Senior IT Associate

Company Description

• Forbes Marketplace, a dynamic and fully remote company with approximately 600
• employees globally, is seeking a Senior IT Associate. This role will support employees,
• act as an escalation point to first line support, and will assist senior team members with
• project work. This position necessitates a versatile individual who can learn and
• administer an evolving and diverse technology suite, ensure compliance with security
• standards, and embrace industry best practices. We are fully cloud based, with no
• physical infrastructure and no non-SaaS systems.
• As a dedicated and resourceful individual contributor within our lean IT team, you will
• assist with our entire IT landscape, including end user support escalations, Microsoft
• 365 and SaaS administration, security compliance, and more.
• Please note that this role will work during UK business hours. This allows overlap with
• both the India and US based IT team members and global employee base.

Job Description

Note: This role will work during UK business hours

Key Responsibilities:
● Tech Support & Escalation
○ Triage, categorize, assign, and resolve a broad range of incoming IT
Support requests via channels like Slack, email, and web form.
○ Act as an escalation point for IT Associates to meet internal OLAs. This
requires strong troubleshooting skills and resourcefulness.
○ Execute onboarding and offboarding tasks, including provisioning and
deprovisioning accounts, hardware, and system access.
○ Document solutions for IT team and employee reference.
○ Infrastructure support like DNS, bulk email platforms, cloud backups, and
email security (SPF, DMARC, DKIM).
○ Proactively identify recurring issues, identify solutions, and document
playbooks for L1s to improve FCR
● Microsoft 365 Administration and Migration
○ Assist with ongoing migration from Google Workspace to Microsoft 365.
○ Administration and maintenance of the Microsoft 365 environment,
including but not limited to Entra, Intune, Defender, SharePoint, and
Exchange.
● Third-Party SaaS Products:
○ Administer and configure a variety SaaS products.

• ○ Support efforts to deduplicate our SaaS suite, creating a single consistent
• tool set across all business areas.
• ○ Support the standardization of account provisioning within third party
• systems with SAML SSO and SCIM provisioning.
• ○ Assist with identification and reconciliation of shadow IT systems.
• ● Device Management:
• ○ Administer corporate macOS and Windows devices, software, and
• configurations using Intune Mobile Device Management (MDM).
• ○ Administer personal BYOD mobile devices, software, and configurations
• using Intune Mobile Application Management (MAM).
• ● Vendor Relationships:
• ○ Interact with and maintain relationships with assigned vendors.
• ○ Participate in software renewal processes.
• ● Automation:
• ○ Seek out opportunities to automate standard processes across the
• technology suite including onboarding and offboarding tasks, which are in
• many cases still quite manual.
• ○ Recommend technology, tool, or process changes to improve efficiency.
• ● Leadership
• ○ Serve as a utility player for junior team members by mentoring and
• training as needed.
• ○ Serve as a utility player for senior team members by assisting with project
• execution, system maintenance, and documentation.
• ○ Build trust and relationships with internal stakeholders through excellent
• customer service.
• Qualifications:
• ● Strong administrative experience with the Microsoft 365 suite including Entra,
• Intune, Defender, SharePoint, and Exchange
• ● Strong experience in IT Operations and troubleshooting, ideally in a remote and
• international environment of similar size
• ● Strong experience administering SaaS platforms
• ● Experience managing third party M365 backup platforms
• ● Experience working with ITSM platforms
• ● Proficiency in troubleshooting an evolving variety of technologies
• ● Critical thinking, decision-making, and prioritization skills
• ● Self-driven, resourceful, and able to work independently at pace
• ● Ability to build and maintain relationships with internal and external stakeholders

Qualifications

• Qualifications:
• ● Strong administrative experience with the Microsoft 365 suite including Entra,
• Intune, Defender, SharePoint, and Exchange
• ● Strong experience in IT Operations and troubleshooting, ideally in a remote and
• international environment of similar size
• ● Strong experience administering SaaS platforms
• ● Experience managing third party M365 backup platforms
• ● Experience working with ITSM platforms
• ● Proficiency in troubleshooting an evolving variety of technologies
• ● Critical thinking, decision-making, and prioritization skills
• ● Self-driven, resourceful, and able to work independently at pace
• ● Ability to build and maintain relationships with internal and external stakeholders