Enterprise Infrastructure Engineer

2 weeks ago

gurugram, India GEMINI Full time

Department

: Platform

The Role: Enterprise Infrastructure Engineer

As an Enterprise Infrastructure Engineer, you will join a global support organization responsible for providing technical support for all end-user technologies, to all our employees. We are looking for a front-end support professional to provide timely and valuable technical assistance on IT systems across a large and diverse pool of technology services. The project side of this position is also exciting as you will be able to contribute on a wide variety of hardware, network, and software systems, as well as optimization, and implementation initiatives, all of which will keep you on a constant learning loop. The ideal candidate will thrive in the fast-paced setting of a growing start-up and enjoy the variety of work that this position offers. You need to be proactive and customer-focused. You will answer queries on technical issues and offer assistance to resolve them. You will troubleshoot, configure, and deploy a range of devices (for example, our Macbooks and Chromebooks) and conduct other daily support activities aimed to help and enhance our user communityʼs productivity. You are expected to perform timely and quality resolution to issues and record them in our ticketing system, while always providing an optimal customer services experience with every interaction. In addition, this role will participate in various service-management enhancement activities to implement the policies and procedures that governs the Global End User Services Team.

Responsibilities:

Provide quality and fast resolution to service and incident requests submitted to our support center via our ticketing system and Slack. Consistently document all information related to service and incident requests.  Experience managing endpoints using DevOps methodologies. Connect and automate our different SaaS applications using REST APIs. Interactions with customers and peers are learnt from, improving team performance as we optimize our processes. Provide user account management and administration via Google Workspace, Active Directory, Okta, Slack Enterprise, and Office 365. Manage vendor relations for those hosted and outsourced end user services and solutions. Support the stack of productivity tools and SaaS solutions powering the success of our users, for example G Suite, Office 365, Slack, others. Assist in Network troubleshooting for wired and Wi-Fi connectivity and VPN services. Troubleshoot A/V issues with connected room systems, Google Chrome boxes, Apple TVs, and other A/V hardware. Asset management administration – Laptop and Mobile device management via JAMF and Google MDM solutions. Assist the user community with the installation and configuration of IT equipment such as Mac, Chrome, and other peripherals. Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance, repairs, upgrades and implementation to always improve and innovate on the technology platform that makes Gemini tick. Assist with training for new and existing users regarding existing and new technologies.

Minimum Qualifications:

Degree in a technical field or 5 plus years of experience working as a support professional in the end user space.  3 years of Okta experience, ability to integrate apps with SSO/SCIM, build and edit Okta workflows to automate tasks. Jira administration knowledge. Ability to create and maintain Jira Projects/Dashboards/Sprints, etc. Minimum of 3 years of advance experience in supporting Apple MacOS and MDM devices. 5 years of experience with JAMF creating and supporting Policies, Config profiles, Extension attributes, etc. Advanced Google Workspace management and ChromeOS device management. Experience with handling A/V equipment. Understanding of networking principles including TCP/IP, DNS, DHCP, Wi-Fi, VPN. Proficiency in dealing with a variety of computer systems/applications required. Detail-oriented and able to manage multiple priorities. Ability to work well in a team environment across time zones.  Excellent verbal, written and analytical skills. Strong diagnostic, problem solving and communication skills. Proactive self-starter, with minimum guidance or management required. Experience troubleshooting printers, monitors, laptops, and other traditional corporate IT equipment. Must be eager to be hands-on, learning new technologies, and identifying how to improve and automate them.

Preferred Qualifications:

Experience in a startup, fintech or finance support. Understanding of SSO implementations (i.e. Okta). Experience with Linux and MacOS. It Pays to Work Here The compensation & benefits package for this role includes: Competitive base salary Benefits Discretionary annual bonus

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