IT Operations Engineering

• Provide first-line IT support to Finom employees through Jira Service Management and Slack
• Triage and resolve requests within SLA, keep users updated, and close tickets with clear communication
• Troubleshoot Windows and macOS hardware, operating system, software, peripheral, and network issues remotely
• Manage device enrollment and compliance issues in JumpCloud MDM, software installations, and updates
• Escalate complex technical cases with clear documentation of troubleshooting performed
• Support onboarding and offboarding tasks in JumpCloud, Google Workspace, and Torii
• Handle access requests and SSO issues while following access governance and least-privilege practices
• Administer user-level settings in Jira, Confluence, Slack, and Notion
• Maintain JSM request types, knowledge base articles, and workflows
• Identify recurring ticket trends and propose knowledge articles, scripts, or automations
• Support security and compliance efforts related to DORA, ISO 27001, and SOC 2 by following procedures and maintaining records

• 2+ years in IT support, service desk, or a similar user-facing technical role
• Hands-on troubleshooting of Windows and macOS hardware, operating systems, applications, peripherals, and network connectivity
• Strong customer service track record; patient, empathetic, and clear with non-technical colleagues, including under time pressure
• Experience with an ITSM or ticketing tool, ideally Jira Service Management, and working to SLAs
• Working knowledge of Google Workspace or M365 user administration
• Familiarity with an MDM such as JumpCloud MDM, Intune, or Jamf
• Familiarity with an identity provider such as JumpCloud, Okta, or Entra ID
• Good written documentation habits, including clear ticket notes and knowledge base articles
• Fluent English, written and spoken
• Basic scripting in PowerShell, Bash, or Python is a nice-to-have
• Confident use of AI tools is a nice-to-have
• Exposure to ISO 27001, DORA, SOC 2, or SaaS management tools such as Torii is a nice-to-have
• Experience with meeting room and AV setups such as Google Meet or Zoom Rooms is a nice-to-have
• Experience in a fast-growing or regulated company is a nice-to-have

• Continuous personal and professional development opportunities
• Flexibility to travel and work remotely or in a hybrid model across Europe
• Stock Options Program available to every team member
• Ongoing support and care focused on employee well-being and success
• Work & Swim Program: one month in a corporate apartment in Cyprus