IT Operations Engineer, Notion

• 5+ years experience of IT support or similar experience
• Drive diverse IT operations with strong independent judgment and decision-making. Demonstrate exceptional self-direction and proactively apply structured problem-solving methodologies like ITIL to consistently deliver results
• Expertise across SaaS productivity tools (e.g. OKTA, Workday, Google, Microsoft, Slack) and device management tools (e.g. Kandji, InTune, Fleet), with proven ability to optimize their implementation and usage
• Expert-level troubleshooting capabilities for hardware and software in macOS environments, with proven mastery in resolving complex issues across iOS and Android mobile platforms
• A solid foundation in IT compliance and security protocols. Document and maintain standard operating procedures and how-to guides for our team's Notion resource library
• A service-oriented mindset through effective communication, addressing stakeholder needs, building strong relationships, and adapting to changing priorities—all while delivering high-quality IT solutions
• Proactively seek opportunities for process improvement. Add value to the team by fostering a collaborative environment, inspiring peers, mentoring junior members, and contributing ideas to implement automation and zero-touch workflows
• Excel at bridging cultural differences and navigating diverse business practices globally, while consistently delivering clear and impactful communication with all stakeholders, both internal and external
• Flexibility to work from the office on non-designated remote days is required

Desirable

• As a member of the IT Operations team, you will be entrusted with providing exceptional technical support for our end users while serving as a technical resource for the team
• Reporting directly to the IT Operations Manager, you will have direct impact in establishing first-class global support, elevating IT operational processes, as well as fostering positive relationships with functional stakeholders
• The primary focus of this role outside of technical support will include, but not be limited to, improving efficiencies in critical areas such as IT policies, IT governance, and IT compliance
• Regional IT Support: Own comprehensive IT support services across global regions, with primary emphasis on US operations. The position requires demonstrated ability to establish service excellence benchmarks, facilitate effective end-user engagement, and enhance self-service capabilities
• User lifecycle management: Oversee and enhance user provisioning workflows throughout the employee journey, ensuring seamless transitions while maintaining alignment with IT security protocols
• Asset lifecycle management: Oversee end-to-end hardware asset administration, including coordinating procurement activities with global teams, maintaining accurate inventory records, and strategically planning equipment acquisitions
• Strategic IT Program Development: Collaborate with cross-functional teams to enhance internal IT initiatives, including streamlining onboarding processes and implementing effective technical solutions to optimize operational efficiency