About SugarCRMFrom the very beginning, SugarCRM had a unique vision: to offer a different kind of Customer Relationship Management (CRM). We pioneered the first commercial open-source CRM platform, and now, more than two decades later, are on a mission toprovide products and services thatmake the hard things easier for sales, marketing and customer service teams. In fact, we help mid-market businesses around the globe reach new levels of performance and predictabilityby letting our award-winning CRM platform do the work.Our diverse group ofworldwideemployeesareunited and driven by a shared passion for our mission, culture,andvalues. We treat our employees like humans not line items and are building a culture where your work at Sugar helps fuel personal, professional and business growth check out ourrecent‘Great Place to Work’certification that weareso proud of.Work/life fitand flexibilityfor our teammattersand together we pride ourselves on solving for our customers,always.What’s more, we empower everyone to do their best work from home, the office, on the road,or anywhere in between.If you're ready to grow your career and helporganizations grow betterandfaster, you've come to the right place. Find out more about ourSugarCRM careersand how you can become a part of our journey.
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The IT Engineer, in conjunction with their peers, will primarily provide support for an end user community of approximately 600 users (large Mac install base, 2/3 of all users) for a SaaS based software company. The individual will also be responsible for both hardware and software related requests/issues/needs, as well as some system administration and networking support. This role will be the main escalation point onsite for all end user computing needs. This hands-on role requires direct interaction with a diverse user base as well as potentially helping system administrators and network engineers with supporting the Corporate IT infrastructure. Impact you will make in the role:- Primary escalation resource for all client hardware and software related issues across multiple platforms (Apple OS, Windows, Linux)
- Support of end users and related IT tasks as required
- Assist other staff with system administration and network infrastructure issues as requested
- New client hardware imaging and device deployments leveraging Kandji for MacBooks and Microsoft Intune amp; Autopilot for Windows laptops
- Kandji and Microsoft Intune management of all laptops
- Assist users with application and OS upgrades
- Site level Active Directory object management (Users, groups, computers, etc.)
- Support of Office 365 (Office, Word, PowerPoint, SharePoint, Teams, EMS, etc.)
- Support of remote users
- Basic systems administration as required
- Basic network support as required
Expertise you will bring in:- Associate’s degree or equivalent in Business, IT, or related field. Bachelor’s degree highly desirable
- Prior experience working in a SOC 2/GDPR regulated environment
- Prior experience supporting an organization running Mac, Windows, and Linux operating systems
- 2+ years working with Kandji to manage MacBooks, iPads, etc. a plus
- 5+ years working with Windows 10
- 5+ years working with O365
- 5+ years working with Active Directory
- Demonstrated ability to work independently and with little or no supervision
- Prior experience working in a matrix organization
- Prior experience leveraging deployment tools such as Kandji, Microsoft Intune amp; Autopilot, or other imaging/management platforms for device imaging and deployment
- Passion for providing world class service to your end users
- Exceptional oral and written communications skills
- Ability to handle difficult customers with calm, professional diplomacy. Creatively seeks win-win solutions. Ensures policy compliance while understanding the big picture of keeping users productive.
- Understands the importance of making users feel heard amp; understood, and why setting expectations are more important than a quick turnaround.
- Effectively manages time and often-conflicting priorities. Demonstrated ability to deliver long-term projects on time and as specified.
- Proven ability to work as a team player across multiple functions
- Availability after hours and as needed to support end users and IT environment
- Detailed oriented and organized
- Ability to travel up to 25%