Service Desk Technician Iii

2 maanden geleden

Amsterdam, Nederland Uber Voltijd

**About the Role**

Uber Engineering is a high-performance culture marked by perseverance and hyper productivity. We're looking for team players with natural customer service intuition who can work harder, faster, and smarter while taking technical excellence to a whole new level. You should be pumped about building a global transportation marketplace that spans a wide range of cities - varying from 100,000 to 10 million people in size - with unique regulatory, technical, and business requirements.

As a Service Desk Level 3 Technician you will be expected to work as a technical escalation for both Level 1 and Level 2 service desk technicians. You will be expected to work cross-organizationally to help develop and influence global service desk procedures and policies, including documentation and implementation. Techs at this level have a broader cross-organizational awareness, and your work will influence change that affects one or more adjacent orgs within the company. Here's your chance to be a part of Uber history

**What You'll Do**
- Respond to and resolve internal customer requests with high focus on customer service and timeliness. Uber is currently in 60+ countries with over 700 offices, and you'll be expected to support them all as part of our team.
- Provide prompt, confidential and reliable remote and on-site technical support, for a wide range of equipment and software.
- Effectively manage and execute on internal projects while maintaining all other duties
- Mentor other Service Desk team members
- Work across teams to analyze weekly metrics reports by calling out trends, identifying root causes, and completing post-mortems.
- Responsible for overseeing internal Service Desk Help Center documentation, reviewing submitted documentation for accuracy and efficiency.
- Proactive communication and documentation on service desk related topics
- Always on the lookout for optimizing Service Desk operations
- Troubleshoot, diagnose and solve complicated technology related problems and issues

**What You'll Need**
- 3+ years of work experience in Information Technology with emphasis on internal IT support.
- Advanced knowledge of Google Apps for Business, including comprehensive knowledge of Mail, Calendar, Drive, Docs, and Groups (including Google Admin and GAM)
- Working knowledge of AV hardware, Eventboard, and V/C systems (Zoom)
- Excellent written and oral communication skills; ability to compile clear and concise data & materials
- Ability to shift priorities quickly and act proactively when necessary
- Experience participating in cross-functional projects and being solutions oriented
- Ability to work effectively with people at all levels both inside and outside of Uber
- Good interpersonal skills - capacity to build a variety of strong internal relationships
- Experience working with distributed teams using online collaboration to ensure communication, alignment and productivity.

**Bonus Points**
- 5+ years in a help desk role supporting Apple and Windows hardware and software
- Experience working in a global support environment
- Has experience writing and maintaining technical documentation
- Has experience with two factor authentication and SSO
- Has experience with Kibana, MIM, and Powershell.

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