BetterCloud is the first SaaS Operations Management platform, empowering IT to define, remediate, and enforce management and security policies for SaaS applications. Over 2,500 customers in 60+ countries rely on BetterCloud for continuous event monitoring, quickly remediating threats, and fully automating policy enforcement. BetterCloud is headquartered in New York City.
We are looking for a IT Specialist to provide world-class support to our fast-growing team in New York & San Francisco. We are a cloud-first company and our IT team works strategically with all areas of the business. If you are eager to learn, want to accomplish challenging goals, and thrive in an entrepreneurial environment, then this is the role for you.
Our IT team supports our New York, Atlanta, and San Francisco offices. This role will be New York based.
What we’re looking for:
- 2+ years of help desk support experience
- The ideal candidate will be organized, attentive, and have strong customer service skills with the ability to get to a YES.
- Can write articulately, and clearly, for audiences with differing levels of technical experience
- Adept understanding of computer networking including but not limited to DNS, DHCP, VLANs, VoIP, switching, and troubleshooting methods
- Experience troubleshooting Macs, PCs (we are a 90:10 Mac to PC shop), and iOS devices
- Desire to learn and grow, both on-the-fly and through formal training
- Enjoys teaching people “how to fish”
Extra points if you have experience with the below systems:
BetterCloud, G Suite, Okta, Jamf or another MDM tool, Meraki and/or Cisco equipment, Intune, Zendesk, Chromebooks, Zoom video conferencing & Google Meet (formerly Hangouts), Scripting (bash, Python, Google Apps Script—they’re all welcome here)
What you’ll be working on:
- Respond to and solve requests through our IT ticketing system (Zendesk) quickly, with a friendly and helpful attitude
- Troubleshoot Macs, PCs, iOS devices, Chrome devices, network switches, access points, routers, cameras, AV equipment, printers, and other IT equipment in New York, and remotely in Atlanta and San Francisco as needed.
- Become a master of BetterCloud (the product) - if you aren’t already!
- Assist users and answer questions regarding multiple SaaS platforms (G Suite, Okta, Vonage Business, Slack, etc)
- Maintain an accurate IT inventory and IT Service Catalog
- Assist in onboarding and offboarding employees (facilitating orientation, setting up computers, provisioning systems access)
- Execute projects as assigned, with accuracy, completeness, and a mind for brand and visual standards
- Contribute your problem solving skills and creativity towards defining best practices in IT and helping present BetterCloud as a leader in the space (further reading here).
- Study and complete certification exams for: BetterCloud, G Suite, Okta, and others
- Travel occasionally to Atlanta, San Francisco and other locations as needed to support BetterCloud employees
What we offer:
- Competitive salary + stock options
- Full benefits package including health, vision, detal, commuter, FSA and more
- Career growth with our IT Manager and working for an IT SaaS platform