IT Support Specialist

GAQ226R158

Mission

Databricks is hiring an experienced IT Support Specialist to help scale and optimise our business processes working with users globally to improve productivity and provide inperson service at our London 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 mediumproject 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.

The impact you will have:

• 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 problemsolving abilities and specialized knowledge to educate our workforce.
• Maintain the asset inventory system and ensure all hardware/software allocations are logged.

What we look for:

• Experience working on a highvolume ticketing system 4000 PM)
• 5 years of experience or related experience in administering and maintaining ITSM systems and associated tools
• Extensive experience providing highcaliber support to all levels of staff
• Experience supporting customer IT needs within a global team supporting multiple regions and time zones
• Indepth 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
• Participate in 24/7 Oncall rotation
• 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
• Must have the necessary soft skills to work in a customerfacing environment:
• Effective Communication: The ability to convey technical information clearly and understandably for nontechnical 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.

Required Experience:

Unclear Seniority