Grafana Labs is hiringIT Operations Engineer

This is a remote position. We are looking for candidates in the United Kingdom.

You will be responsible for fielding end-user IT requests involving software, hardware, and SaaS application issues. Responsibilities involve high-touch customer service with a problem-solving approach to address incidents and requests through to resolution such as, but not limited to, installations, troubleshooting, Mac/PC/Laptop setup, and other special projects as assigned. In addition, you will also be responsible for discovering automatable tasks and reporting those to senior team members for implementation. Finally, you will own the internal knowledge base. There is an emphasis to continue to write new articles into this database and keep current articles up-to-date.

Key Responsibilities

• Find gaps in current provisioning and de-provisioning automation and work with senior team members to implement improvements.
• Provide end-to-end technical support for all IT products and services for Grafana employees (Grafanistas).
• Troubleshoot a range of problems, teaching or instructing users regarding end-user hardware, software, applications, etc.
• Create and maintain IT Operations documentation, FAQs, and solutions. 
• Oversee the Service Desk, including managing/creating a service catalog and incident (break/fix) management.
• Engages in research and in-depth troubleshooting to resolve technical issues.
• Partner with People Ops to handle onboarding, offboarding, employee changes, and new hire training.
• Handle equipment procurement and logistics for new hires, replacements, and refresh cycles.
• Streamline and automate processes as needed.

Requirements

• 3+ years of experience working with Google Workspace, Okta, Slack, Zoom, or similar cloud providers/suites.
• 5 years of experience with Windows 10, MacOS, and Linux Operating Systems.
• Proficiency with endpoint security (EDR and Antivirus) such as Crowdstrike, Sophos, or similar technologies.
• Proficiency with Mobile Device Management (MDM) tools such as JAMF, Workspace One, or similar technologies.
• Understanding of disk encryption across MacOS, Windows, and Linux.
• Experience with Office / Office 365.
• Experience with domestic and international shipping is a plus.

What you’ll bring to the role

• Strong verbal and written communication skills with the ability to effectively communicate with all levels of employees and provide support globally.
• A friendly, approachable, helpful customer service attitude.
• Experience working in a “remote first” environment.
• Empathetic, understanding, and humble.
• Strong work ethic.
• Experience working well in both a team environment and independently.
• Inquisitive demeanor with the willingness to learn new technologies and responsibilities.