Technical Operations Specialist

Athennian

Calgary, Alberta, Canada

Full time

Nov 10

The Technical Operations Specialist will be responsible for providing end-to-end internal technical support related to hardware and software for any requests or issues coming from Athennian personnel. Reporting to the Director, Operations & Compliance , this position will be a cross-functional role that will work directly with both the technical/engineering teams and business/corporate teams. The role will have a dual-focus on technical support/security and team member satisfaction/experience.


You’ll be Successful When…

You have a vision for what a full-service IT management program looks like and are excited to communicate that vision across the org to make team members’ work lives easier, more efficient, hassle-free and secure.


Required Skills

  • 4+ years combination of education/certifications and IT Support experience in a customer-focused environment working with end users in a multi-office/remote environment
  • Logical troubleshooting, testing, project management, and root cause analysis
  • Extensive experience of end user hardware & OS (Apple/iOS and PC/Windows 10), server hardware and software, G-Suite for business, MS Office products such as O365, Antivirus/encryption solutions, and collaboration tools (Slack, Zoom)
  • Experience with office A/V solution setup, installation, troubleshooting, and maintenance
  • Strong knowledge of Jira/Confluence
  • Experience in process document creation such as knowledge base articles
  • Ability to effectively work as a team while delivering and supporting IT solutions to global resources while being managed remotely
  • Ability to prioritize effectively and work on concurrent tasks
  • Ability to communicate effectively, verbally and in writing to colleagues across North America
  • Excellent customer service skills
  • Self-motivated and organized

Bonus Points

  • Experience in legal tech
  • Experience with SOC2 evidence collection and compliance management tools
  • Experience with MDMs
  • Experience developing SCORM files for LMS content

In this role at 3 months you will have:

  • Developed a keen understanding of the day in the life of an Athennian team member, their daily technical needs and pain points
  • Created end user profiles for each department with respect to team members’ application provisioning and hardware needs, and taken over onboarding activities related to hardware and application provisioning
  • Attended one quarterly engineering management meeting to understand key risk areas related to internal technology resources
  • Taken over ownership of key third party relationships such as Rippling Support, Apple Business Manager, Geek Squad
  • Taken over ownership of endpoint management including procurement, inventory, security, deployment and maintenance via Apple Business account and Rippling MDM
  • Identified 3 key areas of focus for organization-wide technology onboarding training
  • Created a roadmap for an internal support ticketing system using Jira along with corresponding how-to documentation for team members including escalation procedures
  • Comprehensive knowledge of all Athennian security policies and procedures
  • A working understanding of Athennian’s SOC2 controls and compliance management system (Tugboat Logic)

In this role at 6 months you will have:

  • Established a meeting cadence with the Cloud Security team
  • Co-developed OKRs with the Director, Operations & Compliance related to employee NPS and satisfaction metrics for IT support, security, and application budgets
  • Assumed all application provisioning activities and worked with Athennian’s security and finance teams to evaluate and improve on its hardware/application provisioning procedures, including inventory procurement/management, onboarding and offboarding, account monitoring, usage and budgeting
  • Worked with Athennian’s Security team to action mitigation activities on security issues related to device and application management
  • Worked with Athennian’s People and Culture team to launch comprehensive IT onboarding training for new cohorts and refresher courses for current team members
  • Launched and operated the internal support ticketing system
  • Evaluated the efficacy of Athennian’s MDM solution and made recommendations on improvements or necessary changes
  • Evaluated the efficacy of Athennian’s anti-virus solution and made recommendations on improvements
  • Demonstrated availability for rotating on-call duty for Priority 1 issues

In this role at 12 months you will have:

  • Delivered on key OKR initiatives related to hardware and software lifecycle management
  • Become a trusted and essential member of Athennian’s Security team
  • Worked with Athennian’s People and Culture team to develop and maintain Employee Experience programs (training and resources) related to internal technical support with a goal towards delivering high employee satisfaction and engagement
  • Created, owned and managed Confluence space and documentation related to asset management (inventory and security best practices), including documentation related to SOC2
  • Created, owned and managed a comprehensive End User Support Program for all Athennian personnel to have a trusted internal resource for hardware and software troubleshooting, with a customer-service focus
  • Developed an expert-level knowledge of Athennian’s security compliance management tool (Tugboat Logic) and identified which SOC2 controls to own and operate

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Athennian

Cloud-based global legal entity management software.

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