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IT Support Specialist

Company: Segment
Location: San Francisco
Posted on: June 13, 2021

Job Description:

IT Support Specialist

Segment, now a part of Twilio, is looking for an IT Support Specialist that is obsessed with the customer experience. This position will be located in our San Francisco office. As the IT Support Specialist at Segment, you must be prepared to become a "jack of all trades" and eventually become a master of a few. At the most basic level, you will be responsible for providing hands-on support and general IT services. At the most complex level, your responsibilities may include exposure to IT project management, collaboration with Ops & Arch design and implementation, lifecycle management, inventory control, monitoring, and vendor collaboration. You will also be working in a collaborative environment with your new team to help facilitate the creation of our departmental and system policy directives while maintaining the highest level of data security. You will be assisting with maintaining our support knowledge base, provide technical training and participate in knowledge transfer with your colleagues. Additionally, as a key member of our technology team, you will be working closely with Leads from the IT Support and Ops & Arch pillars.

About The Company

As stated before, Segment is now a part of Twilio! Twilio is a company that is empowering the world's developers with modern communication in order to build better applications. is a customer data infrastructure (CDI) platform that collects, stores, and routes data by collecting and connecting data from other tools and aggregating the data to monitor performance, inform decision-making processes, and create uniquely customized user experiences. With Twilio Segment, You will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customer's experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best versions of themselves.

Job Duties & Responsibilities

  • Provide hands-on, "white glove" service to our entire team
  • Troubleshoot issues and provide complete, well-communicated resolutions to our team and recorded into a knowledge base
  • Educate users on best practices for using applications, devices, etc.
  • Set up desk and configure accounts and permissions for new hires and conduct IT orientations
  • Create and maintain thorough documentation for IT policies, procedures, configurations, best practices, etc.
  • Manage and maintain relevant documentation such as Software Development Docs, Knowledge Base articles, etc.
  • Collaborate with the rest of the Corporate Systems team to define and implement solutions to complex issues
  • Identify and suggest improvements to processes, applications workflows
  • Maintain inventory; this includes computers, mobile devices, and other IT equipment

Skills & Experience

  • CompTIA A + preferred but not required. Certification must be obtained in the first 3 months of employment.
  • 1-2 + years experience in technical support roles.
  • Basic to Intermediate Support knowledge of Windows 10.
  • Basic to Intermediate Support knowledge of macOS.
  • Basic to Intermediate Support knowledge of Google services e.g. Gmail, Google Groups, Calendar, etc.
  • Basic to Intermediate Support knowledge of GSuite Administration.
  • Basic knowledge with Jamf, Kandji, Workspace ONE, or similar MDM solution.
  • Basic knowledge of Active Directory & networking support.
  • Basic knowledge of Jira or other ticketing systems.
  • Basic knowledge with Okta, One Login, or similar identity provider.
  • Basic knowledge with IP Telephony like RingCentral or similar.
  • Support collaborative tools such as SLACK, Confluence, Dropbox, and Google Drive
  • Takes pride in documenting procedures e.g troubleshooting guides and training manuals.
  • Working experience in lifecycle management, inventory, and procurement systems
  • Team player, excellent communication, motivated, interested in further developing skills.
  • The ability to work independently with minimal supervision.

Keywords: Segment, San Francisco , IT Support Specialist, Other , San Francisco, California

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