AI Summary
This contractor role will focus on operations and troubleshooting for first- and third-party enterprise systems. Monitor operational Slack channels and respond to support requests from end users and IT support agents. Track all work and system changes in Jira and follow team work and change management processes.
Key Highlights
Operations and troubleshooting for enterprise systems
Support requests from end users and IT support agents
Jira work and change management processes
Key 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
Track all work and system changes in Jira and follow team work and change management processes
Technical Skills Required
Benefits & Perks
Fully remote
Pay rate range $50-75/hr
Job Description
This contractor role will focus on operations and troubleshooting for first- and third-party enterprise systems including Google Workspace, Slack, and Zendesk as well as internally-built productivity tools.
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 team work 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
Interested in remote work opportunities in IT & Network Engineering? Discover IT & Network Engineering Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.
- 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
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- Fully remote
- Must be available Monday - Friday, 9:00 AM - 5:00 PM Pacific Time
- $50-75/hr.
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