Job description
About the Team
You will be joining a highly motivated IT team that is responsible for all aspects of internal IT support & corporate infrastructure. As part of the Sift Employee Experience team, we are about customer service and enabling our staff to do their jobs without technology slowing them down. To thrive in this role, you will need both technical skills and excellent social collaboration skills as we work with every other employee across Sift's global team. The current IT team has team members on the US West Coast, US East Coast & Italy.
What We're Looking For:
This is an experienced IT Systems Admin role responsible for direct support of our global staff as well as mentoring more junior folk on the team. A passion for working closely with others is a must. This role is primarily remote (home office), but does require some presence in the San Francisco office to support events and A/V infrastructure. There may be some opportunities for travel in the future and we have occasional off-sites that may require travel.
Most of our staff (~90%) run mac laptops and we support Windows just as well. We are a Google Workplaces company and leverage many of the usual enterprise grade SaaS apps including Okta, Slack, Zoom, Jira & Confluence.
What you'll do:
- Be curious and always learning, mentoring co-workers on all things IT
- Evaluate, triage and resolve global inbound support requests
- Multiple daily zoom calls to provide support to staff and team mates
- Provide amazing technical support in a user-friendly and professional manner across all channels (in-person, Slack, Jira, email and phone)
- Share in oncall rotation with the rest of the team
- Help maintain equipment asset management, set-up and configuration of new hire computers, and assist with systems changes as it relates to new hires
- Process both on & off-boarding for new accounts as well as help automate them
- Create and maintain IT helpdesk articles to enhance "self-service" efforts and the internal IT knowledge base (write & update Howtos for staff and Runbooks for Admins)
- Keep current with the latest technologies and best practices with regards to IT support, security, and operations
- Administer a wide variety of IT SaaS systems like Okta, Jamf, Slack, Jira, Confluence, Google Apps, Zoom
What would make you a strong fit:
- True passion to deliver amazing customer support
- Excellent verbal and written communication skills, fluent in spoken and written English
- Excited to collaborate with coworkers & leadership on all manner of IT related projects
- Effective working through Zoom, Slack and Voice, able to frequently context shift
- A love for learning and technology, you will be helping to set new processes & services
- Always willing to mentor others and comfortable asking for help
- Ability to troubleshoot and diagnose previously unseen technical problems
- Able to juggle multiple priorities focused on providing stellar customer service
- Minimum 3+ years of IT experience in providing exceptional hands-on support
- Able to lift 40lbs, and physically setup/tear-down office & conference room tech
- Able to attend San Francisco Office events to provide in-person IT support
Bonus points:
- Experience working as part of a globally distributed IT team
- Located in San Francisco area, able to commute to downtown office
- A/V experience to help develop and support All-Hands & Office A/V infrastructure
- Administration experience or certification for any of the following tools: Okta/Okta Workflows, Google Workplaces, Slack, Jira
- Familiarity with endpoint management (Jamf, Intune)
- Experience with Zero Trust corporate infrastructure
- Some scripting or structure programing experience
- Any non-english language skills (optimally: Gaeilge, Italian or Ukrainian)
A little about us:
Sift is the leading innovator in Digital Trust & Safety. Hundreds of disruptive, forward-thinking companies like Zillow, and Twitter trust Sift to deliver outstanding customer experience while preventing fraud and abuse.
The Sift engine powers Digital Trust & Safety by helping companies stop fraud before it happens. But it's not just another anti-fraud platform: Sift enables businesses to tailor experiences to each customer according to the risk they pose. That means fraudsters experience friction, but honest users do not. By drawing on insights from our global network of customers, Sift allows businesses to scale, win, and thrive in the digital era.
Benefits and Perks:
- Competitive total compensation package
- 401k plan
- Medical, dental and vision coverage
- Wellness reimbursement
- Education reimbursement
- Flexible time off
On-target salary range
Let's Build It Together
At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.
This document provides transparency around the way in which Sift handles personal data of job applicants: https://sift.com/recruitment-privacy
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