INACTIVE
Full-Time
IT Support Specialist 2
Modern, general-purpose database platform
Data & Analytics
Junior
New York, NY, USA
Required Skills
Python
Communications
Management
Zendesk
JIRA
Customer Service
Confluence
Linux/Unix
Responsibilities
- Bachelor's degree or its equivalent
- 2+ years of experience in an end-user support role
- A strong desire to grow technically
- Hands-on familiarity with macOS & Apple hardware administration
- Hands-on familiarity with Windows / PC environments as well as bootcamp for macOS
- A naturally strong diagnostic/troubleshooting process, with significant experience troubleshooting real, end-to-end technical issues
- The desire to “automate everything,” combined with the ability to rapidly learn the technical skills necessary to do so
- The ability to clearly communicate complex technical topics to a wide range of employees in both verbal and written form
- A naturally calm and empathetic demeanor under pressure, combined with the ability to concurrently solve multiple issues in real-time
- Ability to travel to the US regional offices as needed
- Experience with technologies we use preferred:
- ZenDesk, Linux, VoIP, Confluence, JIRA, Google Apps, JAMF, Meraki, Oomnitza
- Linux administration, automation, AV administration, and project management experience are a plus
- Help our colleagues maximize their abilities through the effective use of technology: investigate their issues and perform hands-on troubleshooting if necessary
- Provide exceptional support to executives based in the US East region
- Be a strong technical voice within the organization by providing training for colleagues and developing self service resources where possible
- Participate in on-call support rotations; be available for off-hour maintenance and upgrades
- Provide support for network, telephone and audio/visual systems, both day-to-day as well as support for company meetings and events
- Configure, deploy, and maintain user devices and accounts, automating the process wherever possible
- Maintain detailed documentation of work completed, using the information gathered to develop self service knowledge bases and improved user guides
- Maintain an accelerated personal growth path:
- In 3 months you'll be fully up to speed on the services and technologies we deploy and maintain, having the ability to independently handle day to day IT tasks
- Within 6 months you'll be actively developing novel solutions to inefficient processes and problems
- By 12 months you'll be thinking largely in terms of efficiency and have the skills necessary to execute on your ideas. This could mean anything from becoming a Networking Wizard to a Python Ninja; your growth path is largely defined by your interests and desires
- Customer Service: Provide an unparalleled customer experience by offering top-notch technical support, creating easy to follow self service resources, and workflow automations for our colleagues
- Communication: Successfully communicate team challenges and support solutions internally and externally, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences
- Research: Collect and analyze feedback from both our internal customers as well as our systems to better understand our clients needs and inform automation/optimization efforts
MongoDB empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data
Company Stage
Series F
Total Funding
$311M
Headquarters
New York, New York
Founded
2007
Growth & Insights
Headcount
6 month growth
↑ 21%1 year growth
↑ 34%2 year growth
↑ 63%Benefits
Family Support Programs
Flexible PTO
Fertility and Adoption Assistance
Employee Affinity Groups
Transgender Benefits and Support
Mental Health
Wellness Events and Programs
Global Mobility
INACTIVE