Remote Staff Desktop Systems Specialist

Summary

Join us to work on the Web as the platform and help create more opportunity and innovation for everyone online. Mozilla exists to build the Internet as a public resource accessible to all because we believe that open and free is better than closed and controlled.

Requirements

• ITIL Foundations certified
• Demonstrated ability supporting both Windows and Mac in an enterprise environment
• In-depth experience in SaaS support (Atlassian, Google Workspace, Slack, etc.)
• Experience providing peer training, coaching, and feedback
• Excellent communication, analytical, and leadership skills necessary for independent project work
• Proactive initiative and a strong sense of ownership, consistently taking action within a circle of influence to drive positive outcomes without needing explicit direction
• Excellent problem-solving and troubleshooting skills
• High level of detail in all aspects of work, including tickets, knowledge articles, training, and coaching

Responsibilities

• Support Mozillians via Slack, Jira Service Management, and email with their Service Requests and Incidents
• Resolve escalated issues in a fast-paced, global support environment and provide appropriate follow-up
• Conduct weekly ticket reviews with peer coaching and feedback, documenting your coaching sessions
• Provide technical training to members of the Global Service Desk
• Represent the Global Service Desk on larger IT projects, partnering with various groups throughout Mozilla
• Administer SaaS applications like Google Workspace, Slack, and the Atlassian Suite, acting as a Subject Matter Expert (SME)
• Drive process improvement changes to lower friction for our Mozillians and improve the Global Service Desk experience
• Proactively monitor upcoming software releases and patches that affect users and provide communications
• Manage LDAP user account operations and permissions
• Travel to our San Francisco and San Mateo offices on an as-needed, occasional basis

Benefits

• Generous performance-based bonus plans to all eligible employees - we share in our success as one team
• Rich medical, dental, and vision coverage
• Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute)
• Quarterly all-company wellness days where everyone takes a pause together
• Country specific holidays plus a day off for your birthday
• One-time home office stipend
• Annual professional development budget
• Quarterly well-being stipend
• Considerable paid parental leave
• Employee referral bonus program
• Other benefits (life/AD&D, disability, EAP, etc. - varies by country)