IT Support Specialist (вакансія неактивна)

Sisense’s mission is to provide the fastest data visualization product on the market. As a Technical Support Specialist, you will be responsible for empowering the Sisense team with resources, access, and assets. You will be an integral player within the organization who will offer support, help, and guidance for many situations in a rapidly growing organization.

WHY YOU SHOULD JOIN OUR TEAM:

This is an opportunity for someone who has supported or built processes managing end-users services but would like a chance to start with an environment collaborating within GSuite, Slack with various Mac and Windows endpoints. If you are excited about focusing on a cloud-native shop which operates at a rapid pace and are willing to grow and learn with modern technology — this is the place for you.

Please pay attention to the working schedule:

1 week: usual working hours / 1 week: 2p.m. — 11p.m.

HOW YOU’LL RAMP:

By Day 30...

• You’ll be onboarded into the Sisense team and understand the overall operating environment.
• You’ll begin to manage the onboarding and offboarding process for end-users.
• You’ll actively work with every type of user in our organization to troubleshoot daily issues through walk-ups, email, and chat.
• You’ll be a leader in resolving end-user incidents and service requests through the IT Ticketing System.
• You’ll learn the Windows Deployment Process and also JAMF asset management for Mac deployment.
• You’ll review Active Directory Management Practices + Documentation.
• You’ll take a lead role in imaging new Mac and Windows laptops for onboarding employees.
• You’ll help coordinate and set-up various events across the organization.
• You’ll be able to support video meetings in the various conference rooms and TownHall space.

By Day 60...

• You’ve started to get a handle on the current state of our process and will begin to enhance and roll out new solutions to improve the organization.
• You’ll coordinate equipment repairs and purchases with external vendors.
• You’ll support processes to effectively manage our IT inventory.

By Day 90...

• You’ll support the company’s C-level executives and VP’s
• Provide exceptional IT Services to Sisense employees

WHAT YOU’VE ACCOMPLISHED... SO FAR:

• You have a track record of successfully implementing new technology.
• You are a documentation wizard. Always recording processes and steps to be added to the internal knowledge base.
• You have vast experience with ticketing systems and understand the importance of ticket creation and timely resolution.
• You are comfortable as a Windows Administrator — Familiar with Windows Server and Client, Active Directory, Group Policy, domain vs workgroup environments and network administration/troubleshooting.
• You have experience with Mac hardware and software, JAMF Pro, OSX and mobile platforms iOS and Android
• You have some experience and understanding of virtualization and common VM software like VMware
• You have wisdom around the art of IT and understand that tech can fail but maintain a calm mentality to analyze and resolve the situation.
• You are familiar with designing, deploying and managing end-user endpoints.
• You have hands-on experience in configuring endpoint management solutions (or are willing to learn).
• You have experience and understanding of supporting meeting rooms and video solutions (Crestron, Zoom, Zoom Rooms)
• You have a solid understanding of 2 Factor Authentication and can integrate it easily (OneLogin, Google Authentication).
• You’re not afraid to work through challenging situations that require searching for answers independently.

REQUIREMENTS:

• 3+ years experience working in a helpdesk related role.
• 1+ years of experience managing, configuring and troubleshooting Windows desktop and Mac OS.
• 1+ years of experience troubleshooting network environments.
• English level — Intermediate
• Fundamental understanding of networking (TCP/IP, DNS, DHCP, etc)
• Desire to work hard and help others. Communication skills are critical!
• Familiarity with Active Directory and user management.

BONUS POINTS:

• Technology certifications (MCSA, A+, etc.)
• Experience with GSuite Administration is a plus!

ABOUT SISENSE:

• We’re a passionate, venture-funded team with more than 2000 customers, including Nasdaq, GE Healthcare, Honda, Verizon, and Philips
• We believe strongly in a data-driven approach to all that we do. We’re constantly measuring and optimizing everything about the business.
• We have close relationships with our customers.
• We’ve been recognized by Comparably, Glassdoor, and Gartner for our amazing company culture.
• We have super high customer retention — better than best in class SaaS companies.