Senior IT Associate

Note: This role will work during UK business hours

Key Responsibilities:
● Tech Support & Escalation
○ Triage, categorize, assign, and resolve a broad range of incoming IT
Support requests via channels like Slack, email, and web form.
○ Act as an escalation point for IT Associates to meet internal OLAs. This
requires strong troubleshooting skills and resourcefulness.
○ Execute onboarding and offboarding tasks, including provisioning and
deprovisioning accounts, hardware, and system access.
○ Document solutions for IT team and employee reference.
○ Infrastructure support like DNS, bulk email platforms, cloud backups, and
email security (SPF, DMARC, DKIM).
○ Proactively identify recurring issues, identify solutions, and document
playbooks for L1s to improve FCR
● Microsoft 365 Administration and Migration
○ Assist with ongoing migration from Google Workspace to Microsoft 365.
○ Administration and maintenance of the Microsoft 365 environment,
including but not limited to Entra, Intune, Defender, SharePoint, and
Exchange.
● Third-Party SaaS Products:
○ Administer and configure a variety SaaS products.

○ Support efforts to deduplicate our SaaS suite, creating a single consistent
tool set across all business areas.
○ Support the standardization of account provisioning within third party
systems with SAML SSO and SCIM provisioning.
○ Assist with identification and reconciliation of shadow IT systems.
● Device Management:
○ Administer corporate macOS and Windows devices, software, and
configurations using Intune Mobile Device Management (MDM).
○ Administer personal BYOD mobile devices, software, and configurations
using Intune Mobile Application Management (MAM).
● Vendor Relationships:
○ Interact with and maintain relationships with assigned vendors.
○ Participate in software renewal processes.
● Automation:
○ Seek out opportunities to automate standard processes across the
technology suite including onboarding and offboarding tasks, which are in
many cases still quite manual.
○ Recommend technology, tool, or process changes to improve efficiency.
● Leadership
○ Serve as a utility player for junior team members by mentoring and
training as needed.
○ Serve as a utility player for senior team members by assisting with project
execution, system maintenance, and documentation.
○ Build trust and relationships with internal stakeholders through excellent
customer service.
Qualifications:
● Strong administrative experience with the Microsoft 365 suite including Entra,
Intune, Defender, SharePoint, and Exchange
● Strong experience in IT Operations and troubleshooting, ideally in a remote and
international environment of similar size
● Strong experience administering SaaS platforms
● Experience managing third party M365 backup platforms
● Experience working with ITSM platforms
● Proficiency in troubleshooting an evolving variety of technologies
● Critical thinking, decision-making, and prioritization skills
● Self-driven, resourceful, and able to work independently at pace
● Ability to build and maintain relationships with internal and external stakeholders

Qualifications:
● Strong administrative experience with the Microsoft 365 suite including Entra,
Intune, Defender, SharePoint, and Exchange
● Strong experience in IT Operations and troubleshooting, ideally in a remote and
international environment of similar size
● Strong experience administering SaaS platforms
● Experience managing third party M365 backup platforms
● Experience working with ITSM platforms
● Proficiency in troubleshooting an evolving variety of technologies
● Critical thinking, decision-making, and prioritization skills
● Self-driven, resourceful, and able to work independently at pace
● Ability to build and maintain relationships with internal and external stakeholders