IT Technician

About ForgeRock: In today’s highly connected digital world, understanding, managing and securing the identity of individuals and things is essential to safety and success of both businesses and their customers.

Billions of people connect from anywhere, use a wide variety of devices and expect a seamless yet secure experience.

The ForgeRock mission is to provide the most simple and comprehensive Identity and Access Management Platform to help our customers deepen their relationships with their consumers and improve the productivity and connectivity of their employees and partners.

Our identity solution enables great digital experiences and is embedded with a rich set of security, privacy and consent features.

We deliver our platform through both cloud services and on-premises software.

Our customers are some of the biggest companies, organizations, and even countries in the world.

On any given day, it’s likely that the ForgeRock Identity Platform helped keep your data safe, gave you access to stuff, and supported trusted relationships between you, companies and the devices you were using.

ForgeRock is headquartered in San Francisco, but we are a global company with offices in the following cities: Vancouver, WA; Austin, TX; Bristol, UK; Grenoble FR; Oslo NO; and Singapore.

Please read more about us at forgerock.com or follow ForgeRock on Twitter at http://www.twitter.com/forgerock.

The Role: The IT Operations Department is responsible for designing, deploying, and supporting the technology infrastructure at ForgeRock.

This includes global networks, unified communications systems, physical & virtual servers, cloud-based systems, application support, and end user devices.

The technology supported by the Department is used by every part of the business and underpins our entire software development process.

We are searching for a motivated IT Technician to join our IT HelpDesk team.

As an IT Technician, you will be responsible for quickly and dynamically troubleshooting issues with a friendly and outgoing personality.

We’re searching for someone who’s passionate about customer experience, a great communicator, is highly motivated, and has a genuine interest and passion for the IT field.

This person will work as a member of a small, globally distributed team of talented technicians and engineers within ForgeRock.

We will work together to deliver excellence to the company, with a focus on outstanding customer experience and delivery.

Responsibilities: Based in the San Francisco Office, to Provide Excellent IT support to our ForgeRock Staff both in the Office and Remote, responding in a professional and efficient manner, helping resolve technical issues Meet or exceed customer expectations on response quality, timeliness and overall customer experience.

Take end-to-end ownership of the customer issue, including initial troubleshooting, identification of root cause, and issue resolution.

Document fixes to common issues as you help resolve them, and write Knowledge Base articles to help ForgeRock Staff in the future Take ownership of Project activities, such as planning, implementation and documentation.

Constantly learning as you continue to enhance and grow your ability to support a diverse, global customer base who have varying levels of technical skills.

Required: Good communication skills, and an analytical approach to problem solving.

Passion for helping others with technical issues Works professionally and independently, taking responsibility and initiative as appropriate Demonstrates standard business courtesies and professional ethics in how they work Demonstrates a productive and organised approach to their work Works effectively with colleagues and users.

Desirable: Experience supporting Mac / Windows laptops Fundamental knowledge of networking, to be able troubleshoot issues Experience supporting Unified Communications equipment and software Familiarity with Google products and services and/or knowledge of Office 365 Familiarity with Device & Asset Management software Previous experience working on an IT Help/ServiceDesk Fundamental knowledge of Directory services, LDAP, GCDS, and SSO Fundamental knowledge of scripting languages, such as Python or Powershell Understanding of automation concepts, including API usage Life at ForgeRock: We believe in and facilitate a flexible, collaborative work environment.

We’re growing quickly, but remain true to the innovative, can-do startup values that got us here.

Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Here are just a few of the things that make ForgeRock special: A company culture that empowers you to do your best work.

Employee Resource Groups that create a sense of belonging for everyone.

Regular company and team bonding events.

Competitive benefits and perks.

Recognition programs that reward employees with meaningful experiences.

Global volunteering and community initiatives ForgeRock is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together.

We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity.

In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.