Septerna
IT Operations Engineer
Septerna, South San Francisco, California, us, 94083
About The Role
Septerna, Inc. is seeking to fill an immediate opening for an IT Operations Engineer as part of the IT organization. As an internal customer facing position, the candidate will be delivering, resolving, and coordinating end user support issues for headquarters and help develop and deliver new solutions to enhance the digital workplace experience. The ideal candidate will need to be able to identify, research, and resolve complex technical and process related problems; create and manage escalation procedures; document, track, and monitor problems to ensure resolution in a timely manner; and ensure service levels are maintained. This position relies on extensive experience and judgment to plan and accomplish goals and carries the expectation that the candidate is knowledgeable with a variety of IT Operations concepts, practices, and procedures, including ITIL. In this position you will:
Key Responsibilities
Drive the user experience improvements and promote best practice
Provide solutions to technical issues for in-scope IT Services
Create, Maintain and Execute standard operating procedures and work instructions, including:
Create, resolve and close incidents/service requests within allocated timelines across multiple real-time intake channels (web, e-mail, chat, phone, walk-up)
Effectively triage incoming requests, including identification of appropriate routing for a service request
Coordinate with 3rd party support teams as needed
Manage and maintain existing IT technical and security platforms across connectivity, identity, productivity, and security capabilities. Familiarity with Cisco Meraki, Abnormal Security, Microsoft 365, MDM platforms (e.g. Intune or JAMF) SentinelOne, and VPN solutions.
Develop end user productivity and training guides
Partner with other resources on the IT team to analyze, develop, and deliver additional technical capabilities focused on creating and maintaining a digital workplace experience for all Septerna users
Drive and enable standard workplace infrastructure, global/local projects and deployments in collaboration with product teams.
Proactively addressing and following through process-improvement ideas
Coordinate with vendors for purchase and delivery of end user equipment and software
About You
Resilient in the face of continual change, able to handle high demands and unfamiliar situations
Can effectively handle ambiguity and operate without fully documented support procedures
Learns quickly on the fly when facing new problems; looks at both failures and successes to find opportunities to improve
Develops and maintains effective relationships with customers, and is seen as a trustworthy associate with a high level of integrity; focused on working with the greater team to reduce time to resolution for users
Actively listens to customers’ needs and requests, ensuring they are fully understood with appropriate expectations effectively set and delivered.
Good oral and written English communication skills
Focused on problem solving and operational excellence using effective troubleshooting and problem-solving skills.
Minimum 7 years’ experience providing enterprise level end user support services.
Experience with Windows, iOS, MacOS and Android including troubleshooting, user configuration and application installation
Experience with Microsoft 365, Slack and Zoom
Experience with Okta, Entra ID, DNS, DHCP, PKI, printing, VPN, Wi-FI, and management of user accounts, distribution lists, and security groups
Familiar with using Endpoint management and configuration tools such as Microsoft Endpoint Manager (Intune) or JAMF to deploy software and configure systems
Familiar with setting up and configuring smartphones and tablets
Familiar with Cloud file storage solutions such as Egnyte
Microsoft and ITIL Foundations Certifications are a plus.
The anticipated salary range for candidates who will work in South San Francisco, CA is $125,000 - $145,000. Individual pay may vary based on additional factors, including, and without limitation, job-related skills, experience, work location and relevant education or training. Septerna's compensation package also includes benefits, stock options, and annual target bonus for full-time positions.
#J-18808-Ljbffr
Septerna, Inc. is seeking to fill an immediate opening for an IT Operations Engineer as part of the IT organization. As an internal customer facing position, the candidate will be delivering, resolving, and coordinating end user support issues for headquarters and help develop and deliver new solutions to enhance the digital workplace experience. The ideal candidate will need to be able to identify, research, and resolve complex technical and process related problems; create and manage escalation procedures; document, track, and monitor problems to ensure resolution in a timely manner; and ensure service levels are maintained. This position relies on extensive experience and judgment to plan and accomplish goals and carries the expectation that the candidate is knowledgeable with a variety of IT Operations concepts, practices, and procedures, including ITIL. In this position you will:
Key Responsibilities
Drive the user experience improvements and promote best practice
Provide solutions to technical issues for in-scope IT Services
Create, Maintain and Execute standard operating procedures and work instructions, including:
Create, resolve and close incidents/service requests within allocated timelines across multiple real-time intake channels (web, e-mail, chat, phone, walk-up)
Effectively triage incoming requests, including identification of appropriate routing for a service request
Coordinate with 3rd party support teams as needed
Manage and maintain existing IT technical and security platforms across connectivity, identity, productivity, and security capabilities. Familiarity with Cisco Meraki, Abnormal Security, Microsoft 365, MDM platforms (e.g. Intune or JAMF) SentinelOne, and VPN solutions.
Develop end user productivity and training guides
Partner with other resources on the IT team to analyze, develop, and deliver additional technical capabilities focused on creating and maintaining a digital workplace experience for all Septerna users
Drive and enable standard workplace infrastructure, global/local projects and deployments in collaboration with product teams.
Proactively addressing and following through process-improvement ideas
Coordinate with vendors for purchase and delivery of end user equipment and software
About You
Resilient in the face of continual change, able to handle high demands and unfamiliar situations
Can effectively handle ambiguity and operate without fully documented support procedures
Learns quickly on the fly when facing new problems; looks at both failures and successes to find opportunities to improve
Develops and maintains effective relationships with customers, and is seen as a trustworthy associate with a high level of integrity; focused on working with the greater team to reduce time to resolution for users
Actively listens to customers’ needs and requests, ensuring they are fully understood with appropriate expectations effectively set and delivered.
Good oral and written English communication skills
Focused on problem solving and operational excellence using effective troubleshooting and problem-solving skills.
Minimum 7 years’ experience providing enterprise level end user support services.
Experience with Windows, iOS, MacOS and Android including troubleshooting, user configuration and application installation
Experience with Microsoft 365, Slack and Zoom
Experience with Okta, Entra ID, DNS, DHCP, PKI, printing, VPN, Wi-FI, and management of user accounts, distribution lists, and security groups
Familiar with using Endpoint management and configuration tools such as Microsoft Endpoint Manager (Intune) or JAMF to deploy software and configure systems
Familiar with setting up and configuring smartphones and tablets
Familiar with Cloud file storage solutions such as Egnyte
Microsoft and ITIL Foundations Certifications are a plus.
The anticipated salary range for candidates who will work in South San Francisco, CA is $125,000 - $145,000. Individual pay may vary based on additional factors, including, and without limitation, job-related skills, experience, work location and relevant education or training. Septerna's compensation package also includes benefits, stock options, and annual target bonus for full-time positions.
#J-18808-Ljbffr