As a Systems Admin/Technology Support Engineer, you will provide operational day-to-day support for the build and run of Technology business operations, including support of local desk-side and facility technology along with third-party vendors enabling the First Mode business and its staff deliver their best work. This means both supporting and growing the digital infrastructure needed to allow our team to work every day; end user compute, business technology analysis, network, infrastructure, communications on multiple continents, and enabling First Mode's strategic use of technology for its own competitive advantage. You will need to support engineering, software development, design engineering, simulation, and machine learning systems both in cloud environments and on premise along with traditional IT corporate solutions.

Position Responsibilities

You will be responsible, along with third party vendors, for providing end to end troubleshooting, following defined escalation paths and to ensure all incidents and requests are progressed and managed effectively through to successful resolution.

• Provide “on-the-ground” technology support for end user compute, Wi-Fi, unified communications, printers, and other technology infrastructure.
• Partner with our engineering and business operational support service teams to ensure their needs are met, and their workflows are unhindered by company-provided technology.
• Work within tight timelines with awareness of impacts on the organization.
• Job logging and recording all calls and related activity to technical resolution in First Mode’s IT Service Management tool of assigned Technology problems, incidents, issues, and emergencies with third party vendors, ensuring stakeholders are kept informed of major incident status.
• Liaise with internal stakeholders and vendors to manage maintenance planning and implementation (reactive and proactive) to minimize technology service disruption for end users.
• Be a team member, and in some cases lead in the installation, configuration, delivery, maintenance, upgrades, and monitoring of IT systems in accordance with defined roadmaps, strategies, policies, and standards.
• Follow, create, and maintain operational and procedural documentation and escalation processes to ensure adherence to Technology’s SLAs and for continuous improvement.
• Provide key input on the company’s technical roadmap, identify bottlenecks before they impede company execution.
• Inspire the digital uplift of the First Mode business through technology advocation, continuous end user technology education and demonstrating digital best practice.
• Represent First Mode with integrity and professionalism.

Basic Qualifications

• 2+ years of experience working as a L2/L3 Service Desk, Systems Administrator, Network Technology, or related hands-on technical role. 
• Tertiary IT qualifications, industry certifications and/or relevant work experience in an IT support environment within a medium organization.
• Previous exposure to Service Management practices such as ITIL.
• Working in Engineering, Manufacturing, Mining, or major corporation with complex IT environments advantageous

Preferred Qualifications

• Technical experience across Windows 10, Apple iOS, Microsoft 365, Microsoft Intune, Active Directory, AWS/Azure, and modern cyber tools.
• Solid hardware knowledge across laptops, PCs, mobile devices, and other equipment.
• Advanced end user focused application troubleshooting and resolution in a timely manner.
• Good knowledge of Windows and Linux Servers.
• Experience in maintaining and remediating Technology services and seeking opportunities to improve Technology operations.
• Experience with cloud, physical, and virtualized systems. 
• Experience with networking and content delivery. 
• Experience with IT and OT security.
• Experience in contributing to SOE and Application upgrade rollouts.
• ITIL Foundations Certification. 
• PC Image definition and build. 
• Application packaging and deployment. 
• Exposure to Group Policy Management and User Profile Management experience. 
• Advanced mobile device management using tools such as MDM. 
• Ability to succeed in remote working such as overseas locations, cultural differences, split time-zones to ensure positive interactions.
• Excellent communication and customer facing skills with the ability to discuss technical content in an everyday relatable way.

Additional Requirements

• Strives for resolution on first contact.
• Strong time management skills and an ability to prioritize and work without direct supervision.
• You challenge yourself to do things differently and go the extra mile to over-deliver on excitement, with a strong sense of ownership, urgency, and drive.
• Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. 
• Highly collaborative with an appetite for self-development, learning and knowledge sharing
• Ability to sit for long periods of time, ability to communicate verbally, and in writing, and ability to handle long periods of screen time.
• Ability to occasionally push, pull, lift, and/or carry up to 15 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Location

• This position will be located at First Mode’s headquarters in Seattle, WA and will be required to work in office >60% of working hours

TOTAL REWARDS

Base Salary Range: $89,000 - $148,000

     IT Engineer I: $89,000 - $121,000

     IT Engineer II: $110,000 - $148,000

Benefits & Perks

• Annual bonus incentive
• Equity-based awards
• 100% employer-paid health insurance (medical, dental, vision)
• 401(k) retirement account with a 3% employer contribution from the start of employment
• Flexible PTO with 12 weeks of supplementary paid parental leave
• Commuter benefits (parking & public transportation)
• A culture that encourages professional growth with learning and development reimbursements
• Open and collaborative workspace with free office snacks and lunches
• Hybrid work model

#LI-Hybrid