IT Support Specialist III

Menlo Ventures; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading technology company in Singapore is seeking an IT Support Specialist to provide exceptional customer service and technical support. This role involves supporting core platforms, troubleshooting user issues, and documenting processes. The ideal candidate has experience in high-volume ticketing systems and in-depth knowledge of macOS and Windows. A commitment to excellence in user support and collaboration within a global team is essential.

Benefits

Comprehensive benefits

Qualifications

• Experience working on a high volume ticketing system (+2500 PM).
• Extensive experience providing white glove support.
• In-depth knowledge of troubleshooting various software applications.
• Experience in a global support role.

Responsibilities

• Provide exceptional customer service through multiple platforms.
• Support core platforms and maintain asset inventory.
• Document processes and improve efficiency.
• Mentor new IT team members.

Skills

White glove user support

Advanced troubleshooting on macOS and Windows

Experience in ticketing systems

Customer service experience

Knowledge of SaaS applications

Tools

JAMF

InTune

Okta

Google Workspaces

Slack

Zoom

O365

Job description

At Databricks Information Technology, we are a product led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth.

The IT Support Specialist will be a member of the IT Support Engineering team and will work with users globally to improve productivity, and provide in person service at our Mountain View office by resolving all technical issues. You will ensure the best possible user experience is being provided in every single interaction. You will provide exceptional customer service in your interactions to all Bricksters through tickets, email and slack pings, and in every interaction. You will be able to multitask and troubleshoot multiple user issues simultaneously.

The impact you will have:

• You will support our core platforms - white glove user support, ticketing, procurement, and provisioning
• Document all processes and update current documentation for the established process
• Complete and document assigned project work and provide updates to ensure accuracy
• Work with other Information technology team members to improve efficiency by implementing new processes, tools, strategies, and automations
• Be an ambassador for the IT organisation with our internal customers
• Provide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialised knowledge to educate our workforce
• Maintain the asset inventory system and ensure all hardware/software allocations are logged
• High level understanding of day to day processes within IT and core partner teams
• Aware of and able to call out inefficiencies and dependencies
• Builds strong working relationships with close cross-functional partners
• Beginning to mentor peers and/or participate in NHO/Onboarding of IT Team members

What we look for:

• Experience working on a high volume ticketing system (+2500 PM)
• Extensive experience providing white glove support to all levels of staff
• Experience supporting customer IT needs within a global team supporting multiple regions and time zones
• In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)
• Provide other services to reduce tickets and ticket closure times
• Work with partners to find efficiencies and implement improvements to our internal systems
• Working with Extensive experience in troubleshooting AV/Conference room issues and network-related issues
• Advanced knowledge of MDM systems (JAMF, InTune)knowledge with securing/management of endpoints using JAMF / InTune

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.

Benefits
At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks.

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.