IT System Engineer

Tracer, the leader in brand protection, enhances the customer experience of corporate brands by eliminating brand misuse and fraud across the modern, digital universe. Visit www.tracer.ai for more information.

Tracer is seeking an experienced IT Systems Engineer to join our growing team in our Madeira, Portugal office. This position is onsite in the office to support our IT (Information Technology) infrastructure, troubleshoot issues, and implement best practices. This position will report to the Director of Support (USA).

• Responsible for providing technical assistance to computer users by troubleshooting hardware and software issues, installing new applications, managing updates, and ensuring the smooth operation of desktop systems, often acting as the first point of contact for users experiencing technical difficulties; duties may include diagnosing problems, resolving network connectivity issues, setting up new workstations, and providing user training on software applications.
• Resolve support request tickets and document steps taken to resolve them
• Creating and maintaining user guides, technical documentation, and knowledge base articles. 
• Requisition, setup, and repair employee hardware and software.
• Manage lifecycle of company equipment; maintain and track asset inventory through hardware procurement and refresh; ensures systems are up to date with latest software and operating systems, security patches and software, etc.
• A deep understanding of Google Workspace products and their underlying architecture is essential, as is staying current with the latest cloud technologies and best practices.
• Troubleshoot and resolve end-user issues that come through our services portal, escalate issues to vendors and third-party entities.
• You will also assist in developing support documentation for the end-user audience, ensuring that all users have the resources they need to utilize Google Workspace effectively
• Oversee Google Workspace management, including Gmail, Calendar, Drive, Groups, Google Sites, and associated policy and account management
• Manage the SOC 2 recertification process, working closely with our Information Security Manager and external auditors to ensure a successful outcome.
• Lead an internal audit to proactively collect and generate necessary evidence to provide for the recertification process, or at auditor's request.
• Maintain the global cyber risk quantification program, and vendor risk management program; performing risk analysis studies to inform business strategy and maintain acceptable protection of an organization's assets as needed.
• Manage the global incident response program, from initiation to conclusion and documentation.
• Assesses the nature of the incident, determines what resources are needed, and coordinates all efforts to resolve the situation and restore service.
• Assists with implementing and enforcing security policies and practices, in accordance with SOC2 auditing requirements with the Information Security Manager.
• Stay up-to-date on the latest cloud technologies and best practices.
• Identify and solve complex technical challenges
• Investigate and resolve VPN and wireless network connectivity issues
• Maintain audio video set-up in conference rooms and assist with calls and meetings as needed.
• Ensure security, privacy and integrity of resources, data and physical office premises and maintain corresponding systems.
• Other duties as assigned 

Required Skills/Experience

• Strong understanding of computer hardware and software (Windows and MacOS hardware).
• Networking knowledge (basic network troubleshooting, connectivity issues).
• Excellent problem-solving and analytical skills.
• Effective communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Customer service orientation and ability to interact with users of varying technical expertise.
• Attention to detail and ability to document technical issues clearly 
• Experience with Google Workspace applications
• 1+ year administrating Google Workspace
• Proficiency in speaking and writing English and Portuguese.
• Experienced or Subject Matter Expert on gathering or generating evidence, and manage the process with the Security & Compliance auditors, including communicating across departments to respond to auditor requests. Additionally, provide quantitative risk assessment, threat and vulnerability assessment practices as needed. 
• Experienced with Risk Management Program.
• Exercise time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Experience supporting a variety of operating systems including MacOS, Windows, and Linux.
• Ability to prioritize and manage several milestones and projects efficiently.
• Experience utilizing device management systems (MDM). 
• Strong experience working with and supporting Audio-Visual hardware and software.
• Must possess a keen attention to detail.
• Excellent verbal and written communication skills, including the ability to explain technical terminology to non-technical end users.
• Bachelor's degree in Computer Science, Software Engineering, or a related field (or equivalent experience)

Desired Skills

• Professional Google Workspace Administrator Certification.
• Prior experiences with audio/visual equipment for conference rooms. 
• Understanding of Linux operating systems.
• Help Desk ticketing systems.
• Mobile Device Management systems.
• Atlassian products.
• Comfortable on a CLI.
• Industry-specific certification i.e. MTA, HDI, CompTIA, ITIL, and 3+ years of proven experience in a customer focus position involving technical knowledge of desktop and back office environments. 

This role is also eligible for a competitive benefits package that includes: health insurance, paid time off, paid holidays, parental leave, a Coverflex Card, professional development and our “Flex Friday” program. Flex Friday gives you the ability to focus on work with no internal meetings every Friday, plus the ability to take 1 Friday off every month.

At Tracer, we strive to build a flexible environment and diverse community working towards our common company goals in a safe and collaborative environment where harassment of any kind is strictly prohibited. Tracer is committed to equal opportunity employment regardless of race, ethnicity, religion, gender identity, sexual orientation, age, disability, or veteran status, or any other basis protected by applicable law.