IT Support Lead (Fixed Term)

About the Role

SandboxAQ is seeking an experienced IT Support Administrator to join our small but growing team. This is a 12 month fixed term contract. In this role, you will be responsible for providing technical support that empowers and delights our end users, and conducting operational tasks to ensure the smooth operation of our team.

What you’ll do:

• Provide direct technical support to end-users, resolving complex issues and ensuring timely response to IT support requests.
• Troubleshoot and resolve hardware and software issues to minimize downtime and disruptions.
• Lead IT projects, including system upgrades, migrations, and implementations, ensuring they are completed on time and within budget.
• Collaborate with cross-functional teams to define project requirements and objectives.
• Develop tools and solutions for continuous improvement of the IT Service Management Process, with a focus on operational efficiency and end user experience.
• Manage the deployment, retrieval, and tracking of hardware assets through our asset management vendor.
• Oversee technical aspects of the new hire onboarding process, including provisioning equipment and accounts and assisting end users in the setup process as needed.
• Collaborate with HR to streamline the offboarding process, including the proper collection and documentation of hardware from departing employees, ensuring data security and equipment reusability.
• Lead and mentor junior members of the team.

Who you are:

• 5+ years experience in Information Technology.
• 3+ years IT support experience.
• Advanced knowledge on configuring and troubleshooting Apple hardware and software.
• 2+ years of experience administrating Google Workspace.
• 2+ years of experience using Atlassian products such as Jira, Confluence, etc.
• Excellent troubleshooting and problem-solving abilities. 
• Excellent communication and interpersonal skills, both written and oral.

Bonus

• Experience with scripting/programming languages such as Python, Ruby, Shell, etc.
• Experience with Integration-as-a-platform tools such as Okta Workflows, Workato, Tines, BetterCloud, etc.
• Experience working with Mobile Device Management (MDM) systems like Jamf, Kandji, etc.
• Experience working with enterprise Single Sign-On (SSO) and Identity Access Management (IAM) platforms such as Okta, OneLogin, etc.