Customer Support Technician

4 weeks ago

Bellevue, United States DataBricksDataBricks Full time

Summary

We are hiring an experienced IT Support Specialist to help scale and optimize our business processes, work with users globally to improve productivity, and provide in-person service at our offices by resolving all technical issues. You will be a key member of the IT Support team and ensure the best possible user experience is being provided in every single interaction. You will provide exceptional customer service in your interactions with all Bricksters through tickets, email, and slack pings. You will be able to multitask and troubleshoot multiple user issues simultaneously and own ongoing small to medium-project work. The expectation for this position is that you will apply deep troubleshooting skills and analysis, setting the bar for providing capabilities facilitating exceptional customer interactions to all Bricksters through tickets, systems, AV, and other mediums of engagement.

Roles & Responsibilities

  • You will support our core platforms - user support, ticketing, procurement, and provisioning

  • You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack

  • Document all processes and update current documentation for the established process

  • Complete and document assigned project work and provide updates to ensure accuracy

  • Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation

  • Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders

  • Provide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce

  • Maintain the asset inventory system and ensure all hardware/software allocations are logged

  • ​

Minimum Qualifications

  • Experience working on a high-volume ticketing system (+4000 PM)

  • 2+ years of experience or related experience in administering and maintaining ITSM systems and related tools

  • Extensive experience providing high-caliber support to all levels of staff

  • Experience supporting customer IT needs within a global team supporting multiple regions and time zones

  • In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)

  • Provide other services to reduce tickets and ticket closure times

  • Work with partners to find efficiencies and implement improvements to our internal systems

  • Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune

  • Extensive experience troubleshooting AV/Conference room issues, and Office Network related issues

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