IT Support

SoundCloud is a next-generation music entertainment company powered by an ecosystem of artists, fans, and thriving communities. As one of the world’s most influential cultural platforms, SoundCloud holds a singular market position as both a music-streaming service with the largest catalogue of music, and an artist services and distribution business to help artists grow long-term, successful careers.

Join us as we work together to enrich lives through the shared love of sound. Our Global IT Team is responsible for the productivity and success of all our organizational functions and teams. We empower others to be productive, collaborate, and do the best work they can while keeping a close eye on compliance and the safety of our organization. We are looking for an IT Support Engineer based in our New York office who offers hands-on support to all employees in our US-based locations (New York and Los Angeles).

You will handle incoming tech support issues, analyze and prioritize the tasks, and resolve them in collaboration with your team. A perfect solution is not everything for you until all questions are answered, and every party involved is happy with the end result. Supporting the local office space infrastructure, from OSI Layer 1 to 7 is what you do best and excel in. Working with mobile device and asset management systems, orchestrating vendors and suppliers, and checking their legal & security compliance is easy for you. Beyond the day-to-day, you improve the SoundCloud user experience by contributing to long-term projects and documentation efforts.

The ideal candidate has experience managing network infrastructure and all services associated with an office or productivity space, in an Apple macOS and Microsoft Windows environment, and enjoys solving tricky tasks. On top of your hands-on support skills - you are a self-starter who enjoys taking over projects and is able to ensure they are implemented successfully.

Security is a big topic and we expect that you have experience in security topics, investigations, and initiatives. Open advocating and practicing secure principles and close collaboration with the Security team are part of everyday tasks.

Key Responsibilities:

• Be responsible for engineering projects in the IT Team from research to implementation state 

• Handling incoming support tickets and front desk appointments, committed to maintaining our SLAs

• Proactive equipment maintenance (video conferencing, corporate events)

• Running technical and security onboarding sessions for new employees

• Full lifecycle management of client devices in the US

• Vendor management with a strong focus on cost consciousness

• Contributing to our documentation efforts

• Processing invoices and reconciling expenses 

Experience and Background:

• 2-4+ years experience with IT support and engineering projects in a mid-sized enterprise/business setting

• Understanding and experience with fundamental concepts of analytical troubleshooting

• Ability to perform under pressure, being the driving force of our support effort in the US

• Ability to explain complex technical ideas in a non-technical manner

• Outstanding troubleshooting skills for a hybrid environment of macOS, Windows, and Linux 

• Following, improving, and defining processes and procedures

• Vendor management experience with a focus on cost consciousness

• A strong interest in the IT field and professional growth

• A progressive thinker with a proactive attitude

• Great communication skills

Technical skills:

• Knowledge of Google GSuite for Business

• Video Conferencing systems in the office (Zoom / Google Meet) - VC systems - Poly

• Run events in the office (VC / microphones/ speakers)

• Broad knowledge and experience with mainstream communication and productivity tools

• Understanding of network layers, ability to troubleshoot office networks (WAPS / Firewalls / Switches), systems, and client machines

• Working with external vendors / ISPs like Verizon/T-Mobile

 Nice to haves (but not necessary!):

• Develop skills in python/ruby/bash

• Atlassian product

• Experience with mobile device and asset management systems (Google MDM/JAMF)

• Workato / BetterCloud / Zapier - automatization tools

• JAMF Casper Suite for OSX/iOS devices or different MDM

• Workday

• Cisco products

• Develop API connectors 

• Freshworks / Freshservice

• Audio/Video experience

The salary range for this role is $70,000 - 75,000 annually. The final salary offered will be determined based on relative experience, skills, internal equity, and location. We also offer a generous total rewards program - read more about additional benefits and perks below!  

About Us:

• We are a multinational company with offices in the US (New York and Los Angeles), Germany (Berlin), and the UK (London)

• We provide a flexible work culture that offers the opportunity to collaborate and connect in person at our offices as well as accommodating work from home

• We are deeply committed to ensuring diversity, equity and inclusion at all levels of our organization and fostering a community where everyone’s voice, perspective and experience is respected and heard

• We believe a strong team is made by investing in employees through mentorship, workshops and enrichment opportunities

Benefits:

• Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources

• Robust 401k program

• Employee Stock Ownership Plan

• Generous professional development allowance

• Interested in a gym membership, photography course or book? We have a Creativity and Wellness benefit!

• Flexible vacation and public holiday policy where you can take up to 35 days of PTO annually

• 16 paid weeks for all parents (birthing and non-birthing), regardless of gender, to welcome newborns, adopted and foster children

• Various snacks, goodies, and 2 free lunches weekly when at the office

Diversity, Equity and Inclusion at SoundCloud

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization; they help us lead what’s next in music by understanding and empowering our creators and fans, no matter their identity. We acknowledge the challenges in the music industry, and strive to influence an inclusive culture where everyone can contribute respectfully and thrive, especially the historically marginalized communities that many of our creators, fans and SoundClouders identify with. We are dedicated to creating an inclusive environment at SoundCloud for everyone, regardless of gender identity, sexual orientation, race, ethnicity, migration background, national origin, age, disability status, or care-giver status.

At SoundCloud you can find your community or elevate your allyship by joining a Diversity Resource Group. Diversity Resource Groups are employee-organized groups focused on supporting and promoting the interests of a particular underrepresented community in order to build a more inclusive culture at SoundCloud. Anyone can join, whether you share the identity or strive to be an ally.