IT Helpdesk Support II

Summary

Join Bloomreach's IT Help Desk Support team and provide exceptional technical assistance to employees. You'll be the first point of contact for IT issues, resolving problems via email, chat, and phone. This hybrid role involves working 2-3 days a week in our Bratislava hub and the rest remotely. You will manage IT assets, troubleshoot hardware and software, and collaborate with the GIST team. The starting salary is €1,900 per month. Bloomreach offers a flexible and supportive work environment with numerous benefits.

Requirements

• 3+ years of customer service experience in an enterprise corporate setting in an onsite and remote capacity
• 3+ years of experience with any of the following ticketing systems: Zendesk, ServiceNow, Jira, Service Desk, Freshservice, RT (Request Tracker), Spikeworks, HappyFox
• 2+ years of previous experience with any of the following SaaS platforms: Google Workspace, Office 365, JumpCloud, Okta, Atlassian Jira
• 1+ years of MDM experience with any of the following platforms: Jamf, Mosyle, MobileIron, Fleetsmith, Apple Business Essentials
• Must have the ability to diagnose, troubleshoot and resolve basic to intermediate technical issues
• Proven ability to document and explain technical processes to both skilled, internal team members and external laymen users seeking IT support
• Flexible and adaptable; able to work under pressure and continually context switch
• Strong proficiency in English
• Customer-service oriented with excellent written and verbal communication. You empathize with those who come to you with their issues and make sure they understand you care about those problems
• Confident and willing to deal with emerging problems, immediate tasks and long-term projects
• Must be organized, self-motivated, professional, responsive and have a sense of urgency
• Have a passion for constantly learning new technologies, trends and opportunities
• Have a keen eye for detail; are the type of person who often spots overlooked issues and anticipates upcoming potential problems
• Comfortable performing various technology focused office tasks (troubleshooting office printer, changing toner, troubleshooting office TVs, power cycling conference room equipment and wireless access points, etc)

Responsibilities

• Serve as the first point of contact for users seeking IT support over email, chat and phone
• Complete ticketed support items in a timely fashion along with recorded detailed notes and events
• Assist with onboarding & offboarding of users
• Aid users through IT troubleshooting and problem-solving process for online SaaS platform, Windows and macOS operating systems and hardware
• Administer cloud services e.g. Google Workspace (formerly G Suite), Slack, JumpCloud, Jira, Office365, and more
• Direct unresolved issues to the next level of IT support
• Be creative, take your own initiative and solve challenging problems
• Organize company-owned desktop & laptop hardware inventory on-site by printing and applying label asset tags to hardware assets
• Physically examine and evaluate returned company hardware from employees to determine if service repairs are required prior to redeployment or if retirement from inventory is warranted
• Initiate computer wipe and OS reinstallation on returned company hardware (macOS, Windows 10-11)
• Maintain IT asset inventory by recording and tracking company-owned desktop & laptop hardware both on and offsite using cloud-based asset management software
• Identify, analyze, and address gaps in inventory processes by performing and documenting periodic hardware asset audits
• Maintain office-specific documentation and KBs on the support of on-site hardware and relevant applications

Benefits

• Flexible working hours to accommodate your working style
• We work remote-first with several Bloomreach Hubs available across three continents
• We organize company events to experience the global spirit of the company and get excited about what's ahead
• We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer
• We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions
• Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges
• Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins
• Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)
• The Employee Assistance Program -- with counselors -- is available for non-work-related challenges
• Subscription to Calm - sleep and meditation app
• We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones
• We facilitate sports, yoga, and meditation opportunities for each other
• Extended parental leave up to 26 calendar weeks for Primary Caregivers
• Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location
• Everyone gets to participate in the company's success through the company performance bonus
• We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts
• We reward & celebrate work anniversaries -- Bloomversaries!