EdX offers highly-driven, intellectually-ambitious candidates an opportunity to work in a dynamic, mission-driven organization. We are looking for an experienced IT Systems Engineer who has a passion for learning new technologies, working on a team, working closely with customers, problem solving, and delivering high-quality support and services to meet IT and customer needs.

The ideal candidate has experience in a cloud-first technology environment built on SaaS and PaaS solutions, rather than a large in-house technology footprint. They should have exemplary problem-solving and critical thinking skills; experience gathering requirements for, planning, and executing projects; a desire to work collaboratively but the ability to work independently; an inexorable drive to improve processes through critical assessment and automation; outstanding communication skills; and most of all, a desire to delight our customers through training, thoughtful technology recommendations, and providing excellent support.

Responsibilities

• Plan and execute strategic IT projects in collaboration with the IT Manager and our internal customers
• Develop automations for operational tasks (e.g., accounts management, audits, integrations) using Python and tools like Jenkins and Ansible
• Manage the lifecycle of user accounts across a variety of services, developing automations where practical
• Manage the process of ordering, provisioning, repairing, and decommissioning hardware, including Mac, Linux and PC laptops
• Evaluate new software and service vendors in collaboration with the IT Manager
• Assess the security of systems and services and respond to security incidents in collaboration with the IT Manager
• Administer edX workstations
• Administer SaaS applications
• Recommend and implement approved technical controls to implement IT policy
• Work closely with both technical and non-technical staff to resolve and document a variety of support requests
• Work closely with the DevOps team and Tier 1 Desktop Support Contractors to escalate and resolve issues
• Assist in augmenting Tier 1 support as needed
• Document issue resolutions
• Other duties related to the day-to-day operations of an Information Technology team

Job Qualifications and Skills

Required:

• 3+ Years experience and demonstrated ability in planning and executing projects
• 3+ Years experience in working with and administering SaaS products and cloud technologies like JIRA, Confluence, GSuite, Zendesk, Salesforce, and leading Cloud Identity Providers
• 3+ Years providing Tier 2 IT Support
• Experience with modern scripting languages(e.g., Python, Ruby) for automating administration and operational tasks and processes
• Demonstrated ability to work both independently and on a team
• Exemplary critical-thinking and problem solving skills

Pluses:

• Familiarity with or openness to learn tools used to define configuration as code (e.g., Ansible, Chef, Puppet)
• Experience with *nix systems
• 2+ years experience in administering and supporting macOS endpoints
• Experience in supporting Windows endpoints
• Ability to learn new technologies and services quickly and then support them on-the-fly
• High level of organization and attention to detail
• Comfort with ambiguity
• Strong communication and writing skills