Lead IT Operations Specialist (Contract) (вакансія неактивна)

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
Snapchat is the camera used by over 180 million people every day to Snap with family, watch Stories from friends, see events from around the world, and explore expertly curated content from top publishers. In short, we are a passionate team working hard to build the best platform in the world for communication and storytelling.

We’re looking for a Lead IT Operations Specialist to report directly to the IT Operations Manager for EMEA and work in collaboration with the global IT Operations team. You’ll help expand our Global IT presence by providing IT support to our Odessa and Kyiv offices.

You’ll be a technical hands-on leader responsible for assisting local staff with technical problems, such as Mac troubleshooting, Conference Room A/V support, and office network connectivity. You’ll help build our Ukraine IT team and oversee day-to-day operations. You’ll also work collaboratively to define support best practices, drive adherence to process, and act as a strong lead for IT projects. Working on site, you will show a high level of professionalism in providing superb customer service and exercise sound judgment to provide timely resolution to difficult technical problems. Additionally, you will maintain excellent relationships with global customers, business partners, and IT team members. This is a full-time, contract role.

What you’ll do:

• Combine hands-on support with directly leading a team of technicians in Kyiv and Odessa
• Continuously communicate with the US and UK team and establish global standards locally
• Drive multiple information technology projects and drive project deliverables with big number of stakeholders in different time zones
• Document, track, and monitor problems to ensure resolution in a timely manner; act as final point of contact for technical or personnel escalations
• Provide remote support via ticket, chat, phone, or video conference
• Help document and automate common tasks
• Set up and troubleshoot AV systems for company meetings, events, etc.
• Support our tech services: VPN, Google Apps, OKTA, Atlassian, etc.
• Partner with our SysAdmin and Network teams in the US when onsite hands are necessary
• Suggest ways to improve processes and solve problems

What we’re looking for:

• Advanced English is required
• Proven Project Management experience
• 1+ years of management experience
• BA/BS degree or equivalent professional experience
• Natural problem solver who enjoys identifying ways to make things better
• Experience with a ticketing support platform (Jira, ZenDesk, Remedy, etc.)
• Strong customer service attitude, problem solving, and teamwork abilities
• Outstanding communication and interpersonal skills
• Exceptional Mac troubleshooting skills; extensive knowledge of Mac OS 10.11x, 10.12x and Apple hardware
• Knowledge of Windows 10 environment and computer hardware
• Network fundamentals (network configs, VPN, printing, etc.)
• Experience with administration of Google Suite (Gmail, GCal, GDocs, etc.)
• Understanding of iPhone/iOS and Android platforms
• Experience using remote support tools (Bomgar, Remote Desktop Connect, GoToAssist, etc.)
• Experience with documenting processes and procedures
• Natural problem solver who enjoys identifying ways to make things better