IT Support Specialist

GAQ227R186

Mission

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 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 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.

The impact you will have:

• You will support our core platforms - user support, ticketing, asset deployment, 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.

What we look for:

• Undergraduate degree or higher, or relevant experience


• Experience working on a high-volume ticketing system (+4000 PM)


• 5+ years of experience or related experience in administering and maintaining ITSM systems and associated tools


• Extensive experience providing high-caliber support to all levels of staff


• Experience supporting customer IT needs within a global team supporting multiple regions and time zones


• In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, 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 On-call 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 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.