Our client is the global leader of ethically sourced diamonds and fine gemstones based out of the United States. With over 15 years of steady growth and market expansion they are looking to add new key members to their e-commerce team. This is a unique chance to work for a well-established company and grow professionally surrounded by top-notch talent.
ABOUT THE ROLE
We are searching for a Lead Support Engineer. This role will lead a team which provides critical systems and end user support across corporate technologies, enterprise backend apps, and the e-commerce website. This is a critical role helping the company provide a seamless user experience on their e-commerce platform.
SPECIFIC RESPONSIBILITIES
● Deploy and maintain IT systems to support corporate strategy and meet compliance requirements.
● Provide responsive help desk and incident support via our ticketing system, with emphasis on automation and enabling self-service.
● Recruit, train, manage and coach a team of support engineers
● Create, share, and continually improve system documentation and company IT processes.
● Maintain and be proactive with any monitoring tools to ensure coverage of observability and reduce reactive calls.
WORK EXPERIENCE AND REQUIREMENTS:
● Experience working in SOX, PCI, CCPA/CPRA and GDPR environments is preferred
● Helpdesk team management: software, data & network access requests, software and hardware troubleshooting, etc.
● Administration and automation experience with help desk ticketing systems (Service Now, Jira Service Management, FreshService, etc.)
● Weekly new-hire onboarding, including laptop procurement/provisioning and SaaS account provisioning appropriate for the department and role.
● Expert in Microsoft Office O365, SharePoint and Teams.
● Strong Windows & MacOS user/troubleshooting/admin experience.
● Use of automated device enrollment (AutoPilot and Apple Business Manager) and MDM tools (Jamf and Intune) for enrollment and secure configuration of employee laptops.
● Timely upgrading and patching of corporate computers and other network devices.
● Work with Security and Legal team to define and implement data classification, storage, and retention policies across multiple SaaS storage tools.
● Asset management: software licenses, laptops, network devices, and associated budgets.
● Identity and Access Management, Single Sign-On and automated provisioning with Okta or similar IAM tool for both employees and contractors.
● Role Based Access Control (RBAC).
● Securely managing privileged accounts (admins, service accounts, breakglass accounts).
● Project management skills.
● System and process documentation and improvement.
● Development of end-user training and self-service materials.
● KPI reporting for management.
● Supporting integrations between various IT systems.
● Administration of corporate VOIP phone system and A/V systems for conference meeting rooms in multiple locations.
● Corporate ISP, gateway, firewall and VPN administration.
● Enterprise WiFi administration.
● Annual budgeting.
● Advanced English (C1 minimum).
● Experience in e-commerce is a plus.
BENEFITS:
● 100% remote position
● Very competitive salary