Senior IT Experience Specialist
About ThousandEyes
The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become a black box they can't understand. ThousandEyes gives organizations visibility into the now borderless network, arming them with an accurate understanding of how the network impacts their applications, users and customers. ThousandEyes is used by some of the world's largest and fastest growing brands, including all of the top 5 global software companies, 5 of the top 6 US banks, and 45 of the Fortune 500. ThousandEyes is backed by Sequoia Capital, Sutter Hill Ventures, Tenaya Capital, Google Ventures and Salesforce Ventures, with headquarters in San Francisco, CA.
Engineering at ThousandEyes
At ThousandEyes, we use cutting-edge technologies and innovative techniques to study and visualize networks on a global scale.
ThousandEyes engineers are focused on continuous improvement — of our product, our codebase, our knowledge, and our skills. We believe in innovation, simplicity, and elegance. We work in small, cross-functional teams where everyone has a voice.
About the role
We are looking for an extraordinary Senior IT Experience Specialist. In this position based in our Austin Office, where you will support the day-to-day IT needs of the business while delivering amazing service to our employees with exceptional customer service. As the face of IT in Austin, where your primary responsibilities will be to triage all level one support requests, resolve issues at the tier one level, and escalate issues out to the appropriate escalation resource. We are looking for a hardworking, organized, collaborative individual with technical ability who understands the importance of customer service. This person will be the first point of contact for all Austin and remote employees regarding any technical support needs. The right candidate will ensure employees’ workflow remains friction-free, by diagnosing both hardware and software issues and offering solutions to quickly get users up and running again.
What we are looking for:
- Superb customer service aptitude with exceptional written and verbal communication skills
- Expert Mac OS X and Windows PC skills
- Solid LDAP/Directory services system administration skills in a support role
- Experience with the following technologies: Google G Suite portfolio (including Email, Calendar, Drive and Groups), Okta, MS Office for Mac and Windows, RingCentral, JIRA,
- Understands SSO best practices, and SaaS solutions like Okta
- Excellent research and documentation skills, specific to step by step procedures, troubleshooting and knowledge base creation
- Experience supporting Zoom, Slack, Jira, and Asana collaboration tools
- Experience with fixed asset system(s)
- Understanding/experience in Directory Services
- Able to work independently with limited direct supervision and guidance
- Positive attitude and team player who takes initiative
- A sense of humor!
Bonus points if you have experience with
- Airwatch
- DEP
- Git, Github, Gitlab
- MDM Specifications or previous deployment experience
- Microsoft Autopilot
- Microsoft Azure
- Puppet (specifically puppet 5 & 6)
- Scripting (Bash, Python, or others)
- Xen & ESXi