服务台/系统管理员
Service Desk/System Administrator
**这个职位的实际内容**
这是一个需要亲力亲为的运营类职位。你的客户是我们的员工。工作内容包括现场支持、访问管理、终端设备和MDM管理、入职和离职流程、设备物流和文档编写，同时改进这些流程以防止相同的问题再次发生。
你将负责从头到尾处理员工的IT请求，而不是将其转交给他人，直接与非技术人员合作，并在忙碌的一天中同时处理多项任务。日常服务工作是这份工作的永久组成部分，而不是在其他事情之前的一个临时阶段。
**主要职责**
- 从头到尾负责员工的IT请求：根据影响和紧急程度进行优先级排序，及时通知相关人员，解决问题，记录并防止问题再次发生。
- 在Google Workspace、Atlassian、GitHub和AWS上管理用户账户、权限和访问，应用最小权限原则。
- 运行IT入职和离职流程：员工第一天就配置好账户，离职时立即撤销访问权限，回收设备。
- 准备、配置和维护通过MDM管理的macOS和Windows工作站：策略、软件部署、补丁、加密和恢复。
- 负责IT设备的采购、交付、退货和库存准确性，适用于所有支持的地点，包括国际运输和供应商协调。
- 系统性地排查硬件、软件、网络和SaaS问题：复现问题、隔离原因、验证结果。
- 维护IT文档、知识库文章和资产记录，使支持工作不依赖于某个人在线。
- 通过实际的脚本和自动化减少重复性工作，并在不削弱安全控制的前提下改进支持流程。
- 执行IT安全和访问政策；识别并上报可疑活动和访问漏洞。
**要求**
- 3年以上在IT支持、服务台或系统管理方面的实际经验，亲自负责上述领域（不是其他团队处理时的间接接触）。
- 在生产环境中的macOS支持方面有实际经验。
- 有MDM管理的实际经验（Jamf、Kandji、Intune、JumpCloud、Hexnode或类似工具）：注册、策略、软件部署、合规性。
- 管理Google Workspace，以及至少两个以下内容：Atlassian、GitHub访问管理或云IAM（AWS / GCP / Azure）。
- 有明确的访问生命周期管理经验——入职、调动、离职，包括审批流程和最小权限实践。
- 具备良好的沟通能力，能够与不同层级的同事有效协作。
查看英文原文
**What this role actually is**
This is a hands-on operational role. Your customers are our employees. The work is a mix of live support, access administration, endpoint and MDM management, onboarding and offboarding, equipment logistics, and documentation, plus improving those processes so the same problems stop coming back.
You will own requests end-to-end rather than passing them along, work directly with non-technical colleagues, and handle several things at once on a busy day. Routine service work is a permanent part of the job, not a temporary phase before something else.
**Key Responsibilities**
- Own employee IT requests end-to-end: prioritize by impact and urgency, keep people informed, resolve, document, and prevent recurrence.
- Administer user accounts, permissions, and access across Google Workspace, Atlassian, GitHub, and AWS, applying least privilege.
- Run IT onboarding and offboarding: accounts provisioned on day one, access revoked promptly on exit, devices recovered.
- Prepare, configure, and maintain macOS and Windows workstations through MDM: policies, software deployment, patching, encryption, and recovery.
- Own IT equipment procurement, delivery, returns, and inventory accuracy for employees across supported locations, including international shipping and vendor coordination.
- Troubleshoot hardware, software, network, and SaaS issues methodically: reproduce, isolate, verify.
- Maintain IT documentation, knowledge-base articles, and asset records so support does not depend on one person being online.
- Reduce repetitive work through practical scripting and automation, and improve support processes without weakening security controls.
- Enforce IT security and access policies; recognize and escalate suspicious activity and access gaps.
**Requirements**
- 3+ years of hands-on experience in IT support, Service Desk, or system administration, with personal ownership of the areas above (not adjacent exposure while other teams handled them).
- Practical experience supporting macOS in a production employee environment.
- Hands-on MDM administration (Jamf, Kandji, Intune, JumpCloud, Hexnode, or similar): enrollment, policies, software deployment, compliance.
- Administration of Google Workspace, plus at least two of: Atlassian, GitHub access management, or cloud IAM (AWS / GCP / Azure).
- Demonstrated ownership of access lifecycle - joiners, movers, leavers - including approval flows and least-privilege practice.
- Experience with equipment provisioning, inventory, and remote/international delivery.
- Solid understanding of network fundamentals (DNS, DHCP, VPN, TCP/IP) and endpoint security basics (encryption, EDR, MFA/SSO).
- Experience working in a ticketing system with SLAs, and maintaining written documentation.
- Ability to handle a high volume of concurrent requests, interruptions, and difficult support situations while communicating calmly and clearly.
- At least one concrete example of automating or redesigning a repetitive support process, where you can explain your own contribution and the measurable outcome.
- Ukrainian: fluent. English: B1 or higher — enough to support colleagues, write tickets, and maintain documentation in an international company.
**Nice to Have**
- Scripting and automation (Bash, PowerShell, Python).
- Apple Business Manager, Zero-Touch / automated device deployment.
- Experience with VPN, LDAP, or ZTNA solutions.
- Exposure to ISO 27001 / SOC 2 processes or security audits.
- Interest in security topics (access control, endpoint security, Zero Trust).
- iGaming industry experience.
- Relevant certifications (CompTIA A+/Network+, Google Workspace, Microsoft, Apple, or similar).
**What We Offer**
- Competitive Salary
- Quarterly Bonuses
- Unlimited Paid Time Off
- Unlimited Paid Sick Leave
- Remote & Flexible Working
- Private Medical Insurance
- Financial Support for Life Events
- Professional Development Budget
- International Exposure
- Regular Company Events
_*Benefits may vary depending on location and contractual agreement_
**Recruiting Process**
- HR Interview
- Technical Interview
- Final Interview
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