IT Support Specialist

London, Greater London, England, United Kingdom

Apply now

OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence. 

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo and author of the bestselling book Subscribed).              

We are looking for a self-motivated, enthusiastic IT Support Analyst to join our team.  This individual will provide hands-on technical support for local and remote users.  The primary support duties will include endpoint software and hardware troubleshooting.  Our ideal candidate will have excellent technical skills, solid customer service experience, an outgoing personality, a positive drive, a strong sense of ownership, and a strong team partnership.

What You'll Be Doing:

Duties in this role include:

  • Helpdesk
    • Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
    • Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issue
    • Research technical solutions in department specific applications
    • Troubleshoot, diagnose, and repair desktop, laptop, and mobile issues
    • Follow up with end users, provide feedback, and see problems through to resolution
    • Support multiple locations and must be versed in providing remote support
    • Adhere to service level agreements
    • Document procedures and develop end user instructions
  • Site Support
    • Provide in-office and walk-up help desk support for local staff
    • Provide remote Engineering and Operations teams
    • Comfortable with MDF/IDF rooms and equipment
    • Support 3rd party site technicians as needed (telcos, workstation techs, other technical dispatches, etc.)
  • On/Off-Boarding
    • Process new hire requests, image and deploy laptops to new hires
    • Perform New Hire Orientations
    • Process off-boarding requests, asset and license recovery, and machine reimaging
  • Hardware Support
    • Install, configure, repair and maintain computers, desktop operating systems, software, and peripherals
    • Troubleshoot network and remote access connectivity issues
    • Knowledge of iPads, iPhones, Android
  • Productivity and Application Support
    • G-Suite (Docs, Sheets, Slides, Mail, Calendar) 
    • Microsoft Office Suite (Word, Excel, Power Point, Outlook)
    • Remote control
    • Other workstation application
  • Collaboration Tools and Conference Rooms
    • Slack
    • Zoom
    • G-Suite
    • Audio Video and collaboration hardware (cameras, screens, microphones)
    • Conference Room schedulers
  • Asset Management
    • Keep up-to-date records on all IT related hardware and maintain the inventory database and related records
    • Ensure software license compliance
  • Project & New Technology Support
    • Assist with documentation for Support Team members as IT Customers
    • Provide elevated post-launch support

What You Need for this Position

  • 3-5 years of hands on IT Helpdesk & Desktop Support experience required
  • Ability to support Executives and their Executive Admins
  • Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
  • High energy and ability to work independently in a very fast growth environment
  • Experience supporting a large heterogeneous SaaS environment such as Okta, G-Suite, Workday, Salesforce, JAMF, Concur, etc
  • Extensive knowledge and hands-on experience with Mac and Windows systems, desktop/laptop deployment and imaging solutions
  • Ability to effectively and efficiently troubleshoot hardware and software issues
  • Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
  • Excellent customer service skills
  • Ability to communicate effectively, verbally and in writing with all levels of an organization
  • Self-sufficient, self-managed, self-motivated, must be effective working independently
  • Ability to work within a team of technicians
  • Flexibility in work hours, may be required to be in the office regularly
  • Must have good people skills, working directly with end users in person, via chat and over Zoom
  • Possible participation in a rotation to provide after-hours/weekend on call coverage
  • May require lifting or carrying equipment up to 25 lbs.

Education and Certifications

  • Minimum AA degree in Information Systems, related field, or equivalent experience
  • HDI Support Center Analyst or HDI Desktop Support Technician are a plus
  • JAMF 100+, Okta Basics Curriculum, Google Cloud Certified in G Suite, G Suite Administrator highly desirable

 

Apply now


Let’s do this.

You’re unique and we’re on a journey – so let’s embark on a unique journey together. We encourage you to apply to all roles that utilize your skills and ignite the passion within you.

No matter where you’re located, or which team you work on, you’ll be part of a group of people working together to build a better world: The World Subscribed.

Go ahead and apply!

 

 

Get to Know Us

Go ahead, take a look inside #ZEOLife. Meet our ZEOs and learn what it’s like to be a part of our team.

Read the Life at Zuora Blog

Choosing to Challenge, Today and Everyday at Zuora

Zuora’s executive team shares their insights on how we can “Choose to Challenge”...

Read more  

Choosing to Challenge, Today and Everyday at Zuora

C-Crets to Advocating for Yourself at Work

Four steps everyone can take to guide their career to the next level while maint...

Read more  

C-Crets to Advocating for Yourself at Work

Highlights from the Subscription Experience 2021

The global Subscribed experience goes virtual in our first ever Subscription Exp...

Read more  

Highlights from the Subscription Experience 2021

Connect with us

All about relationships. Let’s connect!