IT Support Specialist 3

MongoDB•Palo Alto, CA

13h

About The Position

MongoDB is seeking the newest member of the L2 Support Team. You will join an existing team that provides technical support for all of our global offices and remote staff. This particular role covers support for the US West region and is based in Palo Alto, CA, splitting time between Palo Alto and our SF location. Our goal is to maximize the efficiency of our colleagues through the use of technology. This means we split our time between providing top-notch end-user support and developing smart solutions aimed at simplifying complicated day-to-day tasks. Our team manages elements of our internal office tech infrastructure, including email and calendar administration, employee onboarding, network administration, SaaS management, 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 believe strongly in personal growth and mentorship, so your ability to succeed is directly related to your desire to grow.

Requirements

4+ years of experience in an end-user support role
A strong desire to grow technically
Bias for action
Hands-on familiarity with macOS & Apple hardware administration (AST, DEP, GST)
Hands-on familiarity with Windows / PC environments
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 in our tech stack such as Zendesk, Google Workspace, Okta, Jira, Zoom, Slack, JAMF, Meraki, Oomnitza

Nice To Haves

AI/GAI tooling, automation, and project management experience is a plus!

Responsibilities

Expect to travel to San Francisco 1-2 times per week mirroring the IT support performed in Palo Alto
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 general staff and executives based in the US West 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