Job Description:

Rakuten International oversees 7 businesses with over 4,000 employees globally. The brand is recognized for its leadership and innovation in e-commerce, digital content, advertising, entertainment and communications, bringing the joy of discovery and access to more than 1 billion members across the world. Our teams deliver on the company’s mission to delight merchants and customers through innovation, optimism, and teamwork.

We are seeking a Systems Administrator to support our end users locally and across the region remotely. This person should be highly motivated to work in a fun, fast-paced, and high-growth agile environment. The Systems Administrator will be assigned tasks and activities pertaining to the support of employee usage of desktop computing devices and relevant software technologies.

KEY RESPONSIBILITIES

• Provide tier 1-2 Support for end-user devices, applications, and services
• Responsible for new user set-up and user terminations
• Manage user accounts, credentials, permissions, access rights, storage allocations, and Active Directory administration
• Build, deploy, and maintain company-issued devices for Windows PC or Macbooks
• Monitors IT queues to effectively manage or direct support requests or escalations
• Able to assist with the resolution of any system failures and troubleshoot issues
• Maintain documentation, including operational procedures, knowledge articles, user reference guides, and project plans
• Actively collaborates with information technology staff, project managers, and end-users to gather, develop, and implement customer requirements
• Supports ITIL processes including change, incident, request, and problem management through active documentation of all service tickets and projects

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge and experience supporting Microsoft Windows and MacOS
• Has worked with or is familiar with the following software applications (Jamf, Crowdstrike, Code42)
• Minimum of 3 years experience with hardware for PC and Apple devices
• Minimum of 3 years experience with desktop management including operating system deployment, application packaging and deployment, patch management and application virtualization
• Minimum of 3 years experience Microsoft Active Directory Domains.
• Minimum of 2 years experience with of O365, and common productivity applications (Zoom, VPN, LastPass)
• General understanding of networking/wireless components and terminology
• Excellent problem solver; able to prioritize and coordinate between tasks
• Laptop imaging experience a plus
• Knowledge of mobile device configurations and troubleshooting
• Passionate about delivering excellent customer service
• Strong organizational and documentation skills
• Able to work effectively in a team environment as well as alone

MINIMUM REQUIREMENTS:

• Bachelor’s Degree preferably in Computer Science, Information Systems, Information Technology, or related field. Diploma in Information Systems is acceptable in lieu of degree.  Advanced degree is a plus.  
• 3 or more years of hands-on experience working in the capacity of an IT administrator on desktops and/or IT service functions preferred.

Five Principles for Success
Our worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.

Always improve, Always Advance - Only be satisfied with complete success - Kaizen
Passionately Professional - Take an uncompromising approach to your work and be determined to be the best
Hypothesize - Practice - Validate – Shikumika - Use the Rakuten Cycle to succeed in unknown territory
Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile
Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team

Rakuten provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. Rakuten considers applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.