This is a contract role to support Oura's initiatives. This role will be employed by SCRG (not Oura), but will work closely with Oura teams and play a meaningful role in supporting Oura growth in the region.



Job Description

• Technical Support & Employee Experience:
• o Provide end-to-end technical support across macOS, Windows, networks, conference room technology, SaaS platforms, and identity systems.
• o Deliver professional, empathetic deskside and remote support.

• IT & Office Technology
• o Support office buildouts, expansions, and ongoing IT infrastructure improvements.
• o Manage conference room AV and unified communications to ensure seamless hybrid collaboration.

• Operations & Escalations:
• o Handle IT incidents and request escalations efficiently, ensuring timely resolution and high service quality.
• o Maintain internal and user-facing documentation to support consistency and scale.
• o Partner with global IT counterparts to align processes across regions.
• o Oversee physical asset management and hardware inventory accuracy to ensure equipment availability for new hires and replacements.

• Onboarding & Training:
• o Support new hire onboarding sessions, covering IT services, policies, and best practices.
• o Help maintain a positive first-day experience for new employees.

• Process Improvement:
• o Collaborate with the IT Support Manager on operational and technical improvement initiatives.
• o Identify recurring issues and deliver improvements to enhance reliability and reduce friction.

• Device & Platform Management:
• o Utilize MDM tools for troubleshooting and device lifecycle support.
• o Provide support for key platforms, including Google Workspace, Slack, Miro, and Okta.

• Mentorship & Knowledge Sharing:
• o Share technical expertise with teammates to strengthen the support function.
• o Document solutions, best practices, and SOPs to promote a scalable support model.

• Service Excellence:
• o Act as a champion for service quality, upholding responsiveness, empathy, and reliability in all support interactions.

• Key Technologies You'll Work With:
• o Device Management: Mosyle (macOS), Microsoft Intune (Windows)
• o Networking: Wi-Fi troubleshooting, ZTNA support.
• o Identity & SSO: Google Workspace, Okta, Okta Workflows, Lumos.
• o ITSM Platforms: ServiceNow, Jira Service Management or similar.
• o SaaS Applications: Google Workspace, Slack, Miro, Jira, Confluence, and other core business tools.
• o Operating Systems: macOS, Windows, Linux.

Required Qualifications

• 6+ years of IT Support or IT Administration experience in fast-paced, high-growth environments.
• Strong troubleshooting skills across macOS, Windows, and Linux.
• Proven track record delivering high-quality deskside support with exceptional customer service.
• Ability to mentor and guide fellow support team members.
• Solid understanding of networking fundamentals, device management, SaaS platforms, and identity systems.
• You remain cool under pressure and bring a collaborative, solution-oriented attitude to high-stress situations.
• You are driven by a genuine desire to help others and improve their daily work experience.
• Deep expertise in modern IT support across macOS and Windows, including troubleshooting, endpoint management, networking fundamentals, and SaaS support.
• Hands-on technical support experience with MDM/UEM platforms (e.g., Mosyle, Intune) and Identity/SSO environments (Google Workspace, Entra ID).
• Strong proficiency in ITSM processes, including incident, request, and asset management best practices.
• Ability to diagnose technical issues and drive them to resolution independently with high accuracy and urgency.
• Excellent communication and customer-empathy skills, with the ability to translate technical topics for non-technical users.
• A proactive, ownership-driven mindset with a commitment to continuous improvement, reliability, and teamwork.
• Frequently moves/transports equipment weighing up to 50 pounds (~23kg).