IT Support Technician

 

About Yondr

Yondr is a disruptor. We challenge convention and simplify complexity. A global developer, owner operator and service provider of data centers, we deliver complex data center capacity needs for the world’s largest tech companies. Our exponential growth sees us looking for extraordinary people to help accelerate us towards our vision: a tomorrow without constraints. 

 

But we can’t do this without you.

About the Role 

Our business is growing, and we need an IT Operations Technician with a proven track record of working in IT operations. We need you to assist with our 24x7 business as usual IT services to our colleagues across the world, and our operational sites. You need to be able to demonstrate solid experience in IT operations. You will be required to show a proven knowledge of EUC support, PAAS infrastructure and SAAS product management. You exhibit a high attention to details, including an ability to multitask and manage competing projects and priorities simultaneously.  You will assist with our core IT service processes (e.g. Incident, Problem, Change, Asset management, etc.). You possess strong analytical and quantitative skills with the ability to use hard data and metrics to support assumptions. 

 

Main Responsibilities 

 / Dealing with business as usual IT Operations’ requirements and enquires within the global organisation. Supporting all Yondrites with day-to-day IT needs within our End User Compute environment and business critical operational infrastructure & networks in our Data Center facilities

/ To highlight IT support issues and support the escalation path for 2nd and 3rd line to the Yondr Global IT team.

/ To manage ITIL processes - Incident and Problem management. 

/ Highlight areas for continuous improvement and/or automation. 

/ Ensure Yondr IT service levels are met and/or exceeded for response and resolution. 

/ Create related documentation and appropriate knowledge base articles to enable user self-service / self-resolution. 

/ Participate in efficient lifecycle management for all Yondr, EUC technology assets

/ Delivery to agreed SLAs, KPIs and OKRs. 

/ Process hardware and software requests for end users in a timely fashion

/ Support the onboarding and offboarding of users from IT systems. Including provisioning / reclaim of appropriate hardware and software licences

/ Undertake any other duties as and when necessary to meet the varying demands of the business and satisfy the needs of the role. 

/ Maintain confidentiality of all documents and information.

 

Qualifications and experience 

/ 3+ years of relevant work experience in an IT Operations / Service role

/ Familiarity with EUC management with focus on Windows 11 operating system.

/ Familiar with Mac OS, iOS, JAMF and Apple Business Manager

/ Experience with modern BYOD, mixed device collaboration environments. 

/ Experience with working in predominantly SaaS solution-based environments. 

/ Experience of Entra-ID / InTune management, Autopilot and software deployment / packaging. 

/ Experienced in ITSM ticketing systems such as SNOW or Freshworks.

/ Experience working with 3rd party or outsourced MSPs (Managed Service Providers) 

/ Experience of working in a multi-cultural environment within a matrix organisation in the region.

/ Strong team player, with the ability to work with multiple stakeholders in a multi-cultural environment. 

/ Creativity, innovation and someone who is always looking for better ways to resolve problems.

/ Excellent verbal and written communication skills. 

/ Proactive, great sense of urgency, results-oriented with a customer-driven mindset.

/ Knowledge of TCP/IP networking, Cisco AV, Firewalls and Meraki would be a great bonus

 

At Yondr, we want to enhance the diversity, equity, inclusion and belonging of our workforce to reflect the world we live in. Our roles are potential opportunities for everyone; all interested parties, regardless of nationality, race, ethnicity, religion, age, sexual orientation, or gender, are welcome to apply. We ensure all candidates have equitable access and consideration throughout the hiring process.

 

Yondr is committed to fostering a welcoming, safe and inclusive work environment. We provide support through our benefits, which are inclusive of all backgrounds.