Contract IT Specialist

We're seeking a motivated IT Support Specialist to join our passionate group of internal operations professionals. This is a new entry-level Information Technology position where you will provide essential day-to-day technical support to our employees. You will work under the guidance of senior leadership and other stakeholders. This role is crucial in optimizing our internal IT operations to enhance employee experience and efficiency. The ideal candidate will possess fundamental knowledge of the SaaS industry and demonstrate expertise in utilizing leading technologies and methodologies to drive employee satisfaction.

Your day-to-day will involve

• Responding to employee inquiries and troubleshooting technical issues with hardware, software, and occasionally home-based network connectivity.
• Documenting and escalating complex issues to the IT Manager.
• Conducting basic IT security procedures (e.g., password/2FA resets).
• Assisting with employee on/offboarding tasks.
• Updating the internal security bulletin database with risk mitigation plans.
• Maintaining and updating IT documentation.
• Assisting with IT projects under the guidance of the IT Manager.
• Performing testing procedures for new software releases and providing deployment support.
• Processing employee MacBook upgrades and retrievals.

Experience

• 1-2 years of experience in the Information Technology domain required.
• Experience supporting a remote-first workforce is required.
• Proficiency with MacOS is required (Ability to interpret macOS log files is a plus).
• Industry-specific certifications (e.g., Apple Deployment and Management (ADM) or Apple Certified macOS, Security+, or equivalent) are a plus.

Skills and abilities

• Understanding of Google Workspace management.
• All-around understanding of MDM and EDR solutions (e.g., Kandji & Malwarebytes).
• Experience in a dynamic, fast-growing environment.
• While not required, knowledge of scripting or programming languages (e.g., Python, Bash, or Shell) is a plus.

Qualities We Admire

• Outstanding communication, documentation, and interpersonal skills.
• A team-oriented perspective with the ability to work effectively, with the highest regard for responsibility to the company, its customers, and its employees.
• Outstanding organizational skills with thorough documentation techniques.

Working Conditions

• This is a contracted, full-time, remote position.
• Flexibility in work hours may be necessary to accommodate global team members and ensure timely completion of tasks.

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today, over 7,600 internet businesses use Customer.io to manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

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