At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.
The Role
Bitly is looking for a Helpdesk Technician who will independently manage the inbound ticket queue for service requests from all Bitly employees. This Helpdesk Technician will independently manage a high-volume of requests from employees with a strong attention to detail and effective prioritization. As a member of the IT team, you understand when to escalate complex issues as necessary and document all daily communication transactions, details and solutions. You need to be a highly detail oriented and analytical individual to accurately capture employee interactions and close out submitted tickets in a timely manner.In this role you will serve as the first point of contact for employees seeking technical assistance so you should have excellent interpersonal and communication skills.
Your team will rely on you to diligently follow policies and procedures for consistent work delivery and InfoSec auditability.
What You'll Do
- Manage Help Desk tickets in a timely manner with high prioritization
- Support employee on & off-boarding processes and execute related tasks
- Follow up with internal users to ensure issues are resolved
- Maintain user profiles in multiple tools and prepare onboarding for new resources
- Audit web applications regularly for proper licenses and contract utilization
- Produce internal process documentation and write how-to articles
- Generate internal user audit reports
- Document customer interactions meticulously
- Run diagnostics to resolve reported issues
- Escalate issues to the next tier when necessary
- Install, make changes, and repair computer hardware and software
- Remotely monitor systems and proactively troubleshoot endpoints with outdated security patches or antivirus definitions
Who You Are
- 1+ years of experience working in an IT Service Desk environment
- Troubleshooting experience with Apple or MS computers
- You have pronounced customer and service orientation
- Excellent oral and written communication skills
- You are detail oriented in order to keep detailed notes on tickets
- You are highly organized to keep Help desk tickets in order
- You have the ability to diagnose and resolve basic computer technical issues
- Experience with Google Workspace (previously GSuite)
- Experience working with Atlassian JIRA Service Desk
- Experience with Active Directory
- Experience with Apple MDM such as Mosyle Fuse, Addigy, or Kandji
- Experience with Shell scripting
- Experience with Linux based systems
- Experience working with remote teams across time zones and global locations
What Bitly offers on Day 1!
- Competitive Salary + Stock Options
- 30 days paid vacation and 2 annual recharge weeks
- Flexible working hours and remote working model
- Wellness reimbursement program
- Enhanced care for reproductive health, family planning, pediatrics with Maven
- Robust mental health support and Employee Assistance Program (EAP) with confidential counseling services through Lyra.
- Impactful community building through our Employee Resource Groups
- Global DEI training programs and guest speakers throughout the year
- Partial cell phone and WiFi service reimbursement
- Full support for remote work, including a €500 home office stipend
- Budget for professional development opportunities, including courses and conference attendance
- Coworking reimbursement - €350 on a quarterly basis
Eligibility & Closing
Applicants must be currently authorized to work in Germany on a full-time basis and in the Berlin area.#LI-MN1 #LI-Remote
Compensation
The salary range for this role takes into account a wide range of factors considered in making compensation decisions including, but not limited to, skill sets, tenure in role, experience and training, licensure and certifications as well as other business and organizational needs.Pay Range€39.180—€58.775 EURAt Bitly, it is not typical for an individual to be hired at or near the top of the range for their role. Realistic expectations for a first-year employee's salary will likely fall closer to the mid-point of the provided range.
Our Values
- Be a Catalyst. As an innovative technology company, we build our products to be a catalyst for connection and encourage our team to be catalysts for meaningful impact both at work and in the world
- Take Ownership.In our highly collaborative culture, Individual accountability is critical. We depend on each other to solve our customers' most challenging problems and celebrate the wins together
- Champion Diversity, Equity & Inclusion.Our product connects people of all backgrounds and abilities. And our company is built on the belief that our differences make us better and that everyone deserves the opportunity in which to thrive
- Show Integrity.We don’t cut corners. We don’t look for the easy way out. We approach every day with a shared mindset - let’s do the right thing, even if it’s the harder thing
- Have Fun. Whether your time is here is as short as a Bitly link or as long as the links your grandma sends you, we want your experience at Bitly to be fun and memorable. We hope the connections you make here last a lifetime
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Bitly also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office.
Whether blatant or hidden, barriers to success have no place at Bitly.
