IT Support Specialist

1 month ago

Gurgaon, Haryana, India MongoDB Full time
About MongoDB

MongoDB is a leading developer data platform that empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data. Our mission is to enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI.

We offer a globally distributed, multi-cloud database, MongoDB Atlas, which is available in over 115 regions across AWS, Google Cloud, and Microsoft Azure. Our platform allows customers to build anywhere—on the edge, on premises, or across cloud providers.

Job Summary

We are seeking a highly skilled IT Support Specialist to join our Office IT Team in Gurgaon, India. As a member of our triage/Help Desk support team, you will provide technical support for employees in all of our global offices and remote staff.

Key Responsibilities
  • Investigate and resolve technical issues for employees across various channels, including ticket, in-person, chat, email, video, and phone.
  • Develop and maintain detailed documentation of work completed, using the information gathered to develop self-service knowledge bases and improved user guides.
  • Lead weekly new hire IT orientations and assist with day 1 onboarding logistics.
  • Participate in on-call support rotations and provide support triage steps to end users.
  • Effectively and efficiently manage software license requests and approval processes.
Requirements
  • 3+ years of experience in an end-user support role.
  • A strong desire to grow technically and develop novel solutions to inefficient processes and problems.
  • Hands-on familiarity with macOS & Apple hardware administration and 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.
Success Measures
  • Maintain an accelerated personal growth path, with goals to be fully up to speed on services and technologies within 3 months, actively developing novel solutions within 6 months, and thinking largely in terms of efficiency and executing on ideas of process and automation improvements within 12 months.
  • Provide an unparalleled customer experience by offering top-notch technical support, creating easy-to-follow self-service resources, and workflow automations for our colleagues.
  • 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.
  • 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.
What We Offer

We offer a dynamic and supportive work environment, with opportunities for growth and development. Our team is passionate about delivering exceptional customer experiences and is committed to making a positive impact on our customers' lives.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and technically skilled individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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