IT Support Specialist

About the team

If you enjoy tackling complex technological challenges, then our corporate IT team under our Business Technology group may be the team for you! We provide creative solutions to help our employees be productive and secure from anywhere. We help deliver industry-leading IT services to enable and delight our users. This position reports to our Director of IT.

Your role

As an IT Support Specialist, you will be a client-centric IT professional responsible for overseeing and managing the organization's IT systems and audio visual (AV) infrastructure for in-office, remote and global Dialpad employees. You will play a pivotal role ensuring optimal use of our hardware and software technologies, enhancing system performance, analyzing and troubleshooting technical issues, and providing assistance to our end-users. 

To ensure success as an IT Support Specialist, you should possess extensive experience in providing information technology support in a fast-paced environment. This position requires a strong technical background, excellent problem-solving skills, a customer service mindset, with effective communications. The position requires the successful candidate to be in the Austin office 5 days a week.

What you’ll do

• Provide timely resolution and support to end-users with best-in-class SLAs and less than 2% callbacks.
• Be focused on improving operational efficiency on all levels and at all locations.
• Onboarding and training end-users on hardware functionality and software programs.
• Analyze IT requirements and provide objective advice on the use of IT systems.
• Assist with information security, physical security controls, and device security protocols.
• Ensure proper hygiene of system accounts and licenses.
• Responsible for tracking, managing, and supporting IT assets.
• Responsible for access management of critical end user systems
• Research, install and configure new equipment and software.
• Managing inventory of equipment, consumables and other supplies.
• Support and implementation of AV equipment, conference rooms, and meetings.
• Troubleshoot and resolve IT issues via phone, web, and in-person channels.
• Must have experience working with and managing MacOS, and Windows devices.
• Must have experience managing endpoint solutions as Antivirus, Patch management tools etc.
• Must have experience in supporting system and IT audits.
• Timely onboard and off-board employees and contractors.
• This is an in-office role with some hybrid flexibility when approved. 

Skills you’ll bring

You thrive on working in a high-growth, fast-paced environment, and are motivated to delight customers and build a large and important enterprise cloud company. You will bring:

• A bachelor's degree in computer science, information technology, or similar.
• 3-5 years of experience as an IT Support Specialist supporting Mac and Windows operating systems.
• Exceptional ability to provide technical support and resolve queries.
• In-depth knowledge of computer hardware, software, and networks.
• Ability to determine IT needs and train end-users.
• Proficiency in IT helpdesk software, such as Jira Service Manager, Zendesk or ServiceNow.
• Experience in documenting processes and monitoring performance metrics.
• Ability to keep up with technical innovation and trends in IT support.
• Experience with audiovisual equipment and technologies, including video conferencing systems, digital signage, and multimedia content creation tools.
• Lead with positive energy, empathy, and customer first mindset.
• Self-motivated with a proactive approach to problem-solving.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Certifications such as CompTIA A+, N+, Security+, Google, and Microsoft  are highly desirable.
• Must have completed all core Dialpad product certifications within the first 100 days of tenure.

Dialpad benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional Development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.