IT Ops Engineer

The shape of it

In the posting’s own words

In this role, you'll be the go-to person for in-office IT support: resolving hardware and software issues and partnering with teams across the company to make sure everyone has what they need to do their best work. You'll manage the tools and systems Vercel's employees rely on every day, from endpoint management and AV to onboarding workflows and access controls.

What it asks for · 9

• Experienced IT Professional: You have at least 5 years of experience in IT support or a related field, with a solid foundation in troubleshooting hardware, software, AV, and network issues. Experience in a startup or tech environment is a plus.
• AI-Native Worker: You actively use AI tools as a core part of how you work, not just occasionally. You reach for them to move faster, automate repetitive tasks, write scripts, draft docs, and solve problems more effectively.
• Tech-Savvy Problem Solver: You have a strong understanding of macOS environments, networking, and security, and you're known for diagnosing and resolving technical issues quickly and thoroughly.
• Effective Communicator: You can explain complex technical issues in plain language and work collaboratively across teams and departments with ease.
• Proactive and Adaptable: You thrive in fast-paced environments, take initiative without being asked, and can juggle multiple tasks or priorities without dropping the ball.
• Service-Oriented: You're approachable, patient, and genuinely enjoy helping people. You treat every support interaction as an opportunity to leave someone better off than you found them.
• Detail-Oriented: You manage your work and documentation carefully, keep IT assets organized, and don't let things fall through the cracks.
• Security Conscious: You understand the importance of cybersecurity and are proactive about implementing measures to protect company data and systems.
• Continuous Learner: You stay current on IT trends and best practices and are motivated to grow your skills alongside the team and the company.

What the job covers

• Serve as the first point of contact for in-office and remote staff on all IT-related issues. Troubleshoot and resolve hardware, software, and network problems, ensuring minimal downtime and a great employee experience.
• Actively use AI tools to triage requests, draft documentation, write scripts, and find solutions faster. We expect AI to be a regular part of how you work, not an occasional experiment.
• Utilize IT ticketing systems to manage and prioritize help-desk requests, keeping response times tight and communication clear.
• Help with the creation, management, and support of user accounts and access controls, ensuring employees have the resources and permissions they need to do their jobs.
• Support in-office AV and conference room technology, including event support for team gatherings and all-hands meetings.
• Collaborate with other IT team members on projects ranging from new technology rollouts to process improvements.
• Partner with our Onboarding team to procure equipment, set up accounts, and deliver a smooth experience for new hires.
• Develop and maintain clear documentation for IT systems, processes, and common issues.
• Work cross-functionally with teams like Workplace Services and People to support company-wide initiatives and keep the office running well.

Tools and skills named

Words the posting leans on

• support9×
• experience6×
• issues6×
• documentation4×
• problems4×
• someone4×
• systems4×
• tools4×
• actively3×
• effectively3×
• in-office3×
• initiatives3×
• keep3×
• manage3×
• office3×
• part3×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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