Lead IT Support Specialist

4 weeks ago

Stockholm, Stockholm, Sweden Spotify Full time

Position Overview

We are seeking a Senior IT Technician to enhance our support operations within a dynamic and distributed workforce. Our team is responsible for managing the comprehensive IT experience for all employees globally, ensuring a seamless and productive environment for both in-office and remote staff.

Key Responsibilities

  • Oversee the services and products managed by Workplace IT utilizing our established 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 enhance our support channels and processes.
  • Evaluate performance metrics and present findings along with recommendations for improvements.
  • 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, lead, and engage in initiatives and projects.
  • Work with IT vendors and partners to optimize service delivery.
  • Assist with technology procurement and financial oversight in specific cases.
  • Contribute to the IT support scope during office builds and refreshes.
  • Mentor junior colleagues within the Workplace IT team.
  • Support the recruitment process for new Workplace IT team members.
  • Create training materials and conduct training sessions for support staff.

Candidate Profile

  • Minimum of 5 years of experience in IT operations or support.
  • Proven expertise in supporting macOS and Windows systems.
  • Passionate about providing personalized, customer-focused support to resolve technical challenges.
  • Strong knowledge of client and software deployment processes.
  • Understanding of network topologies and protocols.
  • Extensive experience using Terminal.
  • Fluent in English, both spoken and written.
  • Curious and quick to learn, with a passion for exploring new technologies.
  • Analytical problem-solver who proposes and implements enhancements.
  • A collaborative team player who actively seeks solutions to challenges.
  • Self-motivated with the ability to work independently and inspire others.
  • Dependable, with a sense of urgency and the ability to manage multiple deadlines across various projects.
  • Exceptional communication and customer support skills, maintaining professionalism at all business levels.
  • Eager to learn and take charge of personal development.
  • Flexible and adaptable to rapid changes in the work environment.

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