IT Support Engineer

Overview

GumGum is looking for a dynamic IT Support Engineer to primarily support our EMEA teams. Reporting directly to the Sr. Director of IT & Security based in our corporate US office.  This role, working 3-4 days a week from our London, UK office and remotely supporting our other Global offices, will ensure all GumGummers are provided with the tools/applications to be productive and successful. You are the first point of contact for IT related questions in your region with the primary task of troubleshooting and resolving endpoint, application, and access issues for both in-office and remote employees, including technical support, system administration, user education, device management and project management. 

Key Responsibilities

Employee Onboarding / Off-boarding

• Provision equipment and system access for new hires (onboarding)
• Conduct in person, and remote weekly New Hire Orientation trainings
• Educate employees on understanding and using internal IT systems
• Manage the logistics of Retrieving equipment in EMEA and revoke access for exiting employees (off-boarding)

Manage IT Help Desk 

• Act as the primary point of contact for all UK/EU service requests
• Provide in-person / remote technical support to company employees, including Executive staff and global offices while updating ticketing records
• Support and maintain office hardware globally (AV, Network)
• Create and maintain user facing and IT specific documentation

Configuration & Deployment of 1:1 devices

• Order, deploy, and maintain inventory of hardware and software, including computers, accessories, AV equipment, printers, etc.
• Install and configure hardware, software and network components to ensure usability
• Upgrade systems effectively to enable compatible software

Systems Admin & Maintenance

• Act as the primary point of contact for all UK/EU system administration requests
• Maintain existing and deploy new process automations leveraging Python and AWS components
• Perform system administration for all corporate IT systems, (JumpCloud,  Google Workspace, Jamf, Jira, etc)
• Evaluate, test, and provide feedback on new systems GumGum is considering implementing
• Help ensure the reliability and security of our corporate IT systems, for example by enforcing policies, identifying vulnerabilities, or performing backups
• Work with various internal teams and external vendors to fix issues or make improvements
• Maintain and keep current assets, configurations, passwords, processes, etc.
• Execute on IT / system admin projects as assigned by manager

Qualifications

• 3+ years of in-house technical support experience
• 2+ years of IT system administration experience
• Familiarity with Jira or other Enterprise ticketing tools
• Experience planning out and implementing process automations
• Ability to lift 30 lbs., and agility to work under desks at times

Skills

• Ability to learn new technologies quickly and with minimal guidance
• Thrives on technical challenges and takes pride in solving them
• Proficient using and troubleshooting Linux, Windows, and especially Macs
• Experience with corporate computer networking, video conferencing, and VoIP phones
• Experience with the below tools a plus:
• Google Workspace administration
• Mac and Windows computer management
• Experience providing executive support
• Atlassian system administration
• SSO / SCIM deployment and management

Personal Attributes

• Outstanding technical aptitude
• Ability to leverage their own experience while quickly acquiring knowledge on-the-fly to troubleshoot unfamiliar systems with minimal assistance
• A motivated self-starter with a proven ability to work independently with minimal supervision
• Agility mindset - ability to adapt to changes quickly
• Excellent communication (written and verbal)
• Strong interpersonal skills and ability to work with cross-functional teams, customers and external vendors 
• Strong attention to detail
• Must possess a high level of discipline while remaining flexible
• Open to international travel for business as required
• Willingness to work after hours as needed

What We Offer

• Learn about our benefits & perks package at gumgum.com/benefits. If you'd like additional information, your recruiter can share more specifics during the hiring process!