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IT Support Specialist 3
hace 4 meses
MongoDB is seeking the newest member of the Office IT Team. You will join an existing team that provides technical support for all of our EMEA offices and remote staff.
Our goal is to maximize the efficiency of our colleagues through the use of technology. This means we split our time between providing top-notch end user support, and developing smart solutions aimed at simplifying complicated day-to-day tasks.
Our team manages all elements of internal office tech infrastructure, including: email administration, employee onboarding, network administration, security access, asset management, and more. You will have the opportunity to design, implement, operate, and troubleshoot the systems, services, and tools we own, in both physical and cloud-based environments.
We believe strongly in personal growth and mentorship so your ability to succeed is directly related to your desire to grow.
We are looking to speak to candidates who will be based onsite in our Barcelona office.
Candidate Profile
Our ideal candidate will have:
Experience: Three years of experience providing technical support to end-users, including troubleshooting hardware and software issues, managing user accounts, and maintaining documentationLanguage Skills: Proficiency in English necessary for effective communication with colleagues and end-usersTechnical Growth: Demonstrated desire to grow technically and stay updated with emerging technologies and best practicesPlatform Familiarity: Hands-on experience with Mac OS, Windows Desktop Operating Systems including system configuration, troubleshooting, and administration tasksDiagnostic Skills: Strong diagnostic/troubleshooting abilities with real-world technical issues, with a track record of resolving complex problems efficientlyAutomation Focus: Strong inclination towards automation, with the ability to identify opportunities for process improvement and automate routine tasks using scripting languages like Python or automation toolsCommunication Skills: Clear and concise communication of complex technical topics to diverse audiences, both verbally and in writingCalm and Empathetic: Naturally calm and empathetic demeanor under pressure, with the ability to maintain professionalism and focus on problem-solving during challenging situationsMultitasking Ability: Ability to manage multiple tasks concurrently, prioritize effectively, and adapt to changing priorities in a fast-paced environmentTravel: Willingness to travel within EMEA, for onsite support, training sessions, or team meetingsExperience with Technologies: Experience with Slack, Zoom, Confluence, JIRA, Zendesk, Google Apps, JAMF, Airwatch, and Oomnitza, with proficiency in using these tools to support end-users and streamline processesPosition Expectations
Support Colleagues: Assist colleagues in maximizing their technological efficiency by investigating and troubleshooting issues, providing guidance, and sharing best practicesTechnical Leadership: Provide training sessions for colleagues on using various tools and technologies effectively, and develop self-service resources such as knowledge base articles and video tutorialsOn-Call Support: Participate in on-call support rotations, including off-hour maintenance and upgrades, to ensure uninterrupted service availabilitySystem Support: Provide proactive support for network, and audio/visual systems, including setup, configuration, and troubleshooting for company meetings and eventsDevice Management: Configure, deploy, and maintain user devices and accounts, emphasizing automation wherever possible to streamline the provisioning process and enhance user experienceDocumentation: Maintain detailed documentation of work completed, including troubleshooting steps, solutions implemented, and lessons learned, to contribute to the knowledge base and improve user guidesSuccess Measures
The IT Specialist will be successful in this role when they can execute the following strategic tasks/responsibilities
Within 3 Months:
Technical Competence: Demonstrate proficiency in handling day-to-day IT tasks independently, including troubleshooting user issues, configuring devices, and managing user accountsPersonal Growth: Show progress in acquiring knowledge of the services and technologies deployed within the organization, actively participating in training sessions and seeking opportunities for skill developmentCustomer Service: Provide responsive and effective technical support to end-users, ensuring timely resolution of issues and maintaining high levels of user satisfactionWithin 6 Months:
Problem Solving: Identify and propose solutions to inefficiencies within the support environment, implementing process improvements and automation to enhance productivityEfficiency Mindset: Begin thinking strategically about efficiency, actively contributing ideas and initiatives to optimize workflows and streamline support processesCommunication: Effectively communicate team challenges and support solutions internally, contributing to the development of self-service resources and knowledge base articlesWithin 12 Months:
Advanced Proficiency: Achieve advanced proficiency in technical skills, becoming a subject matter expert in specific areas such as networking configurations or automation scriptingInnovation: Implement novel solutions to complex technical challenges, leveraging advanced techniques and technologies to enhance service delivery and user experienceResearch and Development: Continuously research and analyze feedback from internal customers and system metrics, driving ongoing improvements in IT services and processes through automation and optimization initiatives