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Senior Digital Solutions Specialist

at Kin + Carta Europe

Location: Bulgaria Remote

Department: IT

About Kin + Carta

Want to help build a world that works better for everyone? Kin + Carta is a global digital transformation consultancy that makes a difference to the billions who now work, play, shop, communicate and share online.

Join 1,600 curious and diverse minds in connecting people, data and technology to produce amazing experiences for some of the world’s most influential companies. Become a maker, builder or creator as we explore the possibilities of sustainable digital technology, helping clients to rapidly innovate, modernise their systems, enable their teams, and optimise for continued growth. 

We focus on tech but we’re a proudly inclusive business with trust and human connection at its heart. People, the planet, and profit matter equally to us which is why we’re a certified B Corporation in the United States and Europe. With additional offices in South America, there is a place for you here wherever you’re based.

The role in a nutshell:

We are looking for an IT Support Specialist to join our growing team in South East Europe. The ideal candidate for this role will be someone with 5+ years service desk experience, with a desire for continuous learning and passion for innovation. You will play a key role in supporting 1,500+ Kin across the globe as part of our Connective Digital Services team.

Key Responsibilities:

  • Administering Microsoft Endpoint Manager to enable the effective governance and operational excellence of our Microsoft Windows 10 estate
  • Delivering remote helpdesk support to our global user base, helping to triage diagnose hardware and software issues and administer software, systems and tools (e.g. Google Workspace, Slack, Zoom, Jira)
  • Managing requests and tickets using our ITSM ticketing system, responding and resolving in line with our team’s SLAs
  • Assist with onboarding new hires to our software and systems when required
  • Deployment, management and asset tracking of laptops and other IT equipment associated to your region
  • Maintaining the functionality of meeting rooms tech and cables/adapters when back in office
  • Building our knowledge base, creating user documentation and developing our self-service capabilities
  • Sharing knowledge and collaborating with our newly-formed global Connective Digital Services team
  • Handling escalated tickets from junior team members
  • Helping with onboarding, training and mentoring new or less experienced team members
  • Leading team standups
  • Organise and run internal training sessions
  • Driving KPI improvements
  • Serving as a subject matter expert on CDS systems, policies, processes and procedures to consult customers and stakeholders

The type of person we'd love to meet:

  • Demonstrable experience in the administration of Microsoft Endpoint Manager
  • Demonstrable experience in the administration of Azure Active Directory
  • Demonstrable experience with client device imaging, including the use of Windows Autopilot
  • Demonstrable experience with OSE and 3rd party product maintenance (patching, vulnerability remediation, release and change management)
  • 5+ years supporting a Microsoft Windows end user compute environment, including the packaging and automated deployment of software via Microsoft Endpoint Manager
  • 5+ years of experience in a service desk environment
  • Strong customer service mindset
  • Knowledge/experience with SaaS administration and support 
  • Understanding of network infrastructure and protocols (Wireless, LAN, WAN, VPN) 
  • Demonstrated aptitude for continuous learning and innovative thinking 
  • Ability to work independently with little direction, and also in a team environment 
  • Strong written, oral and interpersonal skills with a demonstrated ability to communicate with internal staff
  • Ability and willingness to provide occasional support off-hours when necessary 
  • 2+ years experience administering Google Workspace

    Preferred qualifications: 

  • 2+ years experience scripting with Powershell 
  • Experience administering Slack & Zoom
  • Experience with enterprise security products (VPN, CASB, SSO, MDM, CSPM)
  • Experience with Microsoft 365
  • Experience with Jamf
  • Experience working to ITIL practices
  • Experience working to ISO 27001 standards

Apply for this role

Whoever you are, wherever you’re from and whoever you love, you’ll find an open door at Kin + Carta. It’s yours to walk through if you’re passionate about building a better world for everyone, and you’re keen to be part of a diverse and inclusive culture that plays to people’s strengths and thrives on togetherness.