High Salary) It Support Specialist 2

MongoDB s mission is to empower innovators to create transform and disrupt industries by unleashing the power of software and data We enable organizations of all sizes to easily build scale and run modern applications by helping them modernize legacy workloads embrace innovation and unleash AI Our industry-leading developer data platform MongoDB Atlas is the only globally distributed multi-cloud database and is available in more than 115 regions across AWS Google Cloud and Microsoft Azure Atlas allows customers to build anywhere-on the edge on premises or across cloud providers With offices worldwide and over 175 000 developers joining MongoDB every month it s no wonder that leading organizations like Samsung and Toyota trust MongoDB to build next-generation AI-powered applications MongoDB is seeking the newest member of the Office IT Team on contractual service You will join a new triage Help Desk support team that provides technical support for employees in all of our global offices and remote staff This support role is based in Gurgaon India Our goal is to maximize the efficiency of our colleagues through the use of technology This support team will split their time between providing top-notch help desk support facilitating self-service opportunities to end users contributing to new and existing knowledge base articles and triaging incoming tickets Our team manages elements of the tech infrastructure used at MongoDB 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 are looking to speak to candidates who are based in Gurugram for our hybrid working model Candidate ProfileOur ideal candidate will have 3 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 A naturally strong diagnostic troubleshooting process with significant experience troubleshooting real end-to-end technical issues 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 Experience with our tech stack is preferred macOS Windows 10 VoIP Zoom Slack Confluence JIRA Google Apps Okta JAMF Meraki Oomnitza Experience working independently and part of a team to provide an exceptional employee experience Position Expectations Help our colleagues maximize their abilities through the effective use of technology investigate their issues and escalate to the appropriate team when necessary Provide training for colleagues and develop self service resources where possible Lead weekly new hire IT orientations and assist with day 1 onboarding logistics Participate in on-call support rotations Provide support triage steps to end users across ticket in-person chat email video and phone channels Maintain detailed documentation of work completed using the information gathered to develop self service knowledge bases and improved user guides Effectively and efficiently manage the software license requests and approval process Ability to work a flexible schedule evenings nights and holidays based off of the business need Success MeasuresThe IT Support Specialist will be successful in this role when they can execute the following strategic tasks responsibilities 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 of process and automation improvements 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 To drive the personal growth and business impact of our employees we re committed to developing a supportive and enriching culture for everyone From employee affinity groups to fertility assistance and a generous parental leave policy we value our employees wellbeing and want to support them along every step of their professional and personal journeys and help us make an impact on the world MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process To request an accommodation due to a disability please inform your recruiter MongoDB is an equal opportunities employer