[Hiring] IT Operations Engineer @Factored

Role Description

We are seeking a proactive and detail-oriented IT Operations Engineer to support and scale our IT operations. This role goes beyond traditional helpdesk responsibilities, combining user support, device lifecycle management, IT operations, and compliance (SOC 2) to ensure a secure, efficient, and high-quality technology experience for all employees. The ideal candidate is hands-on, structured, and passionate about building processes, improving operations, and contributing to a growing IT environment in a fast-paced, remote-first company.

• Provide first and second-level support for hardware, software, and access-related issues.
• Manage and resolve requests through Jira Service Management (JSM), ensuring proper ticket handling, prioritization, SLA compliance, and documentation.
• Deliver support to a distributed user base across LATAM, ensuring a seamless and high-quality user experience.
• Troubleshoot and maintain macOS and Windows environments, including remote support tools.
• Configure, deploy, maintain, and repair company devices, ensuring optimal performance and security standards.
• Administer device configurations, security baselines, and software deployment through MDM solutions such as Kandji and JumpCloud.
• Manage device lifecycle and asset inventory to ensure accurate tracking and control.
• Execute onboarding and offboarding processes, including device preparation and account provisioning/deprovisioning.
• Own and execute the device reconditioning process, including secure wipe, reinstallation, MDM enrollment, and preparation for new hires.
• Perform periodic visits to the warehouse to support device logistics, including preparation, validation, and inventory management.
• Manage user access and permissions across systems such as Google Workspace, Microsoft 365, and others, following least-privilege principles.
• Provide support and administration for corporate tools, including Slack, Jira, Zoom, CrowdStrike, VPN solutions, CRM, and other systems.
• Support and execute SOC 2-aligned IT controls, including evidence collection, access reviews, and audit readiness activities.
• Contribute to the implementation and improvement of IT processes related to incident management, change management, and security practices.
• Create and maintain technical documentation, procedures, and contribute to the internal knowledge base.
• Identify opportunities to improve, standardize, and automate IT operations processes.
• Escalate complex issues when needed and collaborate with the IT team to ensure timely and effective resolution.

Qualifications

• 2+ years of dedicated experience in IT support and operations, with a proven track record of maintaining high system uptime in remote-first and distributed global environments.
• Advanced cross-platform troubleshooting expertise in macOS and Windows environments, ensuring seamless hardware and software performance for diverse user bases.
• Full-stack administration of enterprise productivity suites, including Google Workspace and Microsoft 365, to manage users, security protocols, and collaborative workflows.
• Strategic MDM deployment and management using industry-standard tools like Kandji and JumpCloud to automate device enrollment and enforce security compliance.
• Proficient in IT Service Management (ITSM), utilizing Jira Service Management to streamline ticketing workflows, reduce resolution times, and improve internal service levels.
• Security-first mindset with hands-on experience deploying endpoint protection (CrowdStrike) and managing the full lifecycle of hardware through robust asset management tools.
• Strong communication at an advanced English level (B2+), enabling clear and effective technical support and cross-departmental collaboration.
• Collaborative problem-solver with a focus on meticulous attention to detail, capable of bridging technical gaps between departments to achieve organizational goals.

Requirements

• ITIL Foundation certification (Nice to Have).
• Experience working in SOC 2 or compliance-driven environments (Nice to Have).
• Experience with automation (scripts) (Nice to Have).
• Exposure to cloud environments (AWS, GCP, Azure) (Nice to Have).

Benefits

• Ownership through equity participation.
• Annual company retreat.
• Education bonus for continuous learning.
• Company-wide winter break.
• Paid time off.
• Optional in-person events and meetups.
• Tailored career roadmaps.
• High-performance culture.