IT Support Specialist 2 - job 1 of 2

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhere—on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.MongoDB is seeking the newest member of the IT Enterprise Collaboration team. You will join an existing team that provides AV & Collaboration (AV&C) support for all of our global offices and remote employees. This role primarily supports the US and is based out of our New York City headquarters.Our goal is to maximize the productivity and efficiency of our colleagues through the simple and intuitive use of technology. We accomplish this by driving and implementing best-in-class AV & Collaboration experiences in our shared spaces and end-user workstations, while providing white-glove day-to-day enterprise collaboration support. This role will also assist IT Support with basic troubleshooting issues, when needed.Our team manages elements of our internal AV & Collaboration infrastructure, including: video conferencing services, conference room technology, digital signage, collaboration tools, and more. We work closely with our Corporate Communications, Workplace, and Video Production teams to broadcast events and messaging to other offices and remotely around the world. You will have the opportunity to design, implement, operate, and troubleshoot the systems, services, and tools we own, in both physical and cloud-based environments.We believe strongly in personal growth and mentorship so your ability to succeed is directly related to your desire to grow.Our ideal candidate will have:• 4+ years of experience in an end-user support role, including experience providing technical assistance to Executives or other VIPs• Hands-on familiarity with MacOS & Windows troubleshooting and administration• Ability to remain composed and provide white glove service while working with the executives and senior leadership• Intermediate understanding of office network infrastructure• Intermediate project management skills and documentation support experience• A strong desire to grow technically• Experience with integrating multiple SaaS products• Experience with Slack administration and application support• A naturally strong diagnostic/troubleshooting process, with significant experience troubleshooting conference room and office AV technology• An understanding of home office video conferencing or streaming technologies• Experience with Crestron, Bi-amp Tesira, and Dante networking• Technical AV&C support for events, corporate meetings, and internal projects• The desire to “automate everything,” propose solutions, and learn the technical skills necessary to do so, when applicable• The ability to clearly communicate complex technical topics to a wide range of employees in both verbal and written form• Ability to document solutions and collaborate with the internal documentation team to increase self-service articles• A naturally calm and empathetic demeanor under pressure, combined with the ability to concurrently solve multiple issues in real-time• Familiarity with Zendesk and Jira ticketing systems• Ability to travel to US & Global offices, as needed• Experience with video or audio production for live events, preferred• Experience with Zoom\WebEx\Google Meet administration, and online collaboration tools such as Lucidsuite• Experience with Monday.com, Fellow, and Microsoft Teams administration is a plusPosition Expectations:• Configure, deploy, and maintain end-user hardware and conference room devices, automating the process wherever possible• Help our colleagues maximize their abilities through the effective use of technology: investigate their issues and perform hands-on troubleshooting if necessary• Administrate our Saas apps while working on integrations to help automate repetitive tasks• Provide exceptional support to executives and other company VIPs• Be a strong technical voice within the organization by providing training for colleagues and developing self service resources where possible• Help ensure that the tools our colleagues use to collaborate not only work, but work together in an efficient manner• Participate in on-call support rotations; be available for off-hour maintenance and upgrades• Provide support for audio/visual systems, both day-to-day as well as support for company meetings and events• Function as on-premises liaison for AV contractors during office builds and upgrades• Maintain detailed documentation of work completed, using the information gathered to develop self service knowledge bases and improved user guides• Work closely with the IT Support team and workplace team to facilitate local meetings• Backup IT Support when needed for basic troubleshooting assistanceSuccess Measures:The IT AV&C Support Specialist will be successful in this role when they can execute the following strategic tasks/responsibilities:• Maintain an accelerated personal growth path:• In 8 months you’ll be fully up to speed on the services and technologies we deploy and maintain, having the ability to independently handle day to day AV tasks• Within 8 months you’ll be actively developing novel solutions to inefficient processes and problems• By 12 months you’ll be thinking largely in terms of efficiency and have the skills necessary to execute on your ideas. This could mean anything from becoming a Slack Integration Wizard to a Zoom Rooms Guru; your growth path is largely defined by your interests and desires• Customer Service: Provide an unparalleled customer experience by offering top-notch technical support, creating easy to follow self service resources, and workflow automations for our colleagues• Communication: Successfully communicate team challenges and support solutions internally and externally, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences• Research: Collect and analyze feedback from both our internal customers as well as our systems to better understand our clients needs and inform automation/optimization effortsTo drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.