Senior IT Help Desk Specialist
Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.
We're building a more trustworthy Internet. Come join us.
Senior IT Help Desk Specialist
This position will be remote. You will have significant experience in supporting a fast-paced, high-growth environment. You are comfortable working as part of a distributed team and will be primarily supporting operations in our Global offices.
You are someone who asks questions, is confident in not knowing everything, and would rather collaborate with others than go it alone. You are empathic and well-organized, but able to work outside of the boundaries when vital. On top of your validated history of success, you have a passion for technology and, like us, you value hard work and fun in equal measure.
This role is limited to non-US only.
What You'll Do
- Tackling problems with Apple & Windows products, including desktop and laptop hardware
- Supporting and assisting employees who are using AV systems(Vimeo), audio and video conferencing(Zoom/Hangouts)
- Onboarding employees remotely - handling user accounts: creating, deleting, and resetting passwords, ordering hardware and software
- Installing and configuring software to end-users
- Responding to support requests in the IT Helpdesk both in virtual meeting rooms and via a ticketing system
- Handling inventory for hardware and software
- Managing Knowledge Base articles
What We're Looking For
- 5+ years of experience in IT support roles, fundamental networking skills
- Knowledge and hands-on experience handling Apple & Windows laptops and desktops
- Experience using and running ticket-based enterprise workflow management systems,
- A positive, service-oriented demeanor
- Tried problem-solving skills
- Good Interpersonal relations
We value a variety of voices, so this is not a laundry list. It would be an added bonus if you have experience in ANY of these:
- Jamf (Apple management tool)
- Supporting the Atlassian Suite (Jira & Confluence)
- Bettercloud Administrative tools
- Ticket management
- Okta
- Slack
Why Fastly?
We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
We love distributed teams. Fastly’s home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. In fact, 50% of our employees work outside of SF! An international remote culture is in our DNA.
We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits like up to 20 weeks of paid parental leave, options for free medical/dental/vision plans, and an open vacation program that enables our folks to take the time they need to recharge (some benefits may vary by location).
We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.
We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit, please apply!
Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment.
Employment decisions at Fastly are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Fastly encourages applicants from all backgrounds.
*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Fastly. Please inform us if you need assistance completing any forms or to otherwise participate in the application process.
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