Forbes Marketplace, a dynamic and fully remote company with approximately 600
employees globally, is seeking a Senior IT Associate. This role will support employees,
act as an escalation point to first line support, and will assist senior team members with
project work. This position necessitates a versatile individual who can learn and
administer an evolving and diverse technology suite, ensure compliance with security
standards, and embrace industry best practices. We are fully cloud based, with no
physical infrastructure and no non-SaaS systems.
As a dedicated and resourceful individual contributor within our lean IT team, you will
assist with our entire IT landscape, including end user support escalations, Microsoft
365 and SaaS administration, security compliance, and more.
Please note that this role will work during UK business hours. This allows overlap with
both the India and US based IT team members and global employee base.
Note: This role will work during UK business hours
Key Responsibilities:
● Tech Support & Escalation
○ Triage, categorize, assign, and resolve a broad range of incoming IT
Support requests via channels like Slack, email, and web form.
○ Act as an escalation point for IT Associates to meet internal OLAs. This
requires strong troubleshooting skills and resourcefulness.
○ Execute onboarding and offboarding tasks, including provisioning and
deprovisioning accounts, hardware, and system access.
○ Document solutions for IT team and employee reference.
○ Infrastructure support like DNS, bulk email platforms, cloud backups, and
email security (SPF, DMARC, DKIM).
○ Proactively identify recurring issues, identify solutions, and document
playbooks for L1s to improve FCR
● Microsoft 365 Administration and Migration
○ Assist with ongoing migration from Google Workspace to Microsoft 365.
○ Administration and maintenance of the Microsoft 365 environment,
including but not limited to Entra, Intune, Defender, SharePoint, and
Exchange.
● Third-Party SaaS Products:
○ Administer and configure a variety SaaS products.
○ Support efforts to deduplicate our SaaS suite, creating a single consistent
tool set across all business areas.
○ Support the standardization of account provisioning within third party
systems with SAML SSO and SCIM provisioning.
○ Assist with identification and reconciliation of shadow IT systems.
● Device Management:
○ Administer corporate macOS and Windows devices, software, and
configurations using Intune Mobile Device Management (MDM).
○ Administer personal BYOD mobile devices, software, and configurations
using Intune Mobile Application Management (MAM).
● Vendor Relationships:
○ Interact with and maintain relationships with assigned vendors.
○ Participate in software renewal processes.
● Automation:
○ Seek out opportunities to automate standard processes across the
technology suite including onboarding and offboarding tasks, which are in
many cases still quite manual.
○ Recommend technology, tool, or process changes to improve efficiency.
● Leadership
○ Serve as a utility player for junior team members by mentoring and
training as needed.
○ Serve as a utility player for senior team members by assisting with project
execution, system maintenance, and documentation.
○ Build trust and relationships with internal stakeholders through excellent
customer service.
Qualifications:
● Strong administrative experience with the Microsoft 365 suite including Entra,
Intune, Defender, SharePoint, and Exchange
● Strong experience in IT Operations and troubleshooting, ideally in a remote and
international environment of similar size
● Strong experience administering SaaS platforms
● Experience managing third party M365 backup platforms
● Experience working with ITSM platforms
● Proficiency in troubleshooting an evolving variety of technologies
● Critical thinking, decision-making, and prioritization skills
● Self-driven, resourceful, and able to work independently at pace
● Ability to build and maintain relationships with internal and external stakeholders
Qualifications:
● Strong administrative experience with the Microsoft 365 suite including Entra,
Intune, Defender, SharePoint, and Exchange
● Strong experience in IT Operations and troubleshooting, ideally in a remote and
international environment of similar size
● Strong experience administering SaaS platforms
● Experience managing third party M365 backup platforms
● Experience working with ITSM platforms
● Proficiency in troubleshooting an evolving variety of technologies
● Critical thinking, decision-making, and prioritization skills
● Self-driven, resourceful, and able to work independently at pace
● Ability to build and maintain relationships with internal and external stakeholders
