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IT Specialist (SearchBar) at Klaviyo
London, United Kingdom
Job Descrption
• 1+ years experience working in a help desk or support environment using a ticketing system such as FreshService, Zendesk, or similar,
• You have clear verbal and written communication skills,
• You're passionate about learning new technologies and passing that knowledge on,
• You enjoy working on challenging problems and finding impactful solutions,
• You've worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/Jira),
• You can work from the Boston office at least 4 days per week as needed and offer occasional after-hours on-site event support,
• Able to handle freight shipments and moving equipment up to 50lbs,
• (Desirable) You've got experience with programming languages or scripting knowledge,
• (Desirable) You have the Google IT Support Professional certificate or similar certification,
• (Desirable) You have experience with MDM/SSO strategy and support,
•... (Desirable) You have wired and wireless networking knowledge
What the job involves
• The IT Searchbar team — "Searchbar" is our end-user support team — is responsible for providing day-to-day tactical support to Klaviyos,
• This includes assisting with employee onboarding, inventory maintenance, overseeing a ticket queue, creating automated workflows, and documenting processes for our internal knowledge base,
• As an IT Specialist I, you'll be responsible for interacting with and solving technical issues for other Klaviyos,
• Using your experience, you'll work to understand the problem then solve it using your troubleshooting skills,
• You'll also assist with light project work and inventory management,
• You'll have support when you need it, working closely with the IT Systems team to escalate issues as necessary, all under the leadership of the IT Searchbar Manager,
• Oversee the daily ticket queue, ensuring that priority tickets are solved expediently,
• Provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem,
• Identify recurring technical issues,
• Assist with hardware needs — setting up and de-provisioning devices — installing and configuring software, and shipping and receiving,
• Be an active participant with documentation and writing knowledge base articles,
• Support our conference rooms and unified communications technology,
• Identify a focus area and work on a career plan to ensure your continued growth
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