Business Technology Service Desk

As an SRE you will:

• Triage all Business Technology and Enterprise Applications questions as they arise
• Enrich the knowledge base and known error database in the Business Technology handbook to help with future troubleshooting.
• Navigate assigned applications to support common identity-related tasks such as account creation, password or MFA reset, and other profile-related tasks.
• Provide first-level troubleshooting support for business applications.
• Capture and document troubleshooting steps to help resolve issues if escalation is necessary.
• Provide initial training to Gitlab team members for new technology or applications.
• Use all available support channels to resolve issues, including but not limited to phone, web meetings, collaboration tools, or remote desktop technology.
• Perform scheduled tasks in support of compliance or application maintenance activities.

What you’ll bring: 

• Bachelor’s degree in Information Technology, Computer Science,or other related field, or relevant experience.
• Experience navigating administrative portals for software applications (Netsuite, Salesforce, Google Workspace, Okta).
• Hands-on experience supporting Mac and or Linux.
• Tolerance for repetitive or manual tasks, with a mind for automating said tasks.
• An active/empathic listener
• Experience working on ITSM tools such as ServiceNow, Freshservice, Jira Service Management.
• Experience in using developer tools to isolate between network, personal computer or application issues.