IT Specialist II, Collaboration Technology

Klaviyo’s global corporate Information Technology (IT) team is responsible for providing technology systems, administration, and support to Klaviyos around the world. Our main goal is to ensure that Klaviyos everywhere have a strong technology foundation to do great work. The IT Team solves problems using technology and provides Klaviyo’s continued scalability and sustainable employee growth in a rapidly evolving environment.

The IT Searchbar team — "Searchbar" is our end-user support team — is responsible for providing day-to-day tactical support to Klaviyos. This includes assisting with employee onboarding, inventory maintenance, overseeing a ticket queue, creating automated workflows, and documenting processes for our internal knowledge base.

As an IT Specialist II, with a focus on Collaboration Technology, you'll be responsible for interacting with and solving technical issues for other Klaviyos. Using your experience, you'll work to understand the problem, then solve it using your troubleshooting skills. You'll also work on projects and automation initiatives. You'll mentor team members and help them grow their technical knowledge. You'll have support when you need it, working closely with the IT Systems team to escalate issues as necessary, all under the leadership of the IT Manager, Operations.

• Help prepare for and execute local events in our event spaces, including operating live-streaming equipment so Klaviyo employees can watch and listen anywhere.
• Manage, maintain, and troubleshoot conference rooms, digital signage, digital whiteboards, and other unified communication and collaboration technology. 
• You'll oversee the daily ticket queue, ensure that priority tickets are solved expediently, and provide coaching and guidance to more junior team members. 
• You'll provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem. 
• Identify recurring technical issues and eliminate manual processes through automation. 
• You'll work to prioritize tickets, fixing problems at the root. 
• Assist with hardware needs — setting up and de-provisioning devices — installing and configuring software, and shipping and receiving.
• Be an active participant with documentation and writing knowledge base articles, including editing and reviewing documentation created by junior team members. 
• You'll support our conference rooms and unified communications technology.
• You'll identify a focus area and work on a career plan to ensure your continued growth.

• You have experience running an audio console, video switcher, camera, microphone and related equipment.
• You’ve run live events, live audio reinforcement, basic live TV production, or similar.
• You have experience with Wirecast streaming software (or similar), Zoom, Jamboard, and other unified communications solutions.
• 2+ years experience working in a help desk or support environment using a ticketing system such as FreshService, Zendesk, or similar. 
• You have experience with MDM/SSO strategy and support. 
• You've worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/Jira).
• You have clear verbal and written communication skills. 
• You're passionate about learning new technologies and passing that knowledge on. 
• You enjoy working on challenging problems and finding impactful solutions.
• You have wired and wireless networking knowledge.
• You can work from the Boston office at least 3 days per week as needed and offer after-hours on-site event support as needed.
• Provide on-call support on a rotational basis after business hours. 
• Able to handle freight shipments and moving equipment up to 50lbs.

• You've got experience with programming languages or scripting knowledge.
• You have the Google IT Support Professional certificate or similar certification. 
• You've supported an enterprise (multi-VLAN, 802.1X authenticated) network.