Systems Administrator

We are looking for a Systems Administrator to join our growing global IT team and provide technical expertise to 600+ users across all offices!

You will help install, configure, upgrade and troubleshoot hardware and software systems. To succeed in this role, you should have a CAN-DO attitude along with problem-solving experience. You should also be familiar with remote troubleshooting techniques as much of our workforce is now remote.

Our ideal candidate must have hands-on technical skills primarily administering cloud systems with hybrid on-prem AD/Windows server experience, implementing and maintaining IT security systems, and managing networks.

Secondary responsibilities include, but aren’t limited to, diagnosing issues related to computer hardware or software, networking equipment, printers, scanners, copiers, VoIP phones, A/V equipment, as well as be able to independently research, select, and implement reasonable solutions, and document resolution and proper operating procedures. 

We’re a small team tasked with moving mountains. Be ready for some complex challenges!

What You'll Do:

• Provide day to day end-user support for 600+ users across multiple locations 
• Be a primary stakeholder in IT projects
• Work with the IT team to plan, implement, and support systems
• Maintain procedural and training documentation
• Maintain onboarding processes and associated automations and documentation
• Administer MDM and remote management of all hardware
• Utilize a company-wide ticketing system for all IT requests
• Follow best practices throughout the entire technical support process
• Adhere to industry standards and follow best practices during system implementations
• Partner with others to identify improvements to our current procedures and systems
• Continually look to improve our employee experience - including on-boarding, communications, printing, attending all-hands meetings, and using video conferencing
• Tier 2 escalation for Helpdesk team (must be comfortable troubleshooting remotely)
• Provide mentorship to the helpdesk team membersProvide second level technical support contact for all computer issues (Mac, PC, Linux, Printers, iOS, Android)
• Address user tickets regarding hardware, software, and networking
• Customize desktop and cloud applications to meet user needs when necessary
• Test alternative pathways until you resolve an issue
• Walk customers through installing applications and computer peripherals
• Manage IT asset inventory, forms, and policies
• Troubleshoot, diagnose, and repair hardware, software, network and peripherals issues
• Document, monitor, and resolve support tickets for all IT related issues in a timely manner
• Provide on-call/after-hours support, system implementations, and upgrades
• Record technical issues and solutions in logs & help create technical documentation and manuals
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Work with IT Manager to improve help desk support processes, equipment, and software selection
• Frequent travel between Los Angeles offices; Occasional travel to our Fulfillment Center in Chino

What You'll Bring:

• 5+ years of IT Help Desk + lead experience in a Mac/PC environment with an emphasis on networking and cloud software
• Customer-oriented attitude, Executive/C-Level Support as needed
• Proven work experience as a Desktop Support Engineer / Technical Support Engineer
• Strong experience with Google Apps for Business: Gmail, Google Calendar, Google Drive, Google Docs, Google Sheets
• Experience providing support for Firefox, Chrome, Safari, IE
• Background in providing desktop support for Windows 10 & Server and Mac OSX 10.9+
• Knowledge of support for Microsoft Office Suite 2019
• Systems Admin knowledge of networking technologies, WAPs, SSO, G-Suite Admin, Zoom, Dropbox/Box, JAMF, JIRA and/or other ticketing solutions
• Excellent problem-solving and multitasking skills
• Organizational skills a must
• Ability to perform remote troubleshooting and provide clear instructions
• Knowledge of network security practices and anti-virus programs
• Proven ability to provide proactive customer service with strong attention to detail
• Working knowledge of a range of software and hardware diagnostic tools
• Collaboration within the team and especially with other Business Units and Departments

• CompTIA A+, Apple ACMT, and/or Network+ Certification preferred 

What You’ll Get:

• Opportunity to consolidate and implement technologies to transition the organization from a proven, high-growth startup to an IPO-ready company
• Competitive salary, equity incentives and an amazing benefits package including medical, dental, vision, and pension
• The​​ opportunity​ ​to​ ​work​ ​in​ ​a​ ​collaborative environment​ ​full​ ​of​​ bright, driven, and happy​ ​people​
• Be a part of one of the fastest growing companies in the US that is revolutionizing eCommerce
• Open/Flexible PTO policy - we trust our employees to manage their time!
• Free FabFitFun subscription and quarterly credit in the Add-Ons store