IT Support Specialist II

Location: US/Austin

WHO WE ARE

Certinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company's Professional Services Automation (PSA), Customer Success, and ERP solutions—delivered on Salesforce’s leading cloud platform—provide services businesses with the intelligence and agility to deliver high-quality services, elevate customer experiences and accelerate growth. Headquartered in Austin Texas, with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

Focussed on excellent customer service for your colleagues at Certinia, you will provide outstanding IT support and service. You will confidently deliver knowledge and solutions in macOS, Windows OS technology and a range of SaaS solutions to an audience with differing levels of technical skill. You will be an active listener, inquisitive and have good communication skills. Your attention to detail will be strong, closely follow processes and you will value the accuracy of your work. You will contribute to the operational success and continual improvement of the global IT Operations team whilst driving your own individual set goals. 

WHAT YOU WILL DO IN THIS ROLE

• Provide excellent IT support to colleagues, contractors and partners at Certinia
• Provide a superior onboarding experience for new starters in the company
• Delivery knowledge and training sessions on IT subject matters
• Log and maintain helpdesk requests within the IT ticketing system, ensuring adherence to established service level agreements (SLAs)
• Write and maintain IT documentation and knowledge articles for internal and employee use
• Configure, maintain and troubleshoot Apple macOS and Windows laptops
• Support BYOD and company supplied smartphones (iOS and Android)
• Maintain directories in SaaS solutions that support Certinia endpoints
• Support the IT compliance objectives for Certinia
• Contribute to process improvements and operational efficiencies
• Execute on tasks and projects that improve the end user computing experience
• Mentor more junior staff in tasks

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE 

• Experience working in a corporate IT environment
• Have excellent customer service and communication skills
• Strong organizational skills and the ability to prioritize tasks effectively to meet deadlines consistently
• Highly observant and detail oriented
• The ability to think logically and solve problems
• Willing to share your knowledge and experience
• Ability to work in a team environment
• Focused on delivering a superior experience
• A passion for technology
• A good understanding of Apple, Android and Windows hardware and software