United States onlyFrom the very beginning, SugarCRM had a unique vision: to offer a different kind of Customer Relationship Management (CRM). We pioneered the first commercial open-source CRM platform, and now, more than two decades later, are on a mission to provide products and services that make the hard things easier for sales, marketing and customer service teams. In fact, we help mid-market businesses around the globe reach new levels of performance and predictability by letting our award-winning CRM platform do the work. Our diverse group of worldwide employees are united and driven by a shared passion for our mission, culture, and values. We treat our employees like humans not line items and are building a culture where your work at Sugar helps fuel personal, professional and business growth – check out our recent ‘Great Place to Work’ certification that we are so proud of. Work/life fit and flexibility for our team matters and together we pride ourselves on solving for our customers, always. What’s more, we are a Remote 1st organization, which means we empower everyone to do their best work from home, on the road, or anywhere in between. If you're ready to grow your career and help organizations grow better and faster, you've come to the right place. Find out more about our SugarCRM careers and how you can become a part of our journey.
The IT Engineer, in conjunction with their peers, will provide support for approximately 500 global users at SugarCRM. The company has a large Mac environment which consists of 2/3 of all users.The IT Engineer will be responsible for both hardware and software-related requests/issues/needs, as well as system administration, security, and networking support. This hands-on role requires direct interaction with a diverse user base distributed globally, as well as aiding system administrators, security, and network engineers supporting the IT infrastructure.
Responsibilities include, but are not limited to the following:
Impact you will make in the role:
- Primary escalation resource for client hardware and software related issues (MacOS and Windows).
- Support remote end users with IT related issues (software and hardware).
- Assist other IT staff with system administration, security, and network infrastructure management.
- Lead new and replacement device deployments for Mac and Windows laptops.
- Assist users with applications, security, OS upgrades and data transfers.
- Support of Office 365 (Office, Word, Excel, OneNote, PowerPoint, SharePoint, OneDrive, Teams, etc.), as well as IT Infrastructure such as Active Directory and Okta.
What you will need to succeed:
- Education:
- 3+ years of experience working in IT or a related technical field supporting end users.
- Industry certifications preferred – for example CompTIA, CCNA, Microsoft, AWS.
- Skills:
- Strong experience supporting Microsoft Windows, MacOS and Linux operating systems.
- Strong experience using Mobile Device Management tools such as Kandji and InTune.
- Strong communications skills – the ability to provide a friendly, supportive experience for users, as well as handle difficult conversations with a calm and professional manner.
- Strong experience working as a team player both within the IT team and across other departments.
- Experience working with cloud solutions such as AWS, Office 365, CrashPlan and Okta.
- Experience working independently and managing own time.
- Experience supporting IT infrastructure such as firewalls, Active Directory.
- Experience collaborating with Security teams in a SOC 2 and/or ISO27001 environment.
- Experience with script-based automation, including Kubernetes, Ansible, Python.
- Experience working in a global, multi-time zone business.
- Experience delivering long-term projects on time and to budget.
- Experience working in an environment with change management processes.
- Availability after hours and as needed to join on-call rotation, supporting end users during incidents.
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