IT Operations Associate Engineer

We’re looking for an IT Operations Associate Engineer to join our global IT team. You’ll primarily work on global IT operations and user support, helping to keep our systems and users up and running.

While your main focus is on SaaS platforms, endpoint management, and troubleshooting, you’ll occasionally handle hands-on tasks in our local office — but local office IT is not the main part of your job.

You enjoy problem-solving, working with a variety of tools, and keeping users productive. You don’t need to design complex architectures, but you should know your way around SaaS platforms, modern endpoint management, and standard IT troubleshooting.

About the Team

Our IT team is passionate about delivering robust, scalable, and secure technology solutions that enable our colleagues to perform at their best. We:

• Collaborate across departments to understand needs and drive business value
• Constantly explore new tools and approaches to stay ahead of the curve
• Believe in transparency, open communication, and continuous improvement
• Embrace experimentation and learning from failure in a culture of respect

What you’ll do

You will support globally distributed users by ensuring system availability, smooth operations, and high-quality IT service delivery across a modern cloud-first environment. You’ll work with various platforms, including Google Workspace, Slack, Atlassian, and over 100 SaaS tools managed through Okta, as well as endpoints such as macOS, Windows, Linux, and ChromeOS.

• Provide up to Level 2 support to users globally (hardware, software, SaaS, access issues, etc.)
• Handle user onboarding and offboarding (accounts, access, device setup)
• Troubleshoot endpoint issues across Windows, macOS, and ChromeOS.
• Support SaaS platforms like Google Workspace, Okta, 1Password, Slack, etc.
• Use endpoint management tools (WorkspaceONE, Kandji) to maintain device compliance
• Manage tickets in our helpdesk system, escalate when necessary, and follow through to resolution
• Occasionally assist with local hands-on tasks (hardware installation and swaps, network checks, test equipment setup, meeting room gear)
• Collaborate with the global IT team on improvement projects, automation, and process updates
• Maintain documentation and share knowledge with the team

What you’ll bring

Required skills and experience:

• 2 or more years of experience in IT support, system administration, or IT operations
• Proficient in supporting and administering:
• End-user operating systems: Windows, macOS, Linux, ChromeOS
• SaaS platforms: Google Workspace, Okta, 1Password, or similar
• Endpoint management tools: WorkspaceONE, Kandj,i or similar
• Experience with helpdesk/service desk systems and ITIL-based service management practices
• Solid troubleshooting skills across hardware, OS (Windows/MacOS/Linux), and SaaS platforms
• Ability to sanitize and reimagine workstations and other end-user devices
• Familiarity with:
• Network and connectivity issues (TCP/IP, DNS, DHCP, VPN, WiFi)
• Network infrastructure: VLANs, firewall, and switch configuration
• Identity and Access Management (IAM) and Single Sign-On (SSO)
• Concepts of system uptime, network redundancy, and failover procedures.
• Excellent communication and collaboration skills (English required, German a plus)
• Ability to work independently as well as part of a team
• Proactive mindset with a strong desire to learn and adapt to new technologies
• Willing to get hands-on with hardware and physical infrastructure tasks, such as cable installation, cable management, and mounting IT equipment (e.g., monitors, TVs, access points), as needed.

Nice to have

• Basic scripting (Bash, Python, PowerShell) to automate simple tasks
• Familiarity with virtualization (VMware, Nutanix, …) and cloud infrastructure
• Experience with AV/meeting room setups
• Exposure to IT security concepts (endpoint protection, MFA, SIEM)

How you’ll succeed

Your success in this role will be measured by:

• Your skill in identifying, prioritizing, and resolving reported problems
• Your ability to resolve issues and be an effective point of escalation
• Your role in ensuring our users are as productive as possible
• Your impact on user satisfaction as reflected in regular CSAT surveys

How we’ll support you

In our IT ecosystem, we are dedicated to empowering decision-making at all levels. Our culture is rooted in the inverted pyramid approach, where the engineers, who have a deep understanding of IT processes and technology, are the ones with the authority to make impactful decisions.

• We prioritize treating every team member with respect and promote open and constructive feedback, ensuring a culture of trust and transparency
• We encourage learning through experimentation and provide a safe space for everyone to learn from their experiences
• Our managers are dedicated to facilitating career growth and creating an environment that attracts and supports talented engineers

ExpressVPN, a Kape Technologies company, is an equal opportunity employer. We promote equal recruitment and employment opportunities, and do not discriminate based on gender identity and/or expression, age, race, color, disability, culture, religion or belief, family and/or marital status, sexual orientation, or other characteristics protected by applicable law. We celebrate a diverse and inclusive work environment in which applicants and employees are treated with respect and dignity, and excel based on personal merit, qualifications, experience, and performance.