IT Operations Specialist

Job Description

"The front page of the internet,” Reddit brings over 430 million people together each month through their common interests, inviting them to share, vote, comment, and create across thousands of communities. Come for the cats, stay for the empathy.

Reddit is seeking an IT Operations Specialist to help keep pace with the needs of a growing company. In this role, you will be the primary point of escalation and bridge the technical gap between our IT Support team and the IT Operations & Engineering team. In this position, you will find yourself with a wide range of complex problem-solving opportunities. You leverage your past experience to bring immediate value, perspective and technical know-how to meet new challenges everyday.

As a close collaborator with the IT Support team, your role is heavily weighted to solve the unplanned work that regularly lands at IT’s proverbial doorstep. You will mentor the IT Support team, identify opportunities to shed work and reduce the overall number of tickets that need to be escalated.

When you are not playing the part of a professional firefighter, you will be supporting other IT Operation & Engineering team members with project initiatives, process improvement, and change management workflows.

You are a team player with a strong commitment to customer service, you enjoy technology, and have an aptitude for problem-solving.

Responsibilities​:

• This role is the primary point of escalation for our IT Support team. You will support a wide range of inbound escalated requests and facilitate technical conversations with end-users and cross-functional partners. Think of yourself as the “go-to for how-to person” for the support team.
• Support the daily administration of our SaaS applications: G Suite, Okta, Atlassian Cloud, Slack, etc.
• Assist with building provisioning/deprovisioning workflows (User accounts, group membership, service access, etc.)
• Support/cover for team members (above and below) through vacations or other periods of absence

Required Skills:

• 5 years of of progressive experience and responsibility
• An experienced Super Admin on an enterprise SaaS product (E.g. G Suite, Okta, Zendesk, PagerDuty, Office 365, Box, Atlassian, etc.)
• Extensive experience in support and troubleshooting Mac OS and Windows platforms as well as iOS & Android mobile devices
• Experience with conference room systems; installation and configuration.
• Experience in a fast paced customer facing environment, preferably within a technical organization or high growth company.

What We Can Expect From You:

• Passion. It’s easy for you to keep up with the latest industry trends, experiment at home with new technologies and perhaps have your own home lab
• Resourceful. Ability to discover solutions through research, testing, discovery, reddit, etc.
• Experienced. Provide insights, best practices and bring with you actionable items on day one
• A good communicator, with a personable demeanor and a positive attitude. You are organized, can read between the lines to understand business needs and prioritize your work accordingly.

Bonus Points:

• Experience with JIRA administration, modifying workflows, permission and notification schemes, custom field configs, etc.
• Experience with Identity Providers/SAML (Okta, OneLogin, etc.)
• Previous experience in a rapidly growing startup environment