Help Desk Tier II

This will be a remote role to start, with plans to transition to hybrid once the office space is set (likely in downtown Toronto, Canada).

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion. 

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

The Role:

Are you an IT enthusiast who loves new technologies and gadgets? Do you genuinely enjoy resolving technical problems and helping your co-workers to grow their technical skills? OpenTable is currently seeking a Help Desk Tier II who will support our Global IT Help Desk team, TechTable, and act as an escalation point to resolve complex hardware, software, and access-related technical problems. This individual will will also lead IT projects and operate as a domain expert on internal tools and systems. 

Our ideal candidate is a self-starter with broad technical skills and is passionate about world-class customer service, adaptable, and ready to work in a fast-paced, global enterprise environment. Things move quickly, so you’ll be expected to instinctively handle challenging priorities while still being accountable to deadlines and eager to get the job done.

Additionally, we're looking for a critical thinker who can find creative solutions to technical or process-related issues in a complex environment, who can write knowledge base documentation and scripting, work with Windows servers and cloud/SaaS systems, and collaborate closely with other teams in Security, Infrastructure, and Network Operations.

Responsibilities: 

• Provide a wide range of technical support to end users through chat, email, and remote support
• Lead internal IT projects
• Identify service automation opportunities
• Systems administration (Okta, Azure/Intune, Jamf, and others)
• Support corporate office systems and teams
• Manage and support Telcomm/Video Conference services
• Test and configure end-user hardware and software
• Support employee onboarding and offboarding
• Create, curate, and revise knowledge base documentation & company-wide technical communications
• Manage your ticket queue with SLAs in mind 

Qualifications:

• PC and Mac hardware/software support 
• Computer system security & compliance policies
• ITSM and Service Desk management concepts
• Experience supporting GSuite & Office 365 
• In-depth knowledge of identity access management (Okta)
• Scripting experience (bash, PowerShell, python, etc.)
• Audio/visual hardware and software support
• Network troubleshooting experience
• Computer security and threat protection concepts
• Basic project management concepts
• Collaborative  team player attitude
• Patient, positive, and supportive with customers
• Exceptional written and verbal communication skills

Various factors go into determining a salary range, including, but not limited to, external market benchmark data, geographic location, and years of experience sought/required. The range for this six-month fixed-term contract, Canada-based role is $41,600-$52,000 CAD.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being:
  • Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
• Focus on your career growth:
  • Development Dollars
  • Leadership development
  • Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups

Work Environment & Flexibility

At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

Inclusion

We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.

If you need adjustments during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.