We're looking for an IT Operations Engineer who puts internal users first. You'll be the person Finom employees turn to when something breaks, and you'll make sure they leave every interaction unblocked and well looked after.

You'll join the IT Operations team and work day to day across Windows and macOS devices, identity and access, and the SaaS tools hundreds of Finom employees rely on. The team builds and owns the core platforms; you'll run them, support the people who use them, and spot where things could work better.

About You

You enjoy helping people and it shows. You stay calm under pressure, explain technical issues in plain language, and follow up until the problem is actually solved. You treat every ticket as a colleague who needs help, not a queue item.

You're pragmatic and learn quickly. You don't need to build systems from scratch, but you think like a builder: you notice recurring issues, ask why they happen, and suggest a fix, a script, or a better process. You document what you learn so the next person doesn't have to start over.

What You'll Do

• Delivering Excellent Internal Support: You'll be the first line of help for Finom employees through Jira Service Management and Slack. You'll triage and resolve requests within SLA, keep users updated, and close tickets with clear, friendly communication. You'll own the employee experience of IT, from a quick password reset to a stressful laptop failure before a big meeting.

• Troubleshooting Windows and macOS Devices: You'll diagnose and fix hardware, OS, software, and network issues on both platforms, remotely. You'll handle device enrollment and compliance issues in JumpCloud MDM, software installs and updates, and escalate complex cases with a clear write-up of what you've already tried.

• Supporting Identity, Access, and the Employee Lifecycle: You'll run day-to-day onboarding and offboarding tasks in JumpCloud, Google Workspace, and Torii, handle access requests and SSO issues, and follow our access governance and least-privilege practices.

• Administering Everyday Platforms: You'll handle user-level administration of tools like Jira, Confluence, Slack, and Notion, and help keep JSM request types, knowledge base articles, and workflows accurate and easy to use.

• Improving How We Work: You'll spot trends in tickets and flag recurring issues. Where it makes sense, you'll write a knowledge base article, a small script, or propose an automation to the team. You'll support security and compliance efforts (DORA, ISO 27001, SOC 2) by following procedures carefully and keeping good records.

Who You Are

• 2+ years in IT support, service desk, or a similar user-facing technical role

• Hands-on troubleshooting of both Windows and macOS: hardware, OS, applications, peripherals, and network connectivity

• A strong customer service track record: patient, empathetic, and clear with non-technical colleagues, including under time pressure

• Experience with an ITSM or ticketing tool, ideally Jira Service Management, and working to SLAs

• Working knowledge of Google Workspace or M365 user administration

• Familiarity with an MDM (JumpCloud MDM, Intune, or Jamf) and an identity provider (JumpCloud, Okta, Entra ID) for everyday tasks like enrollment, password resets, MFA, and SSO issues

• Good written documentation habits: clear ticket notes and knowledge base articles

• Fluent English, written and spoken

Nice to Have

• Basic scripting (PowerShell, Bash, or Python) and a curiosity for automating repetitive work

• Confident use of AI tools to speed up troubleshooting and documentation

• Exposure to security and compliance frameworks (ISO 27001, DORA, SOC 2) or SaaS management tools like Torii

• Experience with meeting room and AV setups (Google Meet or Zoom Rooms)

• Experience in a fast-growing or regulated company