IT Support Specialist

hace 2 semanas


Heredia, Costa Rica Databricks A tiempo completo

GAQ325R20

Location: Heredia, Costa Rica

Databricks is hiring an experienced IT Support Specialist to help scale and optimize our business processes, working with users globally to improve productivity and provide in-person service at our Amsterdam office by resolving an array of technical issues. You will be a vital member of the IT Support team and ensure the best possible user experience is provided in every interaction. You will provide exceptional customer service in your interactions with all Bricksters through tickets, email, and Slack. You can multitask, troubleshoot multiple user issues simultaneously, and own ongoing small to medium-project work. The expectation for this position is that you will apply excellent troubleshooting skills and analysis, setting the bar for providing capabilities to facilitate exceptional customer interactions with all Bricksters through tickets, systems, AV, and other mediums of engagement. You will report to the Sr. Manager of IT Support. 

Outcomes

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 procedure.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 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.

Competencies

Experience working on a high-volume ticketing system (+4000 PM)2+ years of experience or related experience in administering and maintaining ITSM systems and associated toolsExtensive experience providing high-caliber support to all levels of staffExperience supporting customer IT needs within a global team supporting multiple regions and time zonesIn-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 timesWork with partners to find efficiencies and implement improvements to our internal systemsWorking knowledge with securing/management of endpoints using JAMF, Airwatch, and InTuneExtensive experience troubleshooting AV/Conference room issues and Office Network related issuesMust have the necessary soft skills to work in a customer-facing environment:  Effective Communication: The ability to convey technical information clearly and understandably for non-technical users.Active Listening: Listening carefully to users’ issues and concerns to understand their needs fully.Patience: Remaining calm and patient, especially when dealing with users who may be frustrated or stressed due to technical issues.Empathy: Understanding and acknowledging users’ concerns and frustrations and showing compassion toward their situation.

Benefits

Private Medical InsurancePrivate Life InsuranceEquity AwardsPaid Parental LeaveFitness ReimbursementAnnual Career Development FundHome Office/Work Headphone ReimbursementBusiness Travel Accident Insurance
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