IT Support Specialist
3 weeks ago
**Senior IT Support Specialist**
at Lily AI Remote We are looking for a technical Service Desk Admin to join our growing team ***.*** As a Service Desk Admin on the Lily AI team, you will have the opportunity to support next-generation personalization products that enable brands and retailers to understand the cognitive attributes of customers online and the 'why' behind 'what they do' in the customer journey. Lily AI is the customer intent platform built to power the present and future of ecommerce. Lily AI injects robust product attribute data and unique customer intent into the entire ecommerce stack, supercharging retailers of all types by dramatically improving on-site search, personalized product discovery, recommendations and demand prediction, unlocking millions in new revenues.
Lily AI allows major retailing brands to:
* achieve 8-9 digit lifts in top- and bottom-line revenue impact
* configure 10x more attributes for each product - from fit to style, from embellishments to occasion and much more
* use the relationships between product attributes & how they intersect with each unique consumers behavior, motivations and emotional context to then inject customer intent into ecommerce in a way thats never been done before
* supercharge the entire ecommerce stack
The company is a women-founded startup headquartered in Mountain View, CA and is backed by Canaan Partners, NEA, Fernbrook Management, Unshackled Ventures among others. Our customers range from big box stores to specialty brands, and full-line department stores to resale marketplaces.
**Your day-to-day will include:**
* Provide front-line support for problems with computer hardware, software, cloud access, and network issues via phone, e-mail, Slack, or in person
* Provide IT onboarding for new employees, including laptop configuration, account creation, and access management
* Documents user problems, troubleshooting steps, resolutions, and escalation paths using Service Desk tools and resources.
* Provide superior customer service while managing relationships with end users, business leaders, partners, and vendors throughout Lily
* Accurately input, manage, and process support requests in the ticketing system
* Expand Service Desk capabilities and offerings
* Escalate unresolved issues, including all relevant details, to appropriate individuals
* Provide escalation to support personnel when components of the IT Infrastructure are inoperable
* Maintain a positive, helpful attitude with end users
* Communicate with different stakeholders supporting the technology, including other IT staff, 3rd party support and equipment vendors
* Proactively monitor key components of the IT infrastructure and apply updates as needed
* Occasional infrastructure administration, including resource tagging, server OS patching, backup scheduling, and network access testing
* Require support after hours on a rotational basis
**What we consider critical for this role:**
* 2-year degree in Computer Science or equivalent work experience
* 3-5 years experience working in a technical support role
* Experience with Atlassian suite (Jira,Confluence) or equivalent service desk platform
* Experience with AWS, Azure, or GCP IAM/User Management
* Strong working knowledge of G-Suite applications
* MacOS Experience
* Experience with VPN administration
* Experience engineering and administering an MDM platform
* Experience generating service desk, cost analysis, and security reports
* Solid understanding of IT service management principles
* Scripting/automation experience
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