IT Operations Engineer

This is a remote position. We are looking for candidates in the United States only. 

About Grafana Labs:

There are more than 750,000 active installations of Grafana around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a SpaceX launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps companies including Bloomberg, JPMorgan Chase, and eBay manage their observability strategies with full-stack offerings that can be run fully-managed with Grafana Cloud, or self-managed with Grafana Enterprise Stack. The Grafana stack has grown to include two other open-source projects, Grafana Loki (for logs) and Grafana Tempo (for traces).

Description of Duties

You will be responsible for fielding end-user IT requests involving software, hardware, and SaaS application issues. Responsibilities involve high-touch customer service with a problem-solving approach to address incidents and requests through to resolution such as, but not limited to, installations, troubleshooting, Mac/PC/Laptop setup, and other special projects as assigned. In addition, you will also be responsible for discovering automatable tasks and reporting those to senior team members for implementation. Finally, you will own the internal knowledgebase. There is an emphasis to continue to write new articles into this database and keep current articles up-to-date.

Key Responsibilities

• Find gaps in current provisioning and de-provisioning automation and work with senior team members to implement improvements.
• Provide end-to-end technical support for all IT products and services for Grafana employees (Grafanistas).
• Troubleshoot a range of problems, teaching or instructing users regarding end-user hardware, software, applications, etc.
• Create and maintain IT Operations documentation, FAQs, and solutions. 
• Oversee the Service Desk, including managing/creating a service catalog and incident (break/fix) management.
• Engages in research and in-depth troubleshooting to resolve technical issues.
• Partner with People Ops to handle onboarding, offboarding, employee changes, and new hire training.
• Handle equipment procurement and logistics for new hires, replacements, and refresh cycles.
• Streamline and automate processes as needed.
• Partner with senior team members to assist with more complex projects.

Requirements

• 3+ years of experience working with Google Workspace, Okta, Slack, Zoom, or similar technologies.
• 5 years of experience with Windows 10, MacOS, and Linux Operating Systems.
• Proficiency with endpoint security (EDR and Antivirus) such as Crowdstrike, Sophos, or similar technologies.
• Proficiency with Mobile Device Management (MDM) tools such as JAMF, Workspace One, or similar technologies.
• Understanding of disk encryption across MacOS, Windows, and Linux.
• Experience with Office / Office 365.
• Experience with financial applications such as Expensify, Navan, Netsuite, etc. a plus.
• Experience with domestic and international shipping is a plus.

What you’ll bring to the role

• Strong verbal and written communication skills with the ability to effectively communicate with all levels of employees and provide support globally.
• A friendly, approachable, helpful customer service attitude.
• Experience working in a “remote first” environment.
• Empathetic, understanding, and humble.
• Strong work ethic.
• Experience working well in both a team environment and independently.
• Inquisitive demeanor with the willingness to learn new technologies and responsibilities.

In the USA, the Base compensation range for this role is 97,000 USD - 120,000 USD. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed here.

*Compensation ranges are country-specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.