Helpdesk Technician in Homeoffice bei Bitly

At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.

The Role

Bitly is looking for a Helpdesk Technician who will independently manage the inbound ticket queue for service requests from all Bitly employees. This Helpdesk Technician will independently manage a high-volume of requests from employees with a strong attention to detail and effective prioritization.

As a member of the IT team, you understand when to escalate complex issues as necessary and document all daily communication transactions, details and solutions.You need to be a highly detail oriented and analytical individual to accurately capture employee interactions and close out submitted tickets in a timely manner.

In this role you will serve as the first point of contact for employees seeking technical assistance so you should have excellent interpersonal and communication skills. Your team will rely on you to diligently follow policies and procedures for consistent work delivery and InfoSec auditability.

What You'll Do

• Manage Help Desk tickets in a timely manner with a high level of prioritization
• Follow-up with customers to ensure issues are resolved
• Maintain user profiles in multiple tools and prepare the onboarding of new resources
• Audit web applications for proper licenses and contract utilization on a regular basis
• Generate audit reports
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier when necessary
• Install, make changes and repair computer hardware and software
• Remotely monitor systems and proactively troubleshoot endpoints with out of date security patches or antivirus definitions

Who You Are

• You have 1+ years of experience working in an IT Service Desk environment
• You have proficiency with MAC and MS computers
• You have excellent oral and written communication skills
• You are detail oriented in order to keep detailed notes on tickets
• You are highly organized to keep Help desk tickets in order
• You have the ability to diagnose and resolve basic computer technical issues
• You have a BS degree or equivalent experience

Bonus Points

• Experience with Google Workspace (previously GSuite)

Employee Benefits

• 30 days paid vacation + one week company vacation in summer
• Flexibility: remote-first (Bielefeld and Berlin offices available) & flexible working hours
• High standard equipment
• Work from home stipend
• Wifi / Internet & Cell Phone Stipend
• Personal Development Budget
• Fitness Membership at Urban Sports Club
• Regular onsite & offsite team events
• Trust based leadership
• Strong feedback culture
• Employee focused onboarding experience

Closing

Applicants must be currently authorized to work in Germany on a full-time basis and located in Germany.