Sr IT Engineer

Description

• A focus on customer service. Engage with and support our employees (our internal customers) worldwide to ensure full resolution of issues, suggest alternatives and solutions when possible, all while maintaining established service level agreements (SLAs).
  
  
• Identify, troubleshoot, document, and resolve technical problems pertaining to hardware, software, network, and SaaS solutions; provide escalation support for Apple macOS, iOS, iPadOS devices, Linux desktop, and Microsoft Windows clients.
  
  
• Track and work within our ticketing system (JSM), manage incidents requests and changes, escalate appropriately, and update ticket status in a timely and complete manner.
  
  
• Assisting across lines of business to help design, configure, and implement services & workflows, while maintaining compliance and security within our enterprise ecosystem.
  
  
• Manage incoming requests and incidents within our ticketing system, and provide technical first level support to our offices and our remote employees.
  
  
• Design, recommend, test, deploy, administer, and support enterprise business applications including antivirus (EDR), security monitoring tools, MDM, Zero Touch hardware deployment, Zero Trust network architecture, and SaaS applications.
  
  
• Liaise with vendors and service providers to perform troubleshooting,change management, implementations, and escalations.
  
  
• Work closely with HR Operations for new-hire onboarding, employee offboarding, and role changes across the company.
  
  
• Work closely with internal and external auditors to ensure continued SOC 2 and FedRAMP compliance across our corporate tech stack.
  
  
• Maintain an up to date IT hardware inventory.
  
  
• Promote a high-quality customer support and service culture to achieve operational excellence and customer satisfaction.
  
  
• Promote IT best practices and system usage.
  
  

• You are highly motivated to learn new technologies
  
  
• Demonstrate emotional maturity
  
  
• Ability to thrive both independently, and in a remote team dynamic
  
  
• Act with integrity and take accountability of specific tasks and activities
  
  
• Strong written and verbal communication skills with the ability to foster a collaborative working relationship with multiple areas across complex business lines
  
  
• Ability to manage multiple work streams concurrently and deliver on-time results
  
  
• Be a self driven person
  
  
• Be able to work autonomously
  
  
• Experience working within a multicultural / multi regional environment
  
  
• Comfortable in an informal environment where teamwork, accessibility and pragmatism are emphasized
  
  
• Strong analytical thinking, with a focus on documentation and knowledge management. Including the ability to research and understand complex processes and effectively communicate them to senior management
  
  
• Work with normal to limited supervision - work may be reviewed for accuracy occasionally
  
  

• Typically requires a minimum of 5 years of related experience in a technical service role with a Bachelor’s degree; or 3 years and a Master’s degree
  
  
• Previous experience as a team lead, manager, or other senior technical role is preferred
  
  
• Efficiency in supporting Linux is highly preferred
  
  
• Experience administering Google Workspace for enterprise is required
• Experience administering Atlassian products (Jira, JSM, Statuspage, Confluence) is highly preferred
• CompTIA A+ or an equivalent certification is a plus
• ITIL Certification is a plus
• Have experience with managing, maintaining, and implementing SaaS/Cloud Solutions.
• Have experience with managing, configuring and deploying an MDM (Mobile Device Management) solution. VMWare UEM and Kandji are preferred
• Experience working out of ITSM (Service Desk) solutions: Jira Service Manager is preferred

• This position may require up to 20% travel.
• Mostly on-site office environment with potential for occasional remote work

Occasional weekend/evening work required, with compensatory time off provided.

Devo does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.

Don’t meet every single requirement? At Devo we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

At Devo, diversity and inclusion means more than treating employees well and making them feel welcome. It is a commitment to hiring people who bring different insights because of their unique perspectives, ways of thinking, and prior experiences.

We intend to continue hiring great people and protecting our culture so everyone can be themselves and speak their minds. That way Devo will always be a place filled with purpose, energy, hard work, thoughtfulness, and respect.

To All Agencies: Please, no phone calls or emails to any employee of Devo outside of the Talent Acquisition team. Devo's policy is to only accept resumes from agencies via the Devo Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Devo and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid