IT Specialist

Job Summary:
21.co is looking for a well-rounded IT Specialist to join our growing Information Technology team. This person will learn and promote IT best practices throughout the organization and all its divisions. This includes helping with our 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. Opportunities to learn will include SaaS management, automation, SaaS infrastructure, and Security operations. 

The ideal candidate has exposure working in a startup or a rapidly growing and changing organization. 3+ years of IT experience with a blend of startup and later-stage company experience, preferred. 

Key Accountabilities and Scope:

• Day-to-day IT Support
• Computer management with MDM systems
• SaaS cloud management, engineering, 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:

• Working with macOS, Windows 11 Pro, and typical sysadmin tools for hardware
• Cloud savvy with modern sysadmin cloud service providers
• Excellent teamwork and communication skills
• Ticketing system experience (open, close, escalate, metrics tagging)
• Understanding network fundamentals (IP address schemas, WiFi, VLAN configs)
• Enrolling devices, and managing MDM policies, reimaging, and Bitlocker/FileVault principles
• Lifecycle principles such as onboarding, offboarding, mid-lifecycle change management
• Ability to liaise IT Support and provide informed handoffs between cross-time zones - preferred

Activities:

• On-site and virtual IT Support (we work hybrid in the office 3 days)
• Offer technical support to org-wide team
• Review diagnostics and efficiency of systems. 
• Report 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 daily standups and what they expect to do during the days ahead
• Takes tasks and manages time expectations accordingly 
• Continuously learning the IT stack and 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.