Role Description We are looking for a reliable and proactive IT Support Specialist to provide 1st level technical support to both onsite and remote employees. The ideal candidate will have hands-on experience in troubleshooting hardware and software issues and be comfortable working independently in a remote setup. - Provide first-level technical support for hardware, software, and system-related issues - Act as the primary point of contact for IT support requests via ticketing tools, email, or chat - Troubleshoot issues related to laptops, desktops, printers, VPN, and peripherals - Install, configure, and maintain operating systems and business applications - Manage user accounts, permissions, and access (onboarding & off-boarding) - Diagnose and resolve issues related to Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) - Escalate complex issues to 2nd/3rd level support when required - Maintain accurate documentation of issues, resolutions, and IT processes - Support IT asset management and inventory tracking Qualifications - Minimum 2 years of experience in IT support / Helpdesk role - Bachelor's degree in computer science, IT, or related field (preferred) - Strong knowledge of Windows/macOS environments and hardware troubleshooting - Experience with Microsoft 365 administration and support - Familiarity with VPN, remote desktop tools, and basic networking concepts - Experience using ticketing systems (e.g., Jira, ServiceNow, Zendesk) - Strong communication skills in English (written and verbal) - Ability to work independently and manage multiple support requests - Comfortable working in remote and international team environments Requirements - Preferred: Basic experience with Active Directory - Understanding of IT security best practices Benefits - Opportunity to work with a global team - Professional growth and exposure to modern IT systems - Fully remote work environment

• Business Systems Engineering: Hands-on experience administering and integrating business-critical SaaS systems. • Engineer Internal Automation Systems: Writing code and building automation tooling. • Build and Maintain SaaS Integrations: Design and implement reliable, API-driven integrations. • Develop Internal Tools: Build internal tools that improve operational efficiency across teams. • Introduce AI into Internal Workflows: Identify opportunities to use modern AI technologies to automate operations. • Design the Internal "IT Golden Path": Create automated and developer-friendly workflows. • IT Service Management & Operations: Serve as the ultimate level of IT Support. • Security & Compliance Engineering: Ensure operational adherence to established ISO frameworks.

Who We Are AI is changing how software gets built. Code production is becoming a commodity. The focus is shifting from writing code to orchestrating, verifying, and governing change – and the toolchain is the new constraint. Gradle is at the center of this shift. We build Develocity, a toolchain observability and intelligence platform used by some of the world's leading software organizations – Netflix, Airbnb, Spotify, SAP, major global banks, and hundreds more. Develocity helps software teams achieve delivery excellence through deep observability, build and test acceleration, and AI-powered intelligence across the entire toolchain – with current support for Gradle Build Tool, Apache Maven™, sbt, npm, and Python. We are an AI-native company. AI is not a feature we're bolting on – it's central to how we work, how we think about our product, and where we're heading. We're investing deeply in making Develocity's unique data and decades of domain expertise accessible to both humans and AI agents, with trust, evidence, and explainability at the core of everything we build. We have partnered with the Apache Software Foundation, the Commonhaus Foundation, the Micronaut Foundation, and other OSS projects such as Spring, Quarkus, Kotlin, JUnit, AndroidX, and many more to bring the values of Develocity also to the OSS Community. Our Values Seek to Understand: Everything starts with listening and understanding; we strive to understand diverse viewpoints, problems, and motivations. Before we take action, we ensure we truly grasp the challenges, perspectives, and goals. Know the Why: We approach our work with a clear sense of purpose, ensuring every step is deliberate and focused. We take meaningful action with urgency, but never at the expense of thoughtful consideration. Innovate & Iterate: We embrace challenges and are not afraid to try new things, even if they might fail. With a deep understanding and a clear purpose, we can develop creative, bold solutions to tackle challenges. Own the Outcome: We are empowered to take initiative, and we maintain transparency in our work and its outcomes. When we execute, we take responsibility for our decisions, measure the success of our innovations, and learn from the results. Who You Are The IT team at Gradle is expanding and looking for a Senior IT Systems Engineer to help scale and automate our internal systems and processes. As an IT expert at Gradle, you would be responsible for administering applications and systems that support the company's core business processes and operations while implementing new projects and processes as required. Responsibilities Gradle’s IT systems are SaaS-first and heavily automated. The role is expected to spend around 20-30% of their time working on reactive tickets, and the remainder of their time working on proactive, value-add projects such as; automation, security hardening, rolling out new products and processes to make the team more efficient and improve overall company efficiency. The successful candidate will be a self-starter who can detect, suggest, plan and implement major IT changes. - Administer and maintain critical systems such as: - Google Workspace - 1Password - Slack - Bettercloud - Zendesk (Internal ticketing system) - Zoom - MacOS and Windows fleet management (Jamf, Windows Endpoint Manager) - Management and orchestration of internally used SaaS applications - Anti-Malware software (JAMF Protect, Windows Defender) - Cloudflare Zero Trust - Agentic Coding technology (Claude Code, etc) - Ensure best practises are implemented and adhered to throughout the companies use of IT systems - Work in conjunction with People Ops team to seamlessly onboard and off-board employees - Provide helpdesk support for the company when any IT issues arise, such as; - Hardware & software support - Account recovery - Collaborate with Security and other departments to achieve business objectives, including; - Security certifications and best practises - Implement AI generated workflows (Claude) and implementation of automation via AI. - Document and update IT procedures within our knowledge base system (Zendesk Guide) - Assist the IT Team with Vendor management. Minimum Qualifications - 7+ years experience in IT, with at least 2 in a similar role - Deep experience administering Google Workspace. - Strong experience with JAMF managing MacOS / iOS through MDM tooling. - Ability to own projects end-to-end: scoping, implementation, documentation, and handoff. - Demonstrated ability to identify and automate IT workflows using AI tooling (Claude or similar LLMs). Able to prompt effectively, validate outputs, and integrate AI into operational processes via API or CLI. - A focus on customer satisfaction, automation and collaboration Preferred Qualifications - It would be ideal if you have experience with a similar tech stack, at a similar growth stage, remote, technology company - JAMF Certifications - Any Bash / Python knowledge is a bonus. - Experience using systems such as BetterCloud, Zapier and Zendesk. What we offer - Work on a widely used product with a clear vision for the future - Close collaboration with experienced and dedicated peer engineers - Opportunities for growth in technical and leadership responsibilities - In-person meetings, such as our annual company offsite, and team meetings - Work from home in a remote-first environment - Competitive salaries and equity grants Compensation The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary. The estimated base salary for this role is $110,000 - $140,000. Location - While our team works remotely and is spread across the globe, we deeply value daily interactions and collaboration. - Your working hours should primarily cover up to UTC 13:00 - 22:00, with the ability to work with Europe as needed.

• Act as an escalation point for Level 1 technicians, resolving complex desktop, server, and network issues within SLA expectations • Troubleshoot and support Microsoft environments, including Active Directory, Office 365, Azure/Entra ID, and Exchange Online • Diagnose email and connectivity issues (SMTP, POP, IMAP, network-related problems) • Support virtualization platforms such as VMware and Hyper-V • Handle networking and security troubleshooting (TCP/IP, firewalls, access issues) • Contribute to project work, including system migrations, cloud transitions, and infrastructure improvements • Assist with backup and disaster recovery planning and execution for client systems • Continuously identify opportunities to improve systems, processes, and client environments