IT Operations Support

Are you ready to unlock intelligence? If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others. About The Role: Act as a critical driver for enterprise efficiency and resolve user incidents with urgency while supporting our core cloud environment. Manage the employee IT lifecycle, including zero-touch device enrollment, configuration profiling using Iru, and access administration in Okta and Google Workspace. Play a key role in software governance for core collaboration tools (Slack, Zoom), monitor endpoints via CrowdStrike, and ensure the availability of multi-cloud and network infrastructure (AWS, Azure, GCP, DNS). Support a fast-paced environment at the intersection of customer service, security operations, and systems administration. What You’ll Do: Resolve incoming employee technical requests quickly, keep ticket queues clean, and maintain strict SLAs. Categorize, prioritize, and escalate incidents or service requests using standard ITSM frameworks. Troubleshoot hardware, software, and connectivity issues across Mac, Windows, and mobile devices. Identify recurring technical issues and root causes for basic problem management. Oversee zero-touch hardware deployment, enrollment, and asset lifecycle tracking using UEM platforms like Iru. Configure device compliance policies, enforce configuration baselines, and manage patches for all endpoints. Perform remote lock, wipe, and containment procedures for lost or compromised assets. Administer and provide user support for Slack, Zoom, and other SaaS applications (channels, licensing, integrations, permissions). Maintain conference room systems and provide AV support for key events. Handle onboarding, offboarding, and configuration changes across SaaS applications. Monitor endpoint health, manage security agents, and respond to alerts (CrowdStrike). Manage user lifecycles, access control, and security policies in Okta. Configure SSO, MFA integrations, and conduct access audits. Administer Google Workspace (accounts, security settings, email routing, device policies). Support cloud environments (AWS, GCP, Azure) and manage access, IAM roles, and security groups. Manage internal DNS records, domain configurations, and certificate renewals. Monitor and troubleshoot network connectivity and escalate major incidents. Write clear technical documentation and create employee self-service guides. What You’ll Bring: 3+ years of experience in IT support, IT operations, or systems administration. Hands-on administration experience with Okta, Google Workspace, Slack, and Zoom. Proven experience managing Mac and Windows endpoints using MDM/UEM tools such as Iru, Jamf, or Intune. Basic familiarity with endpoint security tools like CrowdStrike or similar EDR platforms. Strong familiarity with ITSM tools (e.g., Jira Service Management, ServiceNow, Freshservice) and maintaining SLAs. Ability to work quickly and prioritize effectively in high-urgency situations. Working knowledge of cloud platforms (AWS, GCP, Azure) and DNS management. #LI-EA1 About Kong: Kong Inc., a leading developer of API and AI connectivity technologies, is building the infrastructure that powers the agentic era. Trusted by the Fortune 500 and startups alike, Kong's unified API and AI platform, Kong Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models. For more information, visit www.konghq.com .