IT Operations Specialist (12 month contract)

CohereCohere·Remote(London)
Operations

WFA Digital Insight

The demand for skilled IT operations specialists has grown significantly in recent years, with a focus on remote work and digital skills. As companies like Cohere continue to scale and expand their global presence, the need for experts who can troubleshoot and resolve technical issues has become increasingly important. With the rise of AI and machine learning, the IT operations role has evolved to require a unique blend of technical expertise and problem-solving skills. According to recent statistics, the demand for IT professionals with expertise in cloud computing and cybersecurity is expected to increase by 30% in the next two years. Cohere, a leader in AI research, is looking for an IT Operations Specialist to join their team and support their global employees. Candidates with experience in Mac support, Google Workspace, and Slack are in high demand, and those with certifications like Okta Certified Professional or Administrator are highly sought after.

Job Description

About the Role

The IT Operations Specialist will play a critical role in supporting Cohere's global employees with their technical needs. As the primary point of contact for IT support, this person will be responsible for troubleshooting and resolving hardware and software issues, as well as providing training and support for employees on various tools and systems. The ideal candidate will have experience working in a fast-paced environment and be able to navigate changing priorities with ease.

The IT Operations Specialist will be part of a dynamic team that is passionate about delivering exceptional support to employees. This person will work closely with the People Ops team to ensure seamless onboarding and offboarding of employees, as well as assist with cycle counts, purchasing, and maintaining inventory of IT equipment.

Cohere is a company that values diversity and inclusivity, and is committed to creating a work environment that is welcoming and supportive to all employees. The IT Operations Specialist will be expected to embody these values and provide excellent support to employees from all backgrounds.

What You Will Do

  • Provide first response for all IT support requests for Cohere employees globally during your shift
  • Identify, troubleshoot, and resolve hardware and software problems
  • Provide employee training on various tools and systems, including Google Workspace, Slack, and Notion
  • Work in tandem with the People Ops team to help onboard and offboard employees seamlessly
  • Order and track laptop shipments globally for new hires
  • Oversee in-office networking and AV requirements, and continually work to improve and optimize the current setup
  • Assist with cycle counts, purchasing, and maintaining inventory of IT equipment for local and remote employees globally
  • Document and update IT procedures and SOPs as required
  • Provide 1st level support to the office's wifi networks, including routers, switches, and WAPs
  • Provide A/V support for events, including podcasts and conference calls with microphones and speakers

What We Are Looking For

  • Strong Mac, Google Workspace, and Slack support experience
  • Okta knowledge, preferably Okta Certified Professional or Administrator
  • Experience with scripting languages, such as Python or PowerShell
  • Knowledge of cybersecurity best practices and data protection regulations, such as GDPR
  • Strong problem-solving skills and ability to navigate changing priorities
  • Excellent communication skills and ability to provide white glove service to c-suite level stakeholders
  • Experience with supporting Google Meet, Crestron, room schedulers, and a solid understanding of networking concepts
  • Ability to work in a fast-paced environment and prioritize multiple tasks simultaneously

Nice to Have

  • Experience with IT service management tools, such as JIRA or ServiceNow
  • Knowledge of cloud computing platforms, such as AWS or Azure
  • Certification in ITIL or similar framework

Benefits and Perks

  • Opportunity to work with a dynamic and passionate team
  • Competitive salary and benefits package
  • Weekly lunch stipend, in-office lunches, and snacks
  • Full health and dental benefits, including a separate budget for mental health
  • 100% parental leave top-up for up to 6 months
  • Opportunity to work on cutting-edge AI research and projects

How to Stand Out

  • Make sure to highlight your experience with Mac support, Google Workspace, and Slack in your resume and cover letter
  • Familiarize yourself with Okta and its certifications, as this is a key requirement for the role
  • Be prepared to provide examples of times when you had to troubleshoot and resolve technical issues in a fast-paced environment
  • Show your passion for delivering exceptional support to employees and embodying the values of diversity and inclusivity
  • Consider obtaining certifications like ITIL or similar frameworks to increase your chances of standing out in the application process
  • Be prepared to ask questions about the company culture and values during the interview process to demonstrate your interest in the role and the company

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