ThoughtWorks is a technology consultancy with an enviable track record of delivering real business value to a multitude of customers. Globally we employ around 4,500 people. In North America, we are around 600 people with offices in Atlanta, Chicago, Dallas, Denver, San Francisco & New York.

In Workspaces, TechOps, we do more than just IT support. We are a team of passionate and forward-thinking people, who work closely with our stakeholders to determine and execute strategies to enable consultants, clients, and guests to work effectively - in our offices and on client sites. This means taking on regular feedback from our colleagues and customers to ensure we find the best possible solutions. While you will work alongside a great team across North America, the real stakeholders are people in our offices.

We have very ambitious plans for our team and need the right people on board to deliver projects, roll out products and develop a vision on how we will make our offices even better using IoT and the latest tech.

You have the opportunity to learn the technical skills (we have experts in anything from Macs to networking in the wider TechOps team), communication, stakeholder management and independent but collaborative working is the key. We’re looking for someone who is self-motivated, and is as happy working on their own as they are working part of a team. You’ll need to be organized and able to prioritize local tasks with regional projects.

You will be working within a small team structure to provide best in class IT services to users across North America. The team provides a full range of IT related services; including PCs, laptops, video conferencing software and corporate mobile devices. A vast majority of our users are Macs. We are looking for someone who is open to travel whenever required across all our offices in North America.

Ideally, you will have few years of experience or knowledge of most of the following:

• Knowledge of managing Macs
• Knowledge of managing Windows and/ or Linux
• Understanding the importance of Information security
• Experience using and supporting video conferencing
• Ability to solve problems and troubleshoot hardware issues. Acknowledge and address all customer queries, requirements and needs with patience and empathy
• Regular communication with the team, users and partners - face to face and via video tools
• Flexibility and support for your team and other operational teams, such as recruitment and office management - this means sharing knowledge and collaborating wherever possible
• Provide end-user training and advice on company offered solutions related technologies and transformations
• Provide written documentation, updates and root cause analysis on IT issues to ZenDesk ticketing system as required
• Create knowledge articles for newly discovered issues in our Knowledgebase
• Provide feedback on potential issues or concerns to mitigate future risks
• Ability to provide outstanding customer service and support various products used by Thought Workers such as video conferencing by Zoom, Sophos.
• Ability to use discretion to determine most urgent matters that need their attention, depending on their knowledge of the business impact of the issue/request
• Ability to troubleshoot and remediate complex issues the ability to modify computer operating systems and applications in order to meet specific user specifications, documenting such changes for others to replicate
• Ability to work independently while engaging and supporting the overall team
• Previous relevant experience in customer service/support, client services or technical support role
• Previous experience supporting software engineers and Mac computers
• Support project teams by suggesting solutions that are available to help them collaborate and communicate with remote teams.

Experience with the following is a bonus:

• Experience with networking (TCP/IP, DNS, DHCP …)
• Utilize Service Now to document and track all assets calls
• Identifying, managing and collaborating with vendors
• Setting up/ managing Virtual Machines
• AV experience and setting up Monkey for one-click upgrades is a plus.
• Software development

And here are some of the perks of being part of a unique organization like ThoughtWorks.

• A real commitment to “changing the face of IT” -- our way of thinking about diversity and inclusion. Over the past ten years, we’ve implemented a lot of initiatives to make ThoughtWorks a place that reflects the world around us, and to make this a welcoming home to technologists of all stripes. We’re not perfect, but we’re actively working towards true gender balance for our business and our industry, and you’ll see that diversity reflected on our project teams and in offices.
• Continuous learning. You’ll be constantly exposed to new technologies,, frameworks and ideas from your peers and as you work on different projects -- challenging you to stay at the top of your game.
• Support to grow as a technologist outside of your role at ThoughtWorks. This is why ThoughtWorkers have written over 100 books and can be found speaking at (and, ahem, keynoting) tech conferences all over the world. We love to learn and share knowledge, and you’ll find a community of passionate technologists eager to back your endeavors, whatever they may be. You’ll also receive financial support to attend conferences every year.
• An organizational commitment to social responsibility. ThoughtWorkers challenge each other to be just a little more thoughtful about the world around us, and we believe in using our profits for good. All around the world, you’ll find ThoughtWorks supporting great causes and organizations in both official and unofficial capacities.

It is the policy of ThoughtWorks, Inc. to provide a work environment free of discrimination. The Company will take affirmative action to ensure applicants and ThoughtWorks employees are treated without regard to race, color, religion, sex, national origin, ethnic origin, veteran status, family status, disability, sexual orientation, gender expression or gender identity. This also includes individuals who are perceived to have any of the aforementioned attributes. ThoughtWorks will adhere to all federal, state, and municipal laws and regulations governing employment.