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. You will assist with our 24x7 business as usual IT services to our colleagues across the world and our operational sites. You need to demonstrate solid experience in IT operations, showing proven knowledge of EUC support, PAAS infrastructure, and SAAS product management. You exhibit high attention to detail, 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
1. Dealing with business as usual IT Operations’ requirements and enquiries 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.
2. Highlight IT support issues and support the escalation path for 2nd and 3rd line to the Yondr Global IT team.
3. Manage ITIL processes - Incident and Problem management.
4. Highlight areas for continuous improvement and/or automation.
5. Ensure Yondr IT service levels are met and/or exceeded for response and resolution.
6. Create related documentation and appropriate knowledge base articles to enable user self-service / self-resolution.
7. Participate in efficient lifecycle management for all Yondr EUC technology assets.
8. Deliver to agreed SLAs, KPIs, and OKRs.
9. Process hardware and software requests for end users in a timely fashion.
10. Support the onboarding and offboarding of users from IT systems, including provisioning / reclaim of appropriate hardware and software licenses.
11. Undertake any other duties as necessary to meet the varying demands of the business and satisfy the needs of the role.
12. Maintain confidentiality of all documents and information.
Qualifications and Experience
1. 3+ years of relevant work experience in an IT Operations / Service role.
2. Familiarity with EUC management with focus on Windows 11 operating system.
3. Familiar with Mac OS, iOS, JAMF, and Apple Business Manager.
4. Experience with modern BYOD, mixed device collaboration environments.
5. Experience working in predominantly SaaS solution-based environments.
6. Experience of Entra-ID / InTune management, Autopilot, and software deployment / packaging.
7. Experienced in ITSM ticketing systems such as SNOW or Freshworks.
8. Experience working with 3rd party or outsourced MSPs (Managed Service Providers).
9. Experience of working in a multi-cultural environment within a matrix organisation in the region.
10. Strong team player, with the ability to work with multiple stakeholders in a multi-cultural environment.
11. Creativity, innovation, and someone who is always looking for better ways to resolve problems.
12. Excellent verbal and written communication skills.
13. Proactive, great sense of urgency, results-oriented with a customer-driven mindset.
14. 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.
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