System Administrator (Office 365)

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

We are looking for a proactive and adaptable Systems Administrator with a broad knowledge of SaaS applications to join our team. This role is key in maintaining the smooth operation, security, and efficiency of our cloud-based systems, ensuring seamless user experiences and operational stability across the organization.

Duties and Responsibilities:

• Administer and support key SaaS platforms, including Google Workspace, Office 365, Kandji, Atlassian (Confluence, Jira), Slack, Zoom, and more, ensuring their availability, security, and optimal performance.
• Provision and maintain user accounts, permissions, and access controls across multiple platforms, ensuring compliance with security policies and proper service capacity planning.
• Perform routine maintenance, monitoring, and upgrades to ensure reliable and secure operation of cloud-based services.
• Provide responsive support for user issues and incidents, troubleshooting problems across systems and applications, and resolving them in a timely manner.
• Develop and maintain automated workflows and integrations between various SaaS applications to drive efficiency.
• Implement and enforce security protocols, conduct regular audits, and manage system configurations to ensure the integrity and security of data and applications.
• Maintain accurate and detailed documentation for systems configurations, processes, and troubleshooting guides to support knowledge sharing across the team.
• Work cross-functionally with teams such as HR, Finance, and Engineering to ensure applications and systems meet the needs of the organization.
• Provide Desktop Support Escalation
• Any other duties as assigned by management

Qualifications:

• Experience: 3+ years of experience in systems administration or IT support, with hands-on expertise in SaaS application management (e.g., Google Workspace, Office 365, Kandji, Slack, Atlassian).
• Technical Skills: Solid understanding of cloud-based infrastructure, system administration, security best practices, and SaaS management.
• Problem-Solving: Excellent troubleshooting and problem-solving abilities, with the ability to think critically and resolve issues efficiently.
• Communication: Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users and document processes clearly.
• Self-Starter: Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced, evolving environment.
• Education: A degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.