IT Support Technician

What is The Role

We’re always on the search for amazing people. The IT Team consists of people who have real passion for what they do and are masters at their craft. We reflect the larger company philosophy, to solve data problems, but focus internally on the systems we build and the internal partners we support. Agile in our processes, we strive to push the boundaries of our best-of-breed platforms to build a world-class systems operation. Our team thinks smart, strategic and scalable, and will push you to do the same. As the IT Support Technician, you will be part of a growing team to deliver customer service to our internal Elastic partners. Job responsibilities will include on-boarding, providing support to our users, and supporting the local office IT infrastructure.

This role will work from our Austin office 5 days per week.

What You Will Be Doing

• Deliver exceptional customer service in a distributed environment, serving as the first point of contact for issue resolution
• Manage, update, and dispatch tickets through our ticketing system in a timely manner
• Onboard new employees end-to-end, including account setup, equipment procurement, and hardware handoff
• Install, configure, and maintain laptops, network devices, printers, and other office equipment
• Track and manage hardware and software inventory
• Continuously review IT processes, technologies, and deployments, proactively identifying and recommending improvements — including opportunities to automate repetitive tasks using AI-powered tools
• Document IT systems and deliver training to users on standard methodologies and guidelines
• Provide build and support assistance for AV systems
• Coordinate with external vendors for equipment servicing and repairs
• Oversee patch management across corporate infrastructure

What You Bring

• Superb communication, documentation, and customer service skills
• 3+ years of IT support experience in a corporate environment, with proficiency in macOS and Windows operating systems
• Ability to work both independently and collaboratively
• Experience with cloud-hosted solutions such as G-Suite, Okta, ServiceNow, Slack, and Atlassian
• Experience with network solutions including Cisco, Meraki, and HP
• Solid understanding of networking fundamentals — routers, switches, firewalls, wireless access points, and ISPs
• Working knowledge of network protocols including TCP/IP, DNS, and IP addressing
• Familiarity with device management platforms such as JAMF, Intune, and Meraki
• Knowledge of IT compliance and change management concepts is a plus
• Willingness to travel occasionally to support remote offices (less than 5% of the time)
• Ability to lift up to 50 lbs when required

Bonus Points

• Fast learner and have a broad set of technical skills - Mac (majority of our laptops), Windows, Linux
• Passion for improving and automating processes
• Possess excellent customer support skills
• Ability and interest in working in a fast-paced, high-growth setting with a positive approach
• Worked with multicultural and geographically distributed teams

 

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