About
RESPONSIBILITIES • Monitor operational Slack channels and respond to support requests from end users and IT support agents • Triage, investigate, and resolve requests that require engineering intervention and/or elevated permissions in Google Workspace, Slack, Zendesk, and other enterprise tools including: • Gmail and Google Calendar delegations • Zendesk Agent access requests • Escalate to EngOps team members and partner teams based on team documentation and runbooks • Track all work and system changes in Jira and follow teamwork and change management processes • Create and update documentation and knowledge base articles for end users and support agents • Monitor operational dashboards and escalation metrics, recommend process changes and identify automation opportunities based on observations SKILLS AND EXPERIENCE • 5+ years of experience as a Systems Administrator, SaaS Administrator, or similar role • Experience managing, configuring, and supporting Slack, Google Workspace, and Zendesk • Experience in Agile Scrum development and project management frameworks • Excellent communication and collaboration skills • Excellent technical writing and documentation skills | HOURS AND AVAILABILITY • Fully remote • Must be available Monday - Friday, 9:00 AM - 5:00 PM Pacific Time Description: Intake Notes: Looking for 2 contractors - Frontline support for Zendesk. Top requirements: System administration exp working within admin console google workspace, slack, and Zendesk GenAI and support work, troubleshooting is nice to have Combination of sys adm and support work. Can be pulled into projects.
Soft skills: Ability to have a rapport with the support team, NTE. Ability to communicate clearly and effectively
Languages
- English
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