Job Description, Responsibilities & Requirements
About the Position
We are seeking a motivated and hands-on Jr.-Mid IT Operations Engineer to join our IT team. This role will provide Tier 1 and Tier 2 support across end-user systems, cloud infrastructure, identity platforms, SaaS applications, and business-critical IT services. This person will support employees globally across multiple countries and time zones. The ideal candidate must be comfortable supporting users remotely, including walking technical and non-technical users through troubleshooting steps over audio calls, video calls, screen-sharing sessions, chat, and ticketing tools.
Responsibilities
- Provide Tier 1 and Tier 2 support for end-user systems, cloud infrastructure, identity platforms, SaaS applications, and business-critical IT services.
- Support employees globally across multiple countries and time zones.
- Walk technical and non-technical users through troubleshooting steps over various communication tools.
- Support remote or globally distributed users through ticketing systems, chat, audio calls, video calls, and screen-sharing tools.
Requirements
- 1-3 years of experience in IT support, IT operations, cloud operations, systems administration, or a similar technical support role.
- Proven experience providing Tier 1 and Tier 2 support in a business IT environment.
- Working knowledge of Windows and/or macOS endpoint support.
- Experience working with Linux.
- Experience working with Google Workspace - IAM.
- Strong willingness to learn cloud infrastructure, identity administration, SaaS administration, and Linux systems support.
- Professional English communication skills required; Spanish language skills are a plus.
- Ability to explain technical steps clearly to users with varying levels of technical experience.
- Good documentation habits and ability to clearly record troubleshooting steps, process changes, and system updates.
We Offer
- Opportunity to grow into broader IT operations, cloud infrastructure support, identity administration, SaaS administration, and Linux systems support.
- Work with a rapidly growing leader in private lending.
- Support a company that has originated $5B+ in loans, nationwide.
About the Company
Roc360 was founded to give small and middle-market residential real estate investors the innovative products and extraordinary service they deserve. Roc Capital -- Roc360's private lending flagship -- is a rapidly growing leader in private lending, providing table funding and a powerful platform servicing the wholesale market for residential real estate loan originations. The Company's platform processes thousands of loans annually for new and returning customers, delivering a high-quality user experience via web and mobile applications.