IT Support Engineer/ JD - Roc360 Spain
13 hours ago
Málaga
ABOUT THE FIRM Roc360 is a financial services and asset management platform for residential property investors in the United States. Founded in 2014, Roc360 is headquartered in NYC. The firm has in excess of 450 employees globally across three continents with 35 employees located in a fast-growing office in Madrid (established in 2021 and located in Calle de Principe de Vergara, 112). The firm’s primary business is providing Business Purpose Loans including residential transitional bridge loans and rental loans to property investors, secured by property collateral in the US. The firm connects fragmented loan markets with institutional capital through a branchless network of third-party originators, brokers, and in-house sales teams to originate loans to property investors who buy, rehab, resell, and/or rent properties. The firm sells the loans it originates to third party institutional investors and investment vehicles managed by affiliates of Roc360 and provides loan servicing on an ongoing basis. JOB OVERVIEW We are seeking a motivated and hands-on IT Operations Engineer to join our IT team. This role will provide Tier 1 and Tier 2 support across end-user systems, cloud infrastructure, identity platforms, SaaS applications, and business-critical IT services. Although this role is based in Spain, the end-users supported by this position are not limited to the local office. This person will support employees both locally and globally across multiple countries and time zones. The ideal candidate must be comfortable supporting users remotely, including walking technical and non-technical users through troubleshooting steps over audio calls, video calls, screen-sharing sessions, chat, and ticketing tools. This is a strong opportunity for someone with a solid IT support and troubleshooting background who wants to grow into broader IT operations, cloud infrastructure support, identity administration, SaaS administration, and Linux systems support. Prior experience with AWS, Google Workspace / G Suite, Google Cloud Platform, Azure AD / Microsoft Entra ID, and Linux is helpful, but not required for all areas. The right candidate should be curious, adaptable, and eager to learn these systems on the job. RESPONSIBILITIES IT Support and User Operations · Respond to, triage, and resolve Tier 1 and Tier 2 IT support requests from local and globally distributed users. · Troubleshoot hardware, software, network connectivity, account access, endpoint, SaaS application, and cloud-related issues. · Guide users through troubleshooting steps over audio calls, video calls, screen sharing, chat, and ticketing systems. · Support employee onboarding, offboarding, password resets, MFA enrollment, device setup, and application access requests. · Install, configure, and maintain laptops, desktops, peripherals, collaboration tools, and business applications. · Support Windows and/or macOS endpoints, including software installation, configuration, patching, and general troubleshooting. · Assist with endpoint security, device compliance, asset tracking, and inventory management. · Support customer-facing or business-facing technical requests where IT operations support is required. · Escalate complex issues to senior IT, infrastructure, security, vendor, or engineering teams with clear troubleshooting notes and business impact. Cloud Infrastructure, Identity, and SaaS Administration · Provide Tier 1 and Tier 2 operational support for AWS-based infrastructure, including initial triage, monitoring review, access support, and infrastructure-level troubleshooting. · Assist with the administration and support of AWS services such as IAM, EC2, S3, · CloudWatch, VPC/security groups, Route 53, and related operational tools. · Administer Google Workspace / G Suite, including user lifecycle management, groups, shared drives, email settings, security controls, and access troubleshooting. · Administer Azure AD / Microsoft Entra ID, including users, groups, MFA, conditional access, SSO, enterprise applications, and access reviews. · Follow access control, change management, and documentation standards when making changes to cloud, identity, or SaaS environments. · Support secure access practices, including least privilege, MFA, role-based access control, and periodic access reviews. Documentation and Process Improvement · Maintain accurate documentation for IT processes, procedures, configurations, access · workflows, and troubleshooting steps. · Create and update user-facing knowledge base articles, internal runbooks, and technical documentation. · Document recurring issues, root causes, and recommended process improvements. · Assist with incident, change, and problem management activities as needed. · Identify opportunities to improve IT support efficiency, reduce ticket volume, and strengthen operational reliability. Qualifications · 2+ years of experience in IT support, IT operations, cloud operations, systems administration, or a similar technical support role. · Proven experience providing Tier 1 and Tier 2 support in a business IT environment. · Working knowledge of Windows and/or macOS endpoint support. · Experience supporting remote or globally distributed users through ticketing systems, chat, audio calls, video calls, and screen-sharing tools. · Ability to explain technical steps clearly to users with varying levels of technical experience. · Good documentation habits and ability to clearly record troubleshooting steps, process changes, and system updates. · Ability to prioritize requests, manage competing issues, and escalate appropriately. · Strong willingness to learn cloud infrastructure, identity administration, SaaS administration, and Linux systems support. · Professional English communication skills required; Spanish language skills are a plus. Preferred Skills · Exposure to AWS, Google Cloud Platform, Azure AD / Microsoft Entra ID, Google Workspace / G Suite, or Linux environments. · Experience with AWS services such as IAM, EC2, S3, CloudWatch, VPC/security groups, Route 53, or similar tools. · Experience with Google Admin Console, Google Workspace security settings, groups, shared drives, and user lifecycle management. · Experience with Microsoft Entra ID, conditional access, enterprise applications, SAML/OIDC SSO, and MFA policies. · Basic Linux command-line experience, including SSH, log review, service checks, permissions, and disk usage troubleshooting. · Familiarity with ITSM/ticketing systems, incident management, change management, and internal documentation tools. · Experience with scripting or automation using PowerShell, Bash, or Python. · Understanding of security best practices, including least privilege, endpoint protection, patching, MFA, phishing response, and access reviews. · Certifications such as CompTIA A+, Network+, Security+, AWS Certified Cloud · Practitioner, Microsoft, or Google Workspace certifications. What do we offer? • Career development in a leading US fintech, • Highly competitive salary + bonus