Lead IT Support Specialist

4 weeks ago

Stockholm, Stockholm, Sweden Spotify Full time

Position Overview

We are seeking a highly skilled Senior IT Technician to enhance our support operations within a rapidly evolving distributed workforce. Our team is dedicated to managing the comprehensive IT experience for all Spotify employees worldwide, ensuring a seamless and productive environment for both in-office and remote personnel.

Key Responsibilities

  • Oversee the services and products under the Workplace IT framework.
  • Address escalated requests (third-level IT support) and provide both in-person and remote assistance for hardware and software issues to fellow employees.
  • Administer and maintain Google Workspace, JAMF, and centralized user management (LDAP).
  • Continuously refine and enhance our support channels.
  • Evaluate performance metrics and present findings along with suggestions for enhancements.
  • Collaborate closely with other teams to ensure alignment and development on a global scale within the IT support domain.
  • Develop and maintain governance of support documentation and guides.
  • Propose, initiate, and engage in various projects and initiatives.
  • Work alongside Spotify IT vendors and partners.
  • Assist with technology procurement and financial oversight in specific cases, ensuring follow-up.
  • Lead the IT support scope during office constructions and renovations.
  • Mentor junior members within the Workplace IT team.
  • Support team leads in the recruitment process for new Workplace IT personnel.
  • Create training materials and conduct training sessions for support staff.

Candidate Profile

  • Minimum of 5 years of experience in IT operations or support environments.
  • Proven expertise in supporting macOS and Windows systems.
  • Passionate about delivering personalized, customer-focused support to resolve technical challenges.
  • Extensive knowledge of client and software deployment processes.
  • Understanding of network architectures and protocols.
  • Hands-on experience with Terminal.
  • Fluent in English, both spoken and written.
  • Curious and quick to learn, with a strong interest in exploring new technologies.
  • Analytical problem-solver who proposes and implements improvements.
  • Collaborative team player who actively engages in finding solutions.
  • Self-driven with the ability to work independently and motivate others.
  • Reliable, with a sense of urgency and capability to manage multiple deadlines across various projects.
  • Exceptional communication and customer support skills, maintaining professionalism at all organizational levels.
  • Eager to learn and proactively pursue personal development.
  • Adaptable and flexible in response to rapid changes.

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