App Annie is the industry's most trusted mobile data and analytics platform. App Annie's mission to help customers create winning mobile experiences and achieve excellence. The company created the mobile app data market and is committed to delivering the industry’s most complete mobile performance offering. More than 1,100 enterprise clients and 1 million registered users across the globe and spanning all industries rely on App Annie as the standard to revolutionize their mobile business. The company is headquartered in San Francisco with 12 offices worldwide.

We are looking for a smart, motivated, and customer service centric individual to provide technical assistance for App Annie’s employee base. This person will help provide exceptional technical support to our corporate employee base located around the world. It’s an opportunity to play a critical role in helping scale App Annie with a focus on increasing and enabling productivity. 

This position involves a multitude of operational and project based tasks such as supporting SasS based applications, remote troubleshooting, provisioning/de-provisioning accounts, training on applications and security practices, automation, and documentation on tasks. You will help install, configure, upgrade and troubleshoot hardware and software issues. Daily duties can consist of prioritizing, routing, recommending, and resolving all incoming internal technology support incident and requests. 

To succeed in this role, you should have a CAN-DO attitude along with a natural problem solving ability. You must be forward thinking, solution and results oriented. You should always be striving to ensure great customer satisfaction and thinking of ways to make the user experience better for the business. 

Past work experience with SSO tools and applications such as Onelogin/ OKTA are essential with the ability to streamline our SSO environment and integrating apps within our infrastructure is a huge plus! G Suite Admin expertise alongside Zoom Room deployment experience will be also be a plus, as we launch our Zoom implementation project this quarter.

Responsibilities: 

• Provide IT support for laptops, software, printers, and LAN/WLAN. 
• Administer and support 100+ SaaS platforms via SSO (Onelogin or similar service). 
• Manage new-hire on-boarding/off-boarding and IT orientations. 
• Inventory management for laptops in a primarily Mac environment, including asset setup, assignments, transfers, and depreciation. 
• AV support for occasional global presentations, video conferencing, and industry-related onsite/offsite events. 
• Work with an effective global IT team on projects to help standardize and streamline global IT support and productivity. 
• Familiarity with a ticketing applications such as JIRA, FreshService
• Document IT procedures and processes for internal IT Knowledge Base and support links. 

Requirements: 

• Customer-oriented attitude, Executive/C-Level Support as needed 
• Strong fundamental knowledge in networking protocols and troubleshooting, WiFi and APs 
• Hands-on experience with Mac OS / Windows environments, Chrome OS 
• Working knowledge of G-Suite Admin (Gmail, Calendaring, Drive, Groups) Box, JAMF, Slack, Asana, JIRA and/or other ticketing solutions 
• Knowledge of network security practices and anti-virus programs 
• Ability to perform remote troubleshooting and provide clear instructions 
• AV support including but not limited to Zoom, Lifesize
• Experience in automation with scripting or programming languages a big plus! 
• Excellent problem-solving and multitasking skills 
• Organizational skills and attention to detail a must 
• Collaboration within the team and especially with other Business Units and Depts 

Skills:

• Proven ability to work independently with minimal supervision, must be a self starter who can initiate and take ownership of work 
• Ability to learn new technology quickly and with minimal guidance 
• Thrives on technical challenges and problem solving for the long term 
• Excellent communication, written and verbal and interpersonal skills 
• Ability to understand the needs of our employees and make great judgement calls 
• Ability to prioritize and multitask 
• Flexible schedule to accommodate 24/7 business needs 

What do we offer?

• Lots of responsibility + room for you to experiment and grow with the company.
• An international team of super-talented people from different cultural backgrounds (Beijing, San Francisco, Utrecht and more). 
• 15 days of paid leave, so long as you promise to come back!
• Competitive salary & stock options.
• Extended health and dental benefits.