IT Support Admin

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role

As an IT Support Admin, you'll play a key role in ensuring our technology runs smoothly and efficiently, and you'll be the go-to person for troubleshooting and resolving everyday tech issues that support our team’s productivity. This position allows you to engage in a variety of tasks, from maintaining systems to assisting colleagues with tech-related queries, all while working in a collaborative environment where your input is valued. If you enjoy problem-solving and have a keen interest in technology, this could be a great fit for you.

What You Will Be Doing

• Respond to technical support requests from team members and diagnose hardware and software issues. Provide timely solutions and assist in training users on new technologies and tools. Document all support inquiries and resolutions, manage the office network and peripherals, and collaborate with vendors for hardware procurement.
• Monitor system performance and address potential issues promptly. Analyze system logs to detect errors and irregularities. Document any configuration changes and maintain an inventory of hardware components and software licenses.
• Identify and resolve network connectivity issues promptly. Configure and test network devices while performing regular assessments of network performance. Implement and manage security protocols to protect the network, and collaborate with external vendors to enhance network capabilities.
• Assist users in troubleshooting software issues and provide guidance on best practices for effective software usage. Facilitate onboarding by educating new team members on IT tools and communicate important updates regarding technology systems. Gather user feedback to enhance IT services and support processes.

What You Bring

• Associate degree in Information Technology or related field
• 2+ years with technical support roles
• 1+ years with network configuration and administration
• 2+ years with troubleshooting hardware and software
• Experience with hardware troubleshooting and repair
• Proficiency in operating systems, including Windows and macOS
• Familiarity with network configuration and management tools
• Knowledge of security protocols and firewall management
• Experience with inventory management for hardware and software
• Ability to analyze system logs for performance issues
• Hands-on experience with common office peripherals (printers, scanners, etc.)
• Experience with documentation and user training for software tools
• Proficiency in using ticketing systems for technical support requests.