Senior IT Support Specialist (B2B)

O tym stanowisku

Description

Sprout Social is looking for a Senior IT Support Specialist to join our IT team. In this role, you'll be a key player in maintaining and enhancing the technological backbone of our company. Our environment is dynamic and forward-thinking, and we're looking for someone who can not only keep up but also bring fresh ideas and perspectives to the table.

Why join Sprout’s IT team?

Joining Sprout's IT team means being part of our central internal operations model, working alongside adjacent teams like AI & Automation and Business Systems. This structure is a fantastic opportunity for anyone looking to grow their career in technology. You'll get to experience a range of projects across our discipline, a rarity in many organizations. Our setup allows for quick, efficient collaboration with minimal friction or red tape. As a member of this team, you'll have the space to stretch beyond your core functions and make a significant impact on the broader organization. In essence, the work you do here is not only valued, but you'll feel its importance every day.

What you’ll do

As a Senior IT Support Specialist you'll provide technical assistance to our end-users while looking for ways to improve their overall experience. You'll become well-versed in our tooling and systems and play a crucial role in their maintenance. As the newest member of our team, your perspective will be particularly valuable. We're eager for you to share your fresh ideas and feedback on our processes, helping us to see things from a new angle and continuously improve.

What you’ll bring

We are seeking a unique blend of talents in our next Senior IT Support Specialist: a quick learner, a collaborative team player, and someone who excels in self-management. You'll have the ability to independently identify and act on priorities, a skill we trust and value highly. At the same time, your collaborative spirit ensures you remain an integral part of our team, contributing to the improvement and enhancement of our tools and services. If you're someone who thrives in a dynamic, fast-paced environment and enjoys solving complex problems through technology, all while staying connected and engaged with the team, we're eager to meet you!

The minimum qualifications for this role include:

• 4+ years experience as a IT Support Specialist

• Requirement to work from our Kraków office at least one day per week

• Proven technical support experience with both Apple and Windows computers

Preferred qualifications for this role include:

• Proven capability in managing and maintaining IT Inventory, particularly employee computers, with experience in MDM solutions such as JAMF and InTune

• A strong understanding of Generative AI and Large Language Models

• Advanced experience in troubleshooting Conference Room Technology, with a preference for expertise in Zoom Rooms

• Experience managing conference room technology, such as Zoom

• Experience with Jira administration

• Demonstrated experience providing IT onboarding and offboarding

How you’ll grow

Within 1 month, you'll plant your roots, including:

• Experience Sprout's in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers

• Make a plan with your manager to set initial priorities, align on expectations for your role, plant goalposts for your career, and learn about Sprout's approach to supporting our usersLearn our existing tooling and technologies and begin taking on a variety of support tickets

• Work with the internal IT team to identify some of the potential areas of improvement

• Become knowledgeable on various technical procedures including: onboarding/offboarding, event hosting, inventory management, and customer serviceUnderstand our conference room technologies and provide support surrounding these physical locations

• Participate in team meetings and bring your ideas to the table

• Begin participating in meetings to welcome new employees.

Within 3 months, you'll start hitting your stride by:

• Work with your manager and teammates to create and prioritize quarterly team goals

• Begin making recommendations for improving our processes and internal documentation

• Become an expert on answering, prioritizing, and escalating support tickets for the organization and serve as a resource for escalation to the other members of the team

• Build connections with members from other teams through active networking and community-building.

Within 6 months, you'll be making a clear impact through:

• Participate in the maintenance and upkeep of our IT and AV inventory

• Assess and upgrade users' equipment as it pertains to our policies and goals

• Assist with upgrading users' equipment as it pertains to our policy

• Become an escalation point for all complex IT issues that may arise amongst the team

• Have your first performance conversation with your manager, where you'll discuss your accomplishments in your role and work together to build goals for your professional growth

• Contribute towards documenting our processes within the knowledge base for all internal and end-user processes.

Within 12 months, you'll make this role your own by:

• Be a go-to expert on all IT support tickets across the organization

• Continuously improve and maintain the various conference rooms and AV systems, adapting to changing requirements and needs throughout our offices

• Assisting in the management of our core IT tooling

• Surprise us! Use your unique ideas and abilities to contribute to Sprout IT and our user experience in beneficial ways that we haven't even considered yet.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

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