Experience supporting business applications such as Google Workspace, Microsoft 365, Notion, Linear, Slack and Zoom
• Experience managing employee onboarding, offboarding, access provisioning and hardware lifecycles
• Experience working through an IT service-management or ticketing system against defined service levels
• Strong troubleshooting and analytical skills, and the ability to manage several competing requests and projects while meeting deadlines
• Strong written and verbal communication skills, including explaining technical concepts to non-technical employees
• You take ownership of problems and remain accountable until they are resolved
• You enjoy combining hands-on employee support with systems and process improvement
• You can establish structure and priorities in a fast-changing environment
• You communicate proactively and build trust with employees, partners and vendors
• You apply sound judgement when handling access, employee information and security-sensitive issues
• You look beyond the immediate request to identify root causes and scalable solutions
• You work effectively both independently and as part of a distributed team

Desirable

• The Global IT team delivers secure, reliable and user-friendly workplace technology for employees across regions, managing employee support, endpoints, identity and access, business applications, IT assets and workplace technology while partnering with Security, People, Finance and external service providers
• As a Senior IT Systems Administrator, you will provide hands-on IT support for the Bay Area office and support employees across the AMER and EMEA regions — administering the macOS endpoint environment, identity and access platform, and core SaaS applications
• This is a hands-on senior individual-contributor role combining employee support with systems administration, asset lifecycle management, security compliance, vendor coordination, process improvement and IT project delivery
• You will work independently, own complex issues through resolution, and improve how IT services are delivered as the organization evolves
• Provide Tier 1 and Tier 2 support for employees across AMER and EMEA, resolving incidents and service requests within agreed service levels
• Serve as an escalation point for complex endpoint, identity, application and connectivity issues
• Support employees through Slack, Zoom, email and approved remote-support tools
• Identify recurring issues and develop documentation, self-service resources and long-term solutions that reduce repeat requests
• Administer Jamf, Okta, VPN, DLP, Google Workspace, Microsoft 365, Slack, Zoom, Adobe and other approved business applications
• Manage user accounts, application access, groups, SSO, MFA and related identity-management workflows
• Support onboarding, internal transfers and offboarding by ensuring accounts, access and equipment are provisioned or removed accurately and on time
• Support periodic access reviews and provide evidence for applicable security and audit requirements
• Own the lifecycle of laptops, mobile devices and other IT assets — procurement, configuration, deployment, maintenance, recovery and secure decommissioning
• Configure and support macOS devices through Jamf, including enrollment, application deployment, policy management and compliance monitoring
• Coordinate warranty support, repairs, replacements and hardware recovery with employees and vendors
• Provide hands-on technology support for the Bay Area office, including workstations and conference-room technology
• Coordinate with vendors and internal partners during office changes, technology upgrades or new workplace setups
• Partner with the EMEA managed-service provider on timely support, device delivery and asset recovery
• Manage hardware and service-provider relationships, monitoring delivery quality and escalating issues when required
• Use ticket trends, SLA performance, employee feedback and asset data to identify service and process improvements
• Identify opportunities to automate repetitive IT workflows — onboarding, offboarding, access provisioning and device management
• Lead assigned IT projects from requirements gathering through implementation, documentation and adoption