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Senior Systems Administrator

Replicant

Remote / Canada / United States of America
  • Job Type: Full-Time
  • Function: IT
  • Industry: Enterprise
  • Post Date: 06/23/2022
  • Website: replicant.ai
  • Company Address: 582 Market St, #905, San Francisco, CA, 94104

About Replicant

Replicant is a Conversational AI technology that works out of the box to solve customer problems over the phone. The platform lets you offer high-touch customer service without hiring, offshoring, or adding complex technical infrastructure to your call center.

Job Description

Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.
 
Replicant is building the world's first autonomous contact center that works out-of-the-box to solve customer problems over the phone using voice AI. You can think of Replicant Voice as a self-service, Thinking Machine™. Just like agents, Replicant is able to speak with customers in a natural tone, answer questions without delay, and deflect calls to resolve customer issues quickly. Now, enterprise customers can eliminate hold times, manage unpredictable call volumes, and give agents time back to resolve high empathy cases with a new, human + AI operating model.
 
If you're excited by AI and human-to-machine communications and want to make an impact with great technologists and strong go-to-market leaders, then look no further. We've grown our team by 3x, increased revenue by 4x, and were named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.
 
Replicant’s IT team is expanding! We’re looking for a Sysadmin in the Pacific time zone (or would like to work in PST) who is good with people, Macs, and Google Workspace. Replicant is a 90% Mac shop with a few Windows devices. The ideal candidate for this role will be well-organized, motivated to improve existing processes and systems, and able to communicate effectively while supporting a fully remote workforce. You’ll partner with the Manager of IT in full ownership of Replicant’s corporate IT infrastructure including MDM, Identity and Access Management, and technical support. We’ll be a small IT team but we’re fortunate to work closely with the HR and Information Security teams on a daily basis, while regularly interfacing with every other group in the organization.

What You'll Do

      • Provide remote end user support by resolving technology problems and communicating best practices.
      • Monitor and track IT support requests and respond efficiently to tickets
      • Document and update IT procedures as required
      • Provision and troubleshoot access to corporate systems (Workstations, SaaS, PaaS)
      • Diagnose and troubleshoot technical issues with third party support
      • Deprovision system and endpoint access in support of termination workflow
      • Deploy and maintain patch and configuration management technologies in accordance with company policies
      • Manage Identity and Access Management (IAM) technologies
      • Manage MDM technologies to support MacOS and Windows OS workstations
      • Manage inventory as it relates to all company devices.
      • Maintain hardware policies and standardized profiles for devices based on Center for Internet Security (CIS) best practices.
 

What You'll Bring

      • Must-haves:
      • A positive attitude, a sense of curiosity, and a commitment to service excellence
      • Outstanding communication abilities
      • At least 6 years of experience managing IT infrastructure, remote access, endpoint security configurations, and end-user support
      • Significant experience supporting macOS devices 
      • Comfortable working in a fully remote environment
      • Experience managing Google Workspace
      • Apple MDM experience 
      • Sound understanding of information systems (hardware/software), IAM, and patch management
      • Excellent organizational skills - ability to juggle competing priorities
 
    • Nice-to-haves:
    • Experience with SAML SSO, OpenVPN
    • Familiarity with Microsoft Intune configuration and management
Perks
 
For all employees, we offer:
๐Ÿ   Remote working environment that respects time zone differences
๐Ÿ’ธ  Highly competitive salaries, equity, and for US Employees, a 401(k) plan
๐Ÿฅ  Top of the line healthcare (medical, vision, and dental)
๐ŸŒด  Unlimited paid time off, with a minimum of 15 days off per year
โœˆ๏ธ  Amazing team trips & offsites where you can find our CEO baking bread for the team
 
Our Values
 
Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.
 
Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.
 
Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.
 
Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.

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