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 do
You’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



Benefits

The 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 workforce
Industry leading Medical, Dental and Vision health insurance fully covered for each employee
*Company matching 401k with 6% match
$1,500 Home Office Set Up Allowance
$2,000 Employee Development Program
Unlimited PTO, with minimum required 10 days off annually for each employee
Book Allowance Program…$200 per year
Company issued laptop

*In 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 Polygon

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