Global Service Desk Tier 1 in-office Support Engineer
The GSD works closely with each team within the IT Operations organization on various projects and is the main source of support for the company. We have a growing team with a global presence.
What You’ll Be Doing
• Providing in-office support for the New York Hub spot office
• Provide amazing day to day support across our hardware and software platforms, for incredibly seasoned to novice level users and everything in between
• Support our SaaS tools, compliance practices, on and off-boarding processes, and collaboration hardware in our conference rooms and event spaces
• Learn, document, train, and support new applications and IT procedures, always keeping a keen eye on opportunities to refine and increase efficiency
• Create detailed and impactful documentation for your peers and our user base
• Participate in IT Operations scrum teams to deliver projects and to continually enhance and scale our service capabilities globally
• Act as point of contact on technical matters for local product and operations teams, as well as all other stakeholders
• Partner with IT Procurement to help coordinate with local vendors, and to insure efficient logistics and supply chain processes
• 1st line troubleshoot any network connectivity concerns and triage to network team as needed
• 1st line troubleshoot any AV/ conf room concerns and triage to AV team as needed
• Troubleshoot any desk connectivity issues (monitors, keyboards, mouse, physical LAN connections). Replace cables or connectors as needed
What We Look For In You
• Technical support expertise on OSX, iOS, Chrome OS, and Android operating systems, Windows / AWS Workspaces administration.
• Agent level knowledge of Jira Service Desk, or similar ticketing system.
• Mid-level networking knowledge and troubleshooting ability.
• Strong administration experience with Google for Business, Atlassian, Okta, Jamf, Slack.
• Demonstrable troubleshooting methodologies and root cause analysis.
• Able to move and set up hardware and peripherals around the office.
• Excellent communication and time management skills.
• Experience managing service vendors.
Nice To Haves
• Experience project managing medium scale rollouts.
• Scripting and automation experience.
• Experience working in an agile focused project delivery environment.
Required Skills: Networking, Okta, Service Desk, Technical Support, Jira
**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
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