IT Support Specialist

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

Snap Engineering teams build fun and technically sophisticated products that reach hundreds of millions of Snapchatters around the world, every day. We’re deeply committed to the well-being of everyone in our global community, which is why our values are at the root of everything we do. We move fast, with precision, and always execute with privacy at the forefront.

We’re looking for a IT Support Specialist to join our IT Operations Team!

What you’ll do:

• Provide excellent day-to-day technical support for customers.

• Document, track, and monitor customer problems to ensure resolution in a timely manner through common customer request methods (Ticketing Systems, Chat Software, Email, etc).

• Maintaining ticket updates within 3 days to ensure consistent and support feedback to customers

• Participate in our Executive Services program to provide a direct point of contact for Executives & Executive Assistants in the region

• Meet agreed Global SLA Targets set for customer problems

• Support in the Onboarding of Snap Employees for Day 1 Success

• Logistic support for Equipment and peripheral requests

• Create processes and documentation that the team can follow for repeatable tasks.

• Drive global information technology projects and drive project deliverables.

• Maintain inventory of equipment and other IT assets and ensure Snap compliance standards are followed.

• Support common IT services: Google Apps, OKTA, Atlassian, etc.

• Maintain relationships with vendors and cross-functional teams.

• Travel up to 10% of the time to relevant Snap locations, occasionally at short notice.

• Be an advocate of knowledge sharing across IT.

Knowledge, Skills & Abilities:

• 3+ years of experience providing support in a professional IT environment.

• Previous experience supporting VIPs

• Natural problem solver who enjoys identifying ways to make things better.

• Must be able to multi-task and demonstrate sound judgment when prioritizing multiple, competing requests

• Excellent interpersonal skills with a focus on achieving goals through problem solving and collaboration.

• Detail-oriented and process-driven

Minimum Qualifications:

• Familiarity with MDM solutions such as Jamf & AirWatch

• Hands-on experience with ITSM platforms such as Jira

• Experience supporting MacOS, Windows & Linux devices

Preferred Qualifications:

• Experience operating within a globally relevant, fast paced enterprise environment

• Strong verbal and written skills

• Familiarity with with enterprise tools such as Google Workspace, Confluence & Slack

• Bachelor’s degree preferred or equivalent experience

For NY based applicants: 

• The standard base salary range for this position is $78,000 - $80,000 annually

• This position is eligible for a discretionary performance-based cash bonus

• This position is eligible for equity in the form of RSUs

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid maternity & paternity leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!