Senior IT Specialist

Job Summary:

21.co is looking for a highly motivated IT expert to join our growing Information Technology team. Here, you'll have the autonomy to build and promote IT policies, processes, and best practices that include continuous integration practices, automation, documentation, SaaS operations, IT Support, and cross-collaborating with other departments to standardize those processes across our enterprise.

You are a great fit if you have been a system administrator with cloud service providers in previous positions and know your way around IT Support principles and MDM operations. You will be a subject matter expert in all things SaaS management, IT automation, SaaS infrastructure, and IT Security ops.

Key Accountabilities and Scope:

• Day-to-day IT Support
• IT Engineering for our MDM systems
• Subject matter expert for SaaS cloud management, automation, and support
• Practices active listening, white-glove support, and empathic communication
• Proactively communicates the status of work in progress
• Escalates problems or cross collaborates with other teams to seek resolution
• Validates and updates documentation

Skills Required:

• 3-5 years of relevant industry experience 
• Working with macOS, Windows 11 Pro, and typical sysadmin tools for hardware
• Proficient with all Cloud and modern sysadmin service providers
• Excellent teamwork and communication skills
• Ticketing system experience (open, close, escalate, metrics tagging)
• Fully versed in IT network fundamentals, both hardware and software-based (IP address schemas, WiFi, VLAN configs, routers, switches, WAPs)
• Skilled in managing MDM policies, reimaging, and Bitlocker/FileVault principles
• Subject matter expert in employee lifecycle principles such as onboarding, offboarding, mid-lifecycle change management
• Ability to liaise IT Support and provide informed handoffs between cross-time zones - preferred
• AV fundamentals for conference room with expert details towards Logitech, Zoom, and other standard meeting room equipment 

Activities:

• On-site and virtual IT Support (we work hybrid in the office 3 days)
• Offer technical support to org-wide teams onsite or remote
• Review diagnostics and efficiency of IT systems, provide calibration as needed in accordance to IT guidelines
• Report/monitor SaaS outages and downtime with resolution steps and incremental updates as needed
• Monitor cybersecurity and company compliance requirements
• Anticipate and report the costs of replacing or updating computer systems and inventory
• Updates IT team documentation, records, questions, or comments
• MDM policy scripting and compliances, ability to explain the changes and end-user impact before execution
• Visual aids for end-users (documentation, support articles, screen recordings, step-by-step support guides)
• One-on-one and cross-team meetings focused on project knowledge sharing, escalations, and discovery
• Provides updates on work completed via standups and what they expect to do during the days ahead
• Takes tasks and manages time expectations accordingly
• Continuously improving the IT stack with ways to automate (reduce manual processes), areas of human error, and productivity/efficiency to the larger teams

Our Stack:

• MDM: Hexnode, Mosyle, Kolide
• SaaS products for IT, IDP: BetterCloud, Okta, Atlassian
• Modern cloud SaaS for productivity (email, chat, project management platforms, video conferencing)  
• Zoom & AV hardware for conference rooms (TVs, iPads, Logi equipment)
• Hardware: mix of Apple, Microsoft, Lenovo

This role is based in Zurich, Switzerland, and will be expected to work from our office in Zurich Monday - Wednesday, in a hybrid model.