What you’ll be doing:

• Ensure Kong’s day to day IT operations are addressing the needs of our global workforce and are operating from a strong security and compliance position. 
• Troubleshooting for all IT-related topics and in-depth research to find the best technical solutions. 
• Responsible for Ticket Queue: Manage inbound support requests via tickets, email, and Slack.
• Be an escalation point for Kong’s IT Help Desk Partner. Ensure support tickets are addressed and SLA’s are met.
• Administering a wide variety of SaaS apps; provision/modify/remove access as needed: Google Workspace, Okta, Slack, Atlassian, Zoom, Office365, 1password, etc
• Ability to work in our London office (2-3 Days)
• Responsible for our IT On-boarding: Coordinate w/ EX & HR team to ensure pre-boarding tasks are complete.
• Coordinate w/ IT Manager on purchases and hardware deployments. 
• Responsible for our IT Off-boarding: Coordinate with IT Manager & HR for any off-boarding.
• Responsible for Zoom Room and Zoom Hardware maintenance.
• Responsible for IT Asset Management: Coordinate with IT Manager on hardware and software inventory.
• Support Kong’s annual security audits such as SOC2 by ensuring that our IT infrastructure is secure, compliant and documented. 
• Collaboration with other department stakeholders including technical projects across a suite of cloud based software tools.
• Develop procedures, processes, DR plans, instructions and other materials as necessary.

What you will bring:

• 4 years of experience working in an IT Operations, Support, Helpdesk role.
• Experience with administration of Google Workspace, Slack and Zoom
• Experience with administration of Okta: SSO, Lifecycle Management and Role Based Access design
• Experience with administration of Atlassian: Jira Software, JSM, Confluence
• Experience with MDM maintenance: JAMF and Intune
• Experience working with Compliance and Infosec teams; with audits such as SOC-2 Type 2 & ISO 27001 
• Excellent working knowledge of computer systems (macOS, Windows 10/11, Linux Ubuntu), network (Meraki & Fortigate), systems administration, and phone systems (future) 
• Strong critical thinking and decision-making skills
• Excellent project management skills and strong ability to prioritize
• Good grasp on IT infrastructure and operations best practices
• Desire to succeed tempered by maturity and a good sense of humor.
• Experience working with remote teams while using tools such as Slack or Zoom to support remotely

Bonus/Certfications:

• Google Workspace Administration
• CompTIA A+ | Network+ | Security+
• Okta Administration
• JAMF 200
• Intune Administration
• Jira Administration