IT Support Specialist 2 - job 2 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 Office IT Team. You will join a new triage/Help Desk support team that provides technical support for employees in all of our global offices and remote staff. This support role is based in Gurgaon, India.

Our goal is to maximize the efficiency of our colleagues through the use of technology. This support team will split their time between providing top-notch help desk support, facilitating self-service opportunities to end users, contributing to new and existing knowledge base articles, and triaging incoming tickets.

Our team manages elements of the tech infrastructure used at MongoDB, including: email administration, employee onboarding, network administration, security access, asset management, and more. 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 are looking to speak to candidates who are based in Gurugram for our hybrid working model.

Candidate Profile

Our ideal candidate will have

• 3+ years of experience in an end-user support role
• A strong desire to grow technically
• Hands-on familiarity with macOS & Apple hardware administration
• Hands-on familiarity with Windows / PC environments 
• A naturally strong diagnostic/troubleshooting process, with significant experience troubleshooting real, end-to-end technical issues
• The ability to clearly communicate complex technical topics to a wide range of employees in both verbal and written form
• A naturally calm and empathetic demeanor under pressure, combined with the ability to concurrently solve multiple issues in real-time
• Experience with our tech stack is preferred:
• macOS, Windows 10, VoIP, Zoom, Slack, Confluence, JIRA, Google Apps, Okta, JAMF, Meraki, Oomnitza
• Experience working independently and part of a team to provide an exceptional employee experience

Position Expectations

• Help our colleagues maximize their abilities through the effective use of technology: investigate their issues and escalate to the appropriate team when necessary
• Provide training for colleagues and develop self service resources where possible
• Lead weekly new hire IT orientations and assist with day 1 onboarding logistics
• Participate in on-call support rotations
• Provide support triage steps to end users across ticket, in-person, chat, email, video, and phone channels  
• Maintain detailed documentation of work completed, using the information gathered to develop self service knowledge bases and improved user guides
• Effectively and efficiently manage the software license requests and approval process
• Ability to work a flexible schedule (evenings, nights and holidays based off of the business need)

Success Measures

The IT Support Specialist will be successful in this role when they can execute the following strategic tasks/responsibilities 

• Maintain an accelerated personal growth path:
• In 3 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 IT tasks
• Within 6 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 of process and automation improvements
• 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 efforts.

To 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 is an equal opportunities employer.