IT Operations Specialist

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

Snap Engineering teams build fun and technically sophisticated products that reach hundreds of millions of Snapchatters around the world, every day. We’re deeply committed to the well-being of everyone in our global community, which is why our values are at the root of everything we do. We move fast, with precision, and always execute with privacy at the forefront.

We’re looking for an IT Support Specialist to join Snap Inc!

What you’ll do:

Working closely with the Information Technology team, you’ll help expand our Global IT presence by providing IT support on-site and using remote tools. This person must exhibit a high level of professionalism in providing excellent customer service and exercise sound judgment to provide timely resolution of problems. Additionally, they must understand the office culture and maintain excellent relationships with global customers, business partners and IT team members with high energy and enthusiasm. The ideal candidate will have exceptional Mac and windows troubleshooting skills and 3+ years experience in IT Support. You will:

• Document, track, and monitor customer problems to ensure resolution in a timely manner through common customer request methods (Ticketing Systems, Chat Software, Email, etc).

• Meet agreed Global SLA Targets set for customer problems

• Support Lifecycle in the Onboarding/Offboarding of Snap employees for day 1 success and Snap departures

• Maintain inventory of equipment and other IT assets and ensure Snap compliance standards are followed.

• Support common IT services: Okta, Google Workspace, Slack, Atlassian, etc.

• Maintain relationships with vendors and cross-functional teams, Globally

• Be an advocate of knowledge sharing across IT.

• Provide AV Operational support in our conference room spaces whereas needed

• Provide Event related support in our all-hands and large meeting rooms spaces 

Knowledge, Skills & Abilities:

• Natural problem solver who enjoys identifying ways to make things better.

• Must demonstrate sound judgment when prioritizing multiple, competing requests

• Excellent interpersonal skills with a focus on achieving goals through problem solving and collaboration.

• Detail-oriented and process-driven

• Outstanding communication and interpersonal skills

• Strong customer service, problem solving, and teamwork abilities

• Process-oriented with strong attention to detail

• Experience operating within a globally relevant, fast paced enterprise environment

• Strong verbal and written skills
   

Minimum Qualifications: 

• 3+ years of experience providing support in a corporate environment

Preferred Qualifications:

• Familiarity with with enterprise tools such as Google Workspace, Confluence & Slack, JIRA, and Gemini

• Experience with a ticketing support platform (Jira, Zendesk, Remedy, etc)

• Extensive knowledge of Mac OS, iOS and Apple hardware

• Basic knowledgeable in Windows 10/11 and PC Hardware

• Network fundamentals (network configs, VPN, printing, etc)

• Familiar with Google Suite (Gmail, GCal, GDocs, etc) 

• Knowledge of video conferencing is a plus (Meets/Zoom)

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!