IT Operations Engineer

Job Description:DataRobot is the leader in Value-Driven AI, a unique and collaborative approach to generative and predictive AI that combines an open platform, deep expertise and broad use-case experience to improve how organizations run, grow and optimize their business. The DataRobot AI Platform is the only complete AI lifecycle platform that interoperates with an organization’s existing investments in data, applications and business processes, and can be deployed on prem or on any cloud environment. Global organizations, including 40% of the Fortune 50, rely on DataRobot to drive greater impact and value from AI.We are looking to hire a skilled IT Operations Engineer to join our Boston office. You will provide technical support grounded in strong customer service to DataRobot, whether it be for local or remote support. We are looking for someone who is highly organized, communicative, and for whom excellence in work is a point of pride. You will handle ad-hoc requests, help manage the IT support ticket queue, maintain recurring tasks, provide in-office IT support, and work on projects.ResponsibilityTo ensure success in this role, the ideal candidate will have in-depth knowledge of business software and hardware systems, excellent troubleshooting skills, and high-level interpersonal skills. Ultimately, a top-class IT Operations Engineer resolves all IT issues quickly and effectively while maintaining a good relationship with clients (employees).Main RequirementsResponsibilities of this role include, but are not limited to, the following activities:Interface with clients (employees) to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships. You may also be required to administer new software applications and train clients on proper application use.Evaluate and prioritize IT support cases.Communicate and solve customers' problems either locally or remotely using Email, Slack, or the IT ticket system, ServiceNow.Act as an internal consultant offering solutions for clients’ usage problems.Work across all internal groups, including HR, support, sales, engineering, product, and operations to help design and streamline more efficient processes across applications.Be able to document existing and specify new processes for improvements.Maintain and manage our global asset inventory lifecycle.Work with global vendors to procure, transport, and manage assets outside of the US.Go into the Boston office (headquarters) 3 out of 5 days a week to provide IT support for employees in the office.Make smart decisions to optimize IT processes and improve operational efficiency.Required Skills and Experience:Minimum 3 to 4 years of experience in end-user support in an enterprise environment.Bachelor’s Degree in Computer Science or a related field.Good technical knowledge across all pillars of corporate IT, including email, AV, video conferencing, networking, security, cellular, etc.Experience with Mac/Windows OS Software and Hardware, iOS, G Suite, Linux, O365, Slack, Zoom, Zoom Room, WebEx, and Meet in an enterprise environment.Experience with LDAP, DNS, and Okta.Can troubleshoot any issue by applying troubleshooting methodology to unfamiliar systems.Excellent organization, communication, problem-solving, and active listening skills.Excellent communication (written, verbal, and presentation) and interpersonal skills. Must be able to convey information and ideas clearly.Excellent organizational and time management skills with strong attention to detail.Qualifications:Mac, Windows, and/or Linux experience required or equivalent certification (e.g. A+, Linux Foundation certification)Experience with ServiceNow preferred (Zendesk, JIRA Service Desk, or equivalent acceptable).ITIL 4 Foundation certification is a plus.Live event support system experience is a plus.Able to use JAMF, Landscape, Intune MDMs at a basic level to help with asset troubleshooting.Enterprise G Suite experience as a user and administrator.Okta experience as a user and administrator.LAN/WAN understanding for troubleshooting and delegation purposes.Basic networking understanding (Aruba, Meraki, PaloAlto).Optional but highly desired:AWSVagrant/VirtualboxAbility to read and understand code in various languages (Python, JavaScript, etc.)Jamf development experienceLandscape development experienceIntune development experienceExperience with Okta workflows.The talent and dedication of our employees are at the core of DataRobot’s journey to be an iconic company. We strive to attract and retain the best talent by providing competitive pay and benefits with our employees’ well-being at the core. Here’s what your benefits package may include depending on your location and local legal requirements: Medical, Dental & Vision Insurance, Flexible Time Off Program, Paid Holidays, Paid Parental Leave, Global Employee Assistance Program (EAP) and more!DataRobot Operating Principles:Wow Our CustomersSet High StandardsBe Better Than YesterdayBe RigorousAssume Positive IntentHave the Tough ConversationsBe Better TogetherDebate, Decide, CommitDeliver ResultsOvercommunicateResearch shows that many women only apply to jobs when they meet 100% of the qualifications while many men apply to jobs when they meet 60%. At DataRobot we encourage ALL candidates, especially women, people of color, LGBTQ+ identifying people, differently abled, and other people from marginalized groups to apply to our jobs, even if you do not check every box. We’d love to have a conversation with you and see if you might be a great fit.  All U.S. DataRobot employees must be fully vaccinated against COVID-19. If there is a medical, religious, or other legally protected reason that prevents you from receiving an available COVID-19 vaccination, and you are selected as a candidate for consideration, we have a process in place to evaluate requests for accommodation.DataRobot is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. DataRobot is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. Please see the United States Department of Labor’s EEO poster and EEO poster supplement for additional information.All applicant data submitted is handled in accordance with our Applicant Privacy Policy.