Desktop Support

3 weeks ago


Dublin, Dublin City, Ireland Udemy Full time

About this role

We are searching for an IT Support Specialist to join the CorpIT Support team and collaborate with the Workplace, IT Engineering, corporate comms, and Onboarding teams. In this position, you will act as a primary contact for office initiatives, Audiovisual support, All Hands events, employee and hardware lifecycle management, and adherence to our IT SLAs while delivering top-notch end-user support for our staff.

Our ideal candidate will possess strong technical skills, demonstrate a proactive attitude, and have a keenness to acquire new knowledge and assist the team.

What you'll be doing

  • Be the main point of contact for IT requests at our Dublin / EMEA HQ on a daily basis.
  • Deliver L1 & L2 technical support to Udemy internal customers across all end-user computing technologies and SaaS systems. Collaborate with L2 & L3 teams for different operational projects, document, and resolve CorpIT Support procedures.
  • Manage employee and hardware lifecycle, covering onboarding, application provisioning, de-provisioning, and offboarding.
  • Support tier 1 MDM system requests, asset management, and maintenance.
  • Provide IT support for various Workplace and Corporate Comms initiatives, office relocations, daily A/V conferencing support & maintenance as required.

What you'll have

  • A technical support background of at least 1 year in cloud-based application architectures and related management methods including: Okta Admin, GSuite Admin, and JAMF.
  • 1-2 years of experience working with MacOS, Windows, iOS, and android, ideally in a SaaS environment.
  • Capability to set up, deploy, troubleshoot hardware such as laptops, video conferencing, audiovisual equipment, and end-user peripherals.
  • Proficiency in using various ITSM ticketing systems, with a preference for knowledge of ServiceNow. You approach problem-solving with a data-oriented mindset and utilize historical data for making decisions and enhancing processes.
  • Effective communication, organization, and writing skills when interacting with vendors, employees, and documentation.
  • Ability to address end-user issues through investigation, perseverance, collaborative teamwork, personal study, and a proactive learning approach.

We acknowledge that not everyone will meet all the qualifications mentioned above. However, we recognize that diverse experiences can bring value to our organization. Even if you feel your background may not perfectly align, we are excited to hear from you.



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