Help Desk Tier II (Hybrid - Toronto, Canada)

OpenTable; Toronto; Remote; CAD 41,000 - 52,000; Full time

Job summary

OpenTable is seeking a Help Desk Tier II to support their Global IT Help Desk. Ideal candidates will troubleshoot complex technical issues, lead projects, and collaborate across teams in a fast-paced environment, promoting world-class customer service and problem-solving. This role offers flexible working arrangements, focusing on employee well-being and career growth.

Benefits

Work from (almost) anywhere for up to 20 days per year

Company-paid therapy sessions through SpringHealth

Company-paid subscription to Headspace

Company-wide week off a year

No meeting Fridays

Paid parental leave

Generous paid vacation + time off for your birthday

Paid volunteer time

Development Dollars for career growth

Travel Discounts

Paid competitive retirement and health plans

Qualifications

• Self-starter with broad technical skills.
• Passionate about world-class customer service.
• Ability to handle challenging priorities.

Responsibilities

• Provide a wide range of technical support to end users.
• Lead internal IT projects and identify service automation opportunities.
• Create and curate knowledge base documentation.

Skills

PC and Mac hardware/software support

Computer system security & compliance policies

ITSM and Service Desk management concepts

Experience supporting GSuite & Office 365

In-depth knowledge of identity access management (Okta)

Scripting experience (bash, PowerShell, python)

Audio/visual hardware and software support

Network troubleshooting experience

Computer security and threat protection concepts

Basic project management concepts

Collaborative team player attitude

Patient, positive, and supportive with customers

Exceptional written and verbal communication skills

Job description

This will be a remote role to start, with plans to transition to hybrid once the office space is set (likely in downtown Toronto, Canada).

With millions of diners, 60,000 restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team that includes our sister brand, KAYAK and its portfolio of global metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

The Role:

Are you an IT enthusiast who loves new technologies and gadgets? Do you genuinely enjoy resolving technical problems and helping your co-workers to grow their technical skills? OpenTable is currently seeking a Help Desk Tier II who willsupport our Global IT Help Desk team, TechTable, and act as an escalation point to resolve complex hardware, software, and access-related technical problems. This individual will will also lead IT projects and operate as a domain expert on internal tools and systems.

Our ideal candidate is a self-starter with broad technical skills and is passionate about world-class customer service, adaptable, and ready to work in a fast-paced, global enterprise environment. Things move quickly, so you’ll be expected to instinctively handle challenging priorities while still being accountable to deadlines and eager to get the job done.

Additionally, we're looking for a critical thinker who can find creative solutions to technical or process-related issues in a complex environment, who can write knowledge base documentation and scripting, work with Windows servers and cloud/SaaS systems, and collaborate closely with other teams in Security, Infrastructure, and Network Operations.

Responsibilities:

• Provide a wide range of technical support to end users through chat, email, and remote support
• Lead internal IT projects
• Identify service automation opportunities
• Systems administration (Okta, Azure/Intune, Jamf, and others)
• Support corporate office systems and teams
• Manage and support Telcomm/Video Conference services
• Test and configure end-user hardware and software
• Support employee onboarding and offboarding
• Create, curate, and revise knowledge base documentation & company-wide technical communications
• Manage your ticket queue with SLAs in mind

Qualifications:

• PC and Mac hardware/software support
• Computer system security & compliance policies
• ITSM and Service Desk management concepts
• Experience supporting GSuite & Office 365
• In-depth knowledge of identity access management (Okta)
• Scripting experience (bash, PowerShell, python, etc.)
• Audio/visual hardware and software support
• Network troubleshooting experience
• Computer security and threat protection concepts
• Basic project management concepts
• Collaborative team player attitude
• Patient, positive, and supportive with customers
• Exceptional written and verbal communication skills

Various factors go into determining a salary range, including, but not limited to, external market benchmark data, geographic location, and years of experience sought/required.The range for this six-month fixed-term contract, Canada-based role is $41,600-$52,000 CAD.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being:
• Company-paid therapy sessions through SpringHealth
• Company-paid subscription to Headspace
• Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
• No meeting Fridays
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Focus on your career growth:
• Development Dollars
• Leadership development
• Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• Competitive retirement and health plans

Diversity, Equity, and Inclusion

At OpenTable, we aspire to be a workplace that fosters inclusion and reflects the diverse communities we serve. Hiring people with different backgrounds and perspectives is critical to innovation and to how we deliver great experiences for our users, partners, and teams. We strive to be an open and welcoming environment so that no matter who you are, you can be yourself.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation(s).