About you
You're a Desktop Support specialist and tech enthusiast with a passion for customer support.
Your keen eye for detail ensures that we provide excellent technical and customer support, and you excel at proactively solving complex problems.
As a forward-thinking team player, you contribute positively to a collaborative environment, consistently seeking ways to enhance functionality and improve user experiences.
With a strong customer-centric approach, you are dedicated to providing exceptional support and training to end-users.
About this role
We are looking for a Desktop Support specialist to assist the CorpIT Support team and partner with Workplace, IT Engineering and Onboarding teams.
This role will serve as a point of contact for the EMEA region employee lifecycle management (onboarding and offboarding), office initiatives, local and global events.
This person will be responsible for anchoring to our IT SLAs and providing excellent end user support for our team.
Our ideal candidate will be strong technically, a proactive personality, someone with a desire for learning and helping the team.
What you\'ll be doing:
Provide L1 and L2 technical support to Udemy internal customers for all end user computing technologies, escalating requests where needed.
Be the onsite point of contact for IT requests, primarily in our Dublin office and remote employees across EMEA
Cross collaboration with various teams including Workplace, IT Engineering, and Onboarding
Address all end user IT requests, work with L3 teams for various operational projects, identify gaps in CorpIT Support process, document, and resolve.
Research, assist and test enterprise solutions for our L3 teams when needed.
Employee and hardware lifecycle management including: onboarding, application provisioning, deprovisioning, and offboarding
Assist with tier 1 & 2 MDM system requests, asset management, and maintenance.
Learn through our Udemy platform how to perform patch management and endpoint automation to assist in L3 efforts and more.
Assist with IT support for various Workplace and Corporate Comms initiatives, office moves, A/V & maintenance where needed.
Exhibit a solutions-oriented mindset
What you\'ll have
Technical support background (2 years minimum) with knowledge of cloud-based application architectures and methods used to manage them including: Okta Admin, GSuite Admin, Slack and JAMF required.
Active Directory, Intune, and SnipeIT are a plus.
2+ years experience working with MacOS, Windows, iOS, and Android preferably in a SaaS environment.
Ability to configure, image, install, and troubleshoot hardware including laptops, video conferencing, audio visual and end user peripherals
Experience supporting staff in an office based setup, executive level staff at a regional level (EMEA) is a plus.
About your Skills
Experience scaling and supporting a growing organization.
Ability to work independently, navigate day to day operations with limited direction through building business partner relationships.
Ability to navigate various ITSM ticketing systems, knowledge of Jira Service Management preferred.
You have a data driven mindset and leverage historical data for decision making and process improvement.
Clear and concise communication, organization, and writing skills with vendors, employees and e-staff.
Able to assist executive level teams efficiently, prioritize tasks, and be the "face of IT" with stakeholders.
Must have the ability to resolve end user issues through research, persistence, team collaboration, personal research, and the desire to proactively learn on one's own.
Knowledge of administration panels for SaaS tools including but not limited to: Google, Okta, Atlassian suite, Zoom, Adobe, Box, DocuSign, Slack, and Microsoft
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