IT Operations Administrator

We’re looking for an IT Operations Administrator to help us provide frontline IT support to Hootsuite owls and solve both small as well as large technology problems. You’ll be working on the Helpdesk ticket queue, deploying laptops plus hardware peripherals, and work closely with the IT team to solve tech challenges. This is a hybrid role and is open to applicants located within commuting distance of the Bucharest office or London office. In this role, you will report to the IT Manager.

WHAT YOU'LL DO:

• Support the build of Mac images and deployment processes, and collaborate with the IT team on Mac hardware and software challenges 
• Set up, install, modify, configure, maintain laptops record hardware 
• Procure new hardware on an as-needed basis based on inventory levels 
• Receive off-boarded hardware and update workflows as well as management system based on that 
• Tear down desks of off-boarded employees 
• Input and update assets in the hardware asset management system as governed by Helpdesk’s processes and procedures 
• Work closely with Hootsuite’s global IT HelpDesk and Infrastructure team to identify and resolve issues by following processes 
• Document procedures and solutions in our ticketing system and follow up with clients to ensure full resolution of issues 
• Set up, install, and troubleshooting of Google Meet Hardware 
• Assist with setting up loaner laptops to AV gear for interviews or smaller company events
• Create accounts for new hires, contractors, temps 
• Decommission accounts for exiting employees 
• Assist with the automation of employee onboarding and off-boarding processes 
• Keep team documentation updated as processes and stakeholder needs change
• Lead or assist in departmental projects that require Helpdesk time and resources
• Participate in on-call duties as needed according to the global on-call schedule
• Creating tickets, outlining business requirements, moving tasks through agile workflow as work is completed

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WHAT YOU'LL NEED:

• Limited prior experience / No prior experience / Entry level experience in relevant work area
• Full proficiency in English, both verbal and written.
• Diploma or Bachelors degree in Computing Science or equivalent 
• ACMT, JAMF courses an asset 
• Certified to do Macbook repairs 
• Working knowledge & understanding of Google Admin 
• Advanced knowledge of Google Apps 
• Working knowledge & understanding of Active Directory and Single Sign On
• Working knowledge of JAMF Pro/JSS 
• Experience troubleshooting VOIP 
• Working knowledge & understanding of Microsoft Office 
• Experience working with AV Streams and troubleshooting meeting room hardware issues
• Experience working in agile environment a bonus 
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs 
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding 
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs 

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-YF #LI-Hybrid