IT Support Specialist

As an IT Support Specialist at Nivoda, you will tackle various tasks, including being the first point of contact for IT-related inquiries, resolving tickets through our JIRA ticketing system, providing support for Mac and Windows systems, and assisting with onboarding and offboarding processes. Your role will also involve guiding users on applications like Slack and Google Workspace and managing our office network administration to ensure smooth operations.

To join Nivoda as an IT Support Specialist, you should possess excellent communication and customer service skills, and have in-depth knowledge of operating systems like Windows and macOS. A minimum of 1-2 years' experience in IT or helpdesk support is essential, along with familiarity with Google Workspace, Okta, and Office 365. Having a CompTIA A+ certification is preferred but not mandatory.

In the role of IT Support Specialist at Nivoda, you should be well-versed in various technologies. This includes operating systems (both Windows and macOS), Google Workspace, Okta for identity management, and Office 365. Familiarity with MDM solutions like Kandji and Intune, as well as troubleshooting network and printer issues, will greatly benefit you in this position.

At Nivoda, the work environment is dynamic and fast-paced, perfect for those who thrive on tackling challenges head-on. You'll work with a diverse global team that values collaboration and innovation. With flexible working arrangements and a focus on employee well-being, you’ll find a supportive atmosphere that encourages growth and contribution.

IT Support Specialists at Nivoda enjoy a competitive salary and bonus structure, as well as a generous holiday allowance. Moreover, you’ll have the opportunity to shape the future of a rapidly scaling marketplace, which adds to the fulfillment of the role. Nivoda is invested in employee development and provides flexible working arrangements to ensure a healthy work-life balance.

When answering this question, provide specific examples of technical issues you've resolved. Highlight the tools and methods you used for troubleshooting, such as using remote desktop access or ticketing systems. This demonstrates your problem-solving skills and technical proficiency.

This question assesses your time management skills. Explain your approach to prioritizing tasks based on urgency and impact on users. Mention any frameworks you use, such as the Eisenhower Matrix, and emphasize clear communication with users about timelines.

Share your strategies for delivering exceptional customer service, such as active listening, providing clear explanations, and following up after resolving issues. Discuss the importance of empathy and understanding user frustration while maintaining a professional demeanor.

Detail your experience with JIRA, explaining how you've used it to log, track, and manage support tickets in previous jobs. Emphasize any specific challenges you've encountered and how you navigated them, showcasing your adaptability and technical knowledge.

Provide a specific example where you had to quickly adapt to a new technology, discussing your method for learning, such as online courses, tutorials, or hands-on practice. Highlight how this quick learning benefited your team or resolved an issue effectively.

Discuss your experience in network administration, including tools you've used and types of networks you've managed. Be sure to mention any troubleshooting experiences with VPNs or office network issues, demonstrating your capability to handle on-site administrative tasks.

Explain the resources you utilize, such as professional networks, forums, online courses, or tech blogs. Demonstrating your commitment to continuous learning indicates your passion for IT support and readiness to adapt to technological advancements.

Before the interview, research Nivoda's mission and growth trajectory. Discuss your understanding of how Nivoda is transforming the jewelry industry by providing a robust marketplace and how supporting their operational teams aligns with that goal. This shows your genuine interest in the company.

Highlight the importance of empathy and active listening when dealing with frustrated users. Explain your approach, such as acknowledging their feelings, assuring them that you will work to resolve the issue, and keeping them informed throughout the process.

When answering this, describe the problem in detail and outline the steps you took to resolve it. Focus on your analytical thinking and how the resolution impacted the team or company positively, showcasing your problem-solving skills.