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IT Support Specialist

Databricks

Databricks

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Tuesday, July 9, 2024

GAQ323R7

Mission

Databricks is seeking an experienced IT Support Specialist to enhance and optimize our business processes, focusing on both daily user support and significant project initiatives. Situated in our Bangalore office, this role requires a seasoned professional capable of managing high-level technical challenges and driving forward IT projects that improve company-wide productivity and efficiency. As a senior member of the IT Support team, you will be instrumental in leading project work, developing new strategies, and setting standards for exceptional user service through innovative technical solutions.

Outcomes

  • Deliver high-level support for our core platforms, including user support, ticketing, procurement, and provisioning.
  • Take charge of complex customer issue escalations, leveraging your deep knowledge of systems across our diverse tech stack.
  • Provide exemplary customer service, ensuring all interactions with staff (Bricksters) are handled with expertise, courtesy, and effectiveness.
  • Assume lead responsibility for small to medium IT projects, from inception through to execution, including planning, stakeholder engagement, and deployment.
  • Document all project phases, update existing procedures, and ensure project deliverables meet quality standards.
  • Innovate and implement new processes, tools, and automation efforts in collaboration with IT team members to enhance overall department efficiency and effectiveness.
  • Work closely with IT peers and other departments to champion IT initiatives, ensuring alignment with broader business objectives.
  • Maintain a comprehensive asset inventory system, ensuring all hardware and software allocations are accurately logged and managed.

Competencies

  • Over 6+ years of experience in administering and maintaining ITSM systems, with proficiency in handling a high volume of tickets (+4000 PM).
  • Extensive knowledge and troubleshooting skills in macOS, Windows 10, Chrome OS, VPNs, and key SaaS applications (e.g., Okta, Google Workspaces, Slack, Zoom, O365).
  • In-depth experience with endpoint security and management tools such as JAMF, Airwatch, and InTune.
  • Proficient in troubleshooting AV conference room and office network-related issues.
  • Exceptional communication skills to articulate complex technical information clearly and simply for non-technical users.
  • High levels of patience, active listening, empathy, and the ability to remain composed under pressure.
  • Reduce overall ticket volume and closure times by providing efficient solutions and proactive service.
  • Constantly seek out opportunities for process improvement and system optimization to enhance user satisfaction and operational agility.

This role is designed for a proactive, solution-oriented IT Support Specialist who is ready to take on high-impact projects and drive significant improvements across the organization. Your expertise will not only solve immediate technical challenges but also shape our IT infrastructure's future direction.

Benefits

  • Medical Benefits
  • Equity awards
  • Gym reimbursement
  • Annual personal development fund
  • Work headphones reimbursement
  • Business travel insurance

About Databricks

Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Compliance

If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.