Operations & Infrastructure Technician

Who We Are

HeadSpin is a unique developer platform that combines data science insights and global device infrastructure to enable companies to perfect their digital experiences during the engineering cycle. HeadSpin platform is present in over 50 countries. Its data science platform has an ability to assess over 130 performance KPIs, analyze root cause of the poor experience issues and recommend solutions to address them. HeadSpin differentiates itself from other testing solutions that only focus on functional or load testing. By using HeadSpin, companies have enhanced their customer experience, reduced time to market and optimized the cost of their digital applications.

About the Role

As an Operations & Infrastructure Technician, you are a critical component of the Operations & Logistics team. Your team is responsible for deploying devices and hardware for HeadSpin's self-serve and enterprise products. Your team is the front line setting up and delivering our product to our customers. You will be responsible for setting up physical hardware such as computers, phones, networking equipment and other datacenter equipment. In addition you will work with software tools to validate the hardware and provide access to customers.

You will also respond to internal support issues and tickets raised by automated systems, engineering teams and end-users tickets. This work will relate to the maintenance, upgrades, replacements and issues relating to the equipment and systems you work with day to day. You will also work remotely with our data centers and locations around the world to install and troubleshoot equipment remotely. All support activities and communication are thoroughly documented and tracked and your job will be to help maintain and grow a health incident and ticket management system and culture alongside your team.

What You’ll Do

• Setup computer and networking equipment including basic configuration and troubleshooting.
• Setup phone, media devices and other hardware including configuring settings and validating functionality.
• Setting up server racks, shelving and other datacenter equipment.
• Troubleshooting offline and unresponsive equipment.
• Assisting in purchasing, tracking, receiving and shipping hardware and devices.
• Assembly of customer equipment built by HeadSpin.
• Work with customer support and sales to provide access to new devices and hardware to customers.
• Identify and resolve escalated client issues via incoming chats, emails, etc.
• Replicate, troubleshoot, and describe simple bugs and report to product/engineering.
• Provide root cause analysis and in-depth troubleshooting.
• Meet and exceed Service Level Agreements through effective incident management.
• Keep thorough, clear, and complete records in the ticketing system of all actions taken.
• Escalate tickets as appropriate.
• Be friendly, efficient, and dependable, and always provide timely updates to users.
• When assigned, create documentation of Support processes.
• Contribute to overall content and quality of HeadSpin’s knowledge base and how-tos.
• Other duties as assigned.

What You Need

• 2 - 3 years of professional experience
• Bachelor’s Degree or equivalent experience
• Strong technical, troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment
• Strong verbal and written communication skills
• Professional: Every interaction needs to be fast, professional, succinct, and intelligent
• Reliable: Since your work will represent much of the first experience a client has with Headspin, you must be able to perform your work and manage your projects to complete them in a timely manner
• Detail oriented: you must be able to notice small details and fit them within the larger picture.

This role is not open to outside recruiters.