Elastic
Search AI
ITSupportTechnician
Neural analysis suggests this role is
optimal for Mid candidates.
“IT Support Technician at Elastic. Skills: IT Support, Customer Service, macOS, Windows, Networking Fundamentals, Cloud-hosted solutions. Deliver exceptional customer service in a distributed environment. Manage, update, and dispatch tickets through our ticketing system”
What You'll Achieve.
Deliver exceptional customer service; Timely ticket management; Accelerate the results that matter
Industry & Context.
Issue resolution; Proactively identifying and recommending improvements
Work from our Austin office 5 days per week, Willingness to travel occasionally to support remote offices (less than 5% of the time), Ability to lift up to 50 lbs when required
What They're Looking For.
Must Have
3+ years of IT support experience in a corporate environment, Proficiency in macOS and Windows operating systems, Ability to work both independently and collaboratively, Experience with cloud-hosted solutions such as G-Suite, Okta, ServiceNow, Slack, and Atlassian, Experience with network solutions including Cisco, Meraki, and HP, Solid understanding of networking fundamentals — routers, switches, firewalls, wireless access points, and ISPs, Working knowledge of network protocols including TCP/IP, DNS, and IP addressing, Familiarity with device management platforms such as JAMF, Intune, and Meraki
Nice to Have
Knowledge of IT compliance and change management concepts is a plus, Mac (majority of our laptops), Windows, Linux, Passion for improving and automating processes, Excellent customer support skills, Ability and interest in working in a fast-paced, high-growth setting with a positive approach, Worked with multicultural and geographically distributed teams
What You'll Do.
Deliver exceptional customer service in a distributed environment
and dispatch tickets through our ticketing system
Onboard new employees end-to-end
and other office equipment
Track and manage hardware and software inventory
Continuously review IT processes
Document IT systems and deliver training to users
Provide build and support assistance for AV systems
Coordinate with external vendors for equipment servicing and repairs
Oversee patch management across corporate infrastructure
How You'll Work.
Team & Collaboration
Work collaboratively; Support internal Elastic partners; Work with multicultural and geographically distributed teams
Communication Scope
Superb communication
Full Job Description
Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI. What is The Role We’re always on the search for amazing people. The IT Team consists of people who have real passion for what they do and are masters at their craft. We reflect the larger company philosophy, to solve data problems, but focus internally on the systems we build and the internal partners we support. Agile in our processes, we strive to push the boundaries of our best-of-breed platforms to build a world-class systems operation. Our team thinks smart, strategic and scalable, and will push you to do the same. As the IT Support Technician, you will be part of a growing team to deliver customer service to our internal Elastic partners. Job responsibilities will include on-boarding, providing support to our users, and supporting the local office IT infrastructure. This role will work from our Austin office 5 days per week. What You Will Be Doing Deliver exceptional customer service in a distributed environment, serving as the first point of contact for issue resolution Manage, update, and dispatch tickets through our ticketing system in a timely manner Onboard new employees end-to-end, including account setup, equipment procurement, and hardware handoff Install, configure, and maintain laptops, network devices, printers, and other office equipment Track and manage hardware and software inventory Continuously review IT processes, technolog
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