IT Support Engineer

What is Polygon?Polygon is the leading blockchain development platform, offering scalable, affordable, secure and sustainable blockchains for Web3. Its growing suite of products offers developers easy access to major scaling solutions including L2 (ZK Rollups and Optimistic Rollups), sidechains, hybrid, stand-alone and enterprise chains, and data availability. Polygon’s scaling solutions have seen widespread adoption with tens of thousands of decentralized applications hosted, 1.6B+ total transactions processed, 180M+ unique user addresses, and $7B+ in assets secured. Polygon is carbon neutral with the goal of leading the Web3 ecosystem in becoming carbon negative.We operate a large suite of SaaS apps to empower our people. We are looking for an IT Support Engineer who is passionate about providing exceptional support & guidance.The MIS team is responsible for the management and integration of our SaaS suite, IT support, device management and IT project delivery. We’re the backbone of the Polygon IT ecosystem supporting multiple teams & departments globally.What you'll doYou’ll help our distributed team work effectively, providing IT support & guidance in desktop support, SaaS apps (including Okta, Google Workspace, Slack) and managing security and compliance of our end user devices using our MDM. You will also be involved in projects, coordinating with the Solutions Engineers and other key stakeholders from various teams across the organisation.

The Role

• Providing IT support to the Polygon team, including: help using SaaS tools (including Google Workspace, Slack, 1Password, Okta, Jira), Windows/Mac support, making sure users have access to what they need.
• Responding to requests logged in ticketing system and escalating when needed
• Initially onboarding devices into our newly created MDM system then maintaining it going forward
• Asking for more information on the issue when required
• Contribute to the development of end-user training plans and documentation
• Monitor alerts from SaaS tools, MDM & other systems to detect service issues
• Maintaining the knowledge base
• Flagging recurring issues for further investigation
• Suggesting or implementing automations to improve efficiency
• Follow best practice policies and procedures for user, device & SaaS app management
• Contribute to the development of end-user training plans and documentation

What you'll need to succeed

• Experience in an IT service desk for medium to large organisation - preferably remote
• Experience supporting SaaS applications including Google Workspace, Okta, Slack, 
• Experience using SSO/SAML preferable with Okta
• You've managed virtual meeting software and remote conference sessions with global attendees, and meetings sizes 200+
• Experience with supporting Windows, MacOS & Linux
• High aptitude for understanding and learning new software packages
• Significant experience using MDM software to standardize tools deployment across org teams and devices
• ITIL certification is a plus
• Experience with scripting or automations for recurring processes is a plus

BenefitsThe goal of the Polygon total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan includes, the following benefits:Remote first global workforceIndustry leading Medical, Dental and Vision health insurance fully covered for each employeeCompany matching 401k with 6% match$1,500 Home Office Set Up Allowance$2,000 Employee Development ProgramUnlimited PTO, with minimum required 10 days off annually for each employeeBook Allowance Program…$200 per yearCompany issued laptopIn certain countries medical, dental and vision is fully covered for any dependents. This is country and plan specific.Polygon is committed to a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.If you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.Learn More about PolygonWebsite | Twitter | Ecosystem Twitter | Developer Twitter | Studios Twitter | Telegram | Reddit | Discord | Instagram | Facebook | LinkedIn

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