IT Engineer

Our Cloud Operations and IT team seeks an IT Engineer who is passionate about providing world-class support to our team members at Appspace and helping them exploit our technology to the greatest extent. The ideal candidate will see all repetitive, manual work as opportunities for automation, will understand ITIL and/or ITSM best practices, have experience supporting a variety of operating systems and endpoints, including Windows, MacOS, and Linux on desktops, laptops, and servers, have experience installing and troubleshooting a wide breadth of applications, all while having a caring bedside manner to the end users we support. You will work closely with a global team of Cloud & IT professionals to complete IT requests, implement IT projects, and improve the quality of the Information Technology services we offer to our team members. The right candidate will see recurring issues raised by end users as an opportunity to dig-in, determine the root cause, and overcome the issue permanently so other users are not impacted by the same problem. By accepting this role, you will have substantial opportunities to grow and mature your IT and Engineering capabilities, the opportunity to take on additional responsibilities, advance your career, and be part of an awesome company that is growing rapidly.

Job Responsibilities:
For this role, you will take ownership of and complete a variety of tasks and projects on a daily basis, including:
● Onboarding and Offboarding Appspace team members, including providing/recapturing laptops, desktops, and mobile devices, as well as configuring and deprovisioning access to applications and security group permissions.
● Granting or removing access to systems for existing Appspace team members.
● Procuring Hardware and Software, then supporting our Appspace team members on getting up to speed with those items.
● Troubleshooting Hardware and Software issues when team members are unable to fully-utilize these technologies.
● Troubleshoot communication tool issues, such as email, Slack, Microsoft Teams, Webex, etc.
● Troubleshoot printer, mouse, and keyboard issues.
● Rollout new processes, software, technologies, and automations to improve our team members’ IT experience.
● Manage the IT ticketing system queue, ensuring tickets are responded to within our SLA goals, regularly update tickets to keep our users informed, and daily striving to find ways of moving open requests forward to resolution.

Minimum Job Requirements:
● Minimum 3-5 years experience as an IT generalist within a high volume, dynamic environment.
● Must be able to learn and understand new technologies quickly.
● Must be able to communicate and collaborate well with others.
● Experience with Windows Desktop OS, Windows Server OS, and MacOS.
● Experience with solving complex issues through internet research or vendor support, and aggressively working towards minimizing Mean Time to Resolution (MTTR).

Desirable Skills and Experience:
● Experience building PowerShell or Linux Shell Scripting to automate tasks.
● Experience with Atlassian Jira and Atlassian Confluence.
● Desire to improve your scripting/programming to aid in automation.
● Experience working with Google Workspace as an Identity Management platform and an Office Productivity Suite.
● A lifelong learner; someone who enjoys learning new systems, services, models, methods and technologies and not satisfied until they gain an expert-level understanding in the skill rather than accommodating the current requirement or problem and moving on.

The Perks of Working for Appspace:

For all our KL based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, mental health resources, a 14 week maternity leave program and transport/parking allowance.

Additional perks include:

20 Days PTO

Flexible work schedules

Remote work opportunities

Paid company holidays

Appspace Quiet Fridays (No non-essential internal meetings scheduled)

A casual dress work environment