IT Support Technician

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Elastic is a search company built on a free and open heritage. Anyone can use Elastic products and solutions to get started quickly and frictionlessly. Elastic offers three solutions for enterprise search, observability, and security, built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real time and at scale. Thousands of organizations worldwide, including Cisco, eBay, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe and is publicly traded on the NYSE under the symbol ESTC. Learn more at elastic.co.

As the IT Support Technician, you will be part of a growing team to deliver customer service to our internal Elastic partners. Job responsibilities will include onboarding, providing support to our users, and supporting the local office IT infrastructure..

Business Systems Overview

We’re always on the search for amazing people. The IT Team consists of people who have real passion for what they do and are masters at their craft. We reflect the larger company philosophy, to solve data problems, but focus internally on the systems we build and the internal partners we support. Agile in our processes, we strive to push the boundaries of our best-of-breed platforms to build a world-class systems operation. Our team thinks smart, strategic and scalable, and will push you to do the same.

Let’s talk if you:

  • Are a fast learner and have a broad set of technical skills - Mac, Windows, Linux
  • Have a passion for improving and automating processes (I.e. On-boarding)
  • Possess excellent customer support skills
  • Have the ability and interest in working in a fast-paced, high-growth setting with a positive approach
  • Have worked with multicultural and geographically distributed teams

Responsibilities:

  • Deliver the highest level of customer service in a collaborative and distributed environment with a focus on helping people resolve issues as the first point of contact in our helpdesk.
  • Update, maintain, and dispatch tickets routed to our ticketing system
  • Onboard new employees, from setting up accounts, equipment procurement and equipment hand-off
  • Installation, configuration and maintenance of laptops, network devices, printers, VoIP phone system and other office equipment
  • Track hardware and software inventory
  • Continuous review of business and IT processes, technologies, deployments and make recommendations for improvements
  • Document and train users on IT systems and standard methodologies
  • Provide A/V support
  • Coordinate with external vendors to service or repair equipment
  • Patch management on corporate infrastructure

Requirements:

  • Superb communication, documentation and customer service skills
  • 1+ years of experience providing IT support in a corporate environment
  • 1+ years of experience in support and troubleshooting of Mac OS platforms and Windows operating systems
  • Ability to work independently or collaboratively
  • Experience in cloud hosted solutions (G-Suite, Office 365, Netsuite, Salesforce)
  • Experience working with Cisco, Meraki, and other network solutions
  • Experience with routers, switches, firewalls, wireless access points
  • Understanding of network protocols (TCP/IP, addressing, DNS)
  • Familiarity with device management systems (ie. JAMF, Intune)
  • Familiarity with IT compliance and change management concepts is a plus
  • Travel when needed to support remote offices (less than 5% of the time)
  • Must be able to lift up to 50 pounds

Bonus:

  • ACMT certified
  • Certified Casper Technician (CCT) or JAMF 200 Certification

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Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match up to $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please complete our Candidate Accessibility Request Form.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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