In-Office Technical Support

Atlassian Corporate Engineering (ACE) is a global team dedicated to unleashing the potential of every Atlassian team by delivering high-value products and services to customers and stakeholders by generating actionable insights, accelerating solutions, and building trusted business partnerships. The team is responsible for supporting company-wide initiatives and driving business growth through AI innovation and collaboration as the best customer of Atlassian.
Atlassian is full of high-octane, hard-working people building cool things for our customers. You'll join a stellar team supporting the region alongside our L1 Triage team, Remote Support, Collaboration and other Workplace Technology teams as you work on the front lines in one of our busiest offices. Where we will provide onboarding, laptop enrollment, troubleshooting and support experiences for all Atlassians who visit the office
More about our team
Workplace Technology is a dynamic, collaborative, and social team, distributed across the world, always ready to try new things and drive positive change at Atlassian. We share knowledge like a well-oiled crew and offer plenty of opportunities to learn and grow your technical skills. While our primary focus is supporting Atlassians, we're always ready for the next big project that keeps us on our toes and sharpens our edge. We support the entire organization, from the most casual exec to the newest rookie, ensuring everyone is up to speed from day one. Our world-class self-service onboarding experience gets new starters ready to race. and we're always on hand for support in their first laps. Most of all, we love seeing our fellow Atlassians get the most out of technology... whether that means fixing a flat (battery), tuning up a process, or rolling out a new tool to help everyone work at record pace.
More about this position
You'll work to hand off tickets from walk up support to other teams, troubleshoot common day-to-day technical issues with mac, windows and mobile devices, and provide in office onboarding support on occasion. As champions for the end user, we're involved in nearly everything Workplace Technology does and more. You'll collaborate with teams across Atlassian, from product and engineering to customer support and execs, so every day brings a fresh challenge. In down time, we collaborate with our remote support team to provide world class technical support to Atlassians abroad.
More about you
We're looking for someone who combines technical horsepower with a passion for customer service. You're the kind of person who loves tinkering under the hood with new technologies, and you know how to steer complex technical concepts into the fast lane for non-technical folks. You don't just accept things as they are, you're always looking for ways to improve team processes.
On your first day, we'll expect you to have:

• A love of helping people in a high pressure environmen
• Understanding of basic networking fundamentals (LAN/WAN, VPN, Wi-Fi).
• Solid skills supporting and troubleshooting MacOS issues both in person and over video calls
• Some familiarity with collaboration tools (Slack, GSuite, Mural, Loom, Confluence etc)

It is great, but not required, if you have experience with:

• Experience in ITIL-aligned practices (incident, problem, change management).
• Experience providing support to executive/c-level stakeholders
• Experience working with a globally distributed team
• Some experience training / onboarding new hires