Senior IT Support Technician (R5127)

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At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.

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. As Senior IT Support Technician, you will thrive in navigating ambiguity, adapt quickly to a changing environment, take a global view, work as a single contributor on projects or assignments and collaboratively with our global IT Operations team. You’ll be responsible for providing technical assistance and support to all Elasticians across our technology suite, providing day-to-day IT operations support using our ticketing system, communication tools and providing in-person support from our San Francisco Office with weekly or biweekly visits to our office in Mountain View.

We’re looking for someone strong at collaborating with multiple teams and building tight-knit relationships with stakeholders. You will be passionate about ensuring our global workforce expectations are exceeded irrespective if they are remote or office-based.

*This position is based out of our San Francisco office. 

What You Will Be Doing: 

  • Deliver the highest level of customer service in a distributed environment with a focus on  helping people resolve issues as the first point of contact 
  • 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 

What You Bring Along:

  • Superb communication, documentation and customer service skills 
  • 2+ years of experience providing IT support in a corporate environment and troubleshooting of Mac OS platforms and Windows operating systems 
  • Ability to work independently or collaboratively 
  • Experience in cloud hosted solutions (G-Suite, OKTA, Netsuite, Salesforce)
  • Experience working with Cisco, Meraki, HP, and other network solutions
  • Basic knowledge of routers, switches, firewalls, wireless access points, ISP
  • Understanding of network protocols (TCP/IP, addressing, DNS) 
  • Familiarity with device management systems (JAMF, Meraki) 
  • 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 
  • A broad set of technical skills - Mac (majority of our laptops),  Windows, Linux 
  • A passion for improving and automating processes 
  • Excellent customer support skills 
  • The ability and interest in working in a fast-paced, high-growth setting with a  positive approach 
  • Experience working with multicultural and geographically distributed teams 

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

The typical starting Total Cash Compensation range for new hires in this role is between $94,400 and $129,800, which consists of a Base Salary or a Base Salary plus a Target Commission, depending on the specific role. The Base Salary offered may vary depending on factors including skills and experience.

Additionally, this role is currently eligible to participate in Elastic’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within a holistic total rewards offering.

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 email candidate_accessibility@elastic.co.

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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