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Senior IT Support Specialist
2 months ago
We are seeking a highly skilled Senior IT Technician to join our dynamic team at Spotify. As a key member of our IT Support team, you will play a critical role in scaling our support operations and ensuring a seamless and productive IT experience for our global workforce.
Key Responsibilities- IT Service Management: Be responsible for the services and products owned by the Workplace IT using our framework, ensuring alignment with our company mission.
- Escalated Support: Manage escalated requests (third-level IT Support) and provide in-person and remote support on hardware and software problems to fellow Spotify employees.
- Infrastructure Management: Handle maintenance and administration of Google Workspace, JAMF, and centralized user management (LDAP).
- Support Channel Development: Develop and continuously improve our support channels to ensure timely and effective issue resolution.
- Performance Measurement: Measure performance and present findings and suggestions for improvement to drive continuous growth and improvement.
- Collaboration and Alignment: Work closely with other teams to ensure alignment and drive changes on a global scale within the IT Support area.
- Documentation and Governance: Continuously develop the governance of support documentation and guides to ensure consistency and accuracy.
- Initiative and Project Management: Suggest, drive, and participate in initiatives and projects to drive business growth and improvement.
- Vendor and Partner Collaboration: Collaborate with Spotify IT vendors and partners to ensure effective support and service delivery.
- Procurement and Financial Management: Assist with tech procurement and financial controls in special cases, and follow up to ensure compliance.
- Office Build and Refresh: Drive the IT Support scope in office builds and refreshes to ensure a seamless and productive IT experience.
- Mentorship and Training: Mentor junior colleagues within Workplace IT and build support training materials to conduct training sessions.
- 5+ years of experience working in the IT Operations/Support environment.
- Proven experience in supporting macOS and Windows-based systems.
- Excellent customer-focused support skills to help people solve technical problems.
- In-depth knowledge of client and software deployment.
- Understanding of network topologies and protocols.
- Experience with Terminal.
- Fluent in English, both speaking and writing.
- Curious and a fast learner, with a willingness to dive into new technologies.
- Analytical troubleshooter with a track record of suggesting and implementing improvements.
- A great teammate who actively drives collaboration to find solutions to problems.
- Self-motivated with the ability to work independently and drive others to do the same.
- Dependable, with a sense of urgency and the ability to meet multiple deadlines in multiple projects.
- Superb communication and customer support skills, maintaining a professional demeanor at all levels of the business.
- Willing and eager to learn and drive personal development.
- Flexible and willing to adapt to fast and often occurring changes.
- Spotify is a global music streaming service with a dynamic and distributed workforce.
- We are committed to providing a seamless and productive IT experience for all employees.
