IT Support Specialist III

At Databricks Information Technology, we are a product led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth.The IT Support Specialist will be a member of the IT Support Engineering team and will work with users globally to improve productivity, and provide in person service at our Mountain View office by resolving all technical issues. You will ensure the best possible user experience is being provided in every single interaction. You will provide exceptional customer service in your interactions to all Bricksters through tickets, email and slack pings, and in every interaction. You will be able to multitask and troubleshoot multiple user issues simultaneously.The Impact You Will HaveYou will support our core platforms - white glove user support, ticketing, procurement, and provisioningDocument all processes and update current documentation for the established processComplete and document assigned project work and provide updates to ensure accuracyWork with other Information technology team members to improve efficiency by implementing new processes, tools, strategies, and automationsBe an ambassador for the IT organisation with our internal customersProvide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialised knowledge to educate our workforceMaintain the asset inventory system and ensure all hardware/software allocations are loggedHigh level understanding of day to day processes within IT and core partner teamsAware of and able to call out inefficiencies and dependenciesBuilds strong working relationships with close cross-functional partnersBeginning to mentor peers and/or participate in NHO/Onboarding of IT Team membersWhat We Look ForExperience working on a high volume ticketing system (+2500 PM)Extensive experience providing white glove support to all levels of staffExperience supporting customer IT needs within a global team supporting multiple regions and time zonesIn-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)Provide other services to reduce tickets and ticket closure timesWork with partners to find efficiencies and implement improvements to our internal systemsWorking with Extensive experience in troubleshooting AV/Conference room issues and network-related issuesAdvanced knowledge of MDM systems (JAMF, InTune)knowledge with securing/management of endpoints using JAMF / InTuneAbout DatabricksDatabricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.BenefitsAt Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks.Our Commitment to Diversity and InclusionAt Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.ComplianceIf access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.