IT Support Analyst II

1 week ago

Sydney, New South Wales, Australia The Trade Desk, Inc. Full time

The Trade Desk is a global technology company with a mission to create a better, more open internet for everyone through principled, intelligent advertising. Handling over 1 trillion queries per day, our platform operates at an unprecedented scale. We have also built something even stronger and more valuable: an award-winning culture based on trust, ownership, empathy, and collaboration. We value the unique experiences and perspectives that each person brings to The Trade Desk, and we are committed to fostering inclusive spaces where everyone can bring their authentic selves to work every day.

Do you have a passion for solving hard problems at scale? Are you eager to join a dynamic, globally- connected team where your contributions will make a meaningful difference in building a better media ecosystem? Come and see why Fortune magazine consistently ranks The Trade Desk among the best small- to medium-sized workplaces globally.

JOB SUMMARY

The IT Support Analyst IIis specifically focused on providing hands on endpoint device support for THE TRADE DESK internal clients; primarily through face-to-face interactions as well as remote support. Excellent customer support and Helpdesk ticket management are critical responsibilities in this position. The successful candidate will be expected to work in a hands-on capacity as well as leverage direct staff and/or third-party resources as applicable. The position requires broad IT understanding in desktop hardware, networking principals, OS, endpoint management systems, productivity applications, conferencing technology and desktop support to meet the IT department service level objectives. From time to time, the position may include some short term travel to sites in the region for project related activities.

ESSENTIAL FUNCTIONS

  • Provides timely attention to all internal Helpdesk requests, for local and remote based users. Assesses the validity of the requests as they arrive, ensures the details within the ticket are complete and that the impact and criticality of the issue is correctly assessed. Does their best to resolve the issue if able. Re-allocates and/or escalates requests as appropriate
  • Performs daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status. Ensures the requestor stays informed
  • Assists in the support, monitoring, testing and troubleshooting user and PC system related hardware and software problems within the THE TRADE DESK enterprise; including all custom and commercial applications.
  • Deploys, maintains, upgrades or replaces hardware, accessories and application software to meet business needs. Pays special attention to time sensitive business requests and makes smart decisions to ensure minimal user impact for their regular workday
  • Participates in repairs and maintains THE TRADE DESK hardware and other equipment as needed, including desk relocations.
  • Assists with planned maintenance and office events where IT support is required
  • Provides initial incident response for unplanned system outages. Escalates and engages the relevant THE TRADE DESK personnel as appropriate
  • Creates and maintains of documentation for IT standards, policies, procedures and knowledgebase.
  • Assists with supporting video conferencing tools and infrastructure including audio visual systems
  • Makes pragmatic recommendations on system and process enhancements
  • Assists with hardware inventory and asset management
  • Maintains a high level of communication and positive professional relations with our current and/or future vendors and suppliers
  • Leverages best practices approach towards projects, implementations, and issue resolution; ability to provide status updates and reports
  • Responsible for knowing and complying with applicable ITIL processes, Information Security, Regulatory Compliance and other process requirements as they apply to their area of responsibility
  • Other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES

  • Strong troubleshooting and problem solving skills
  • Excellent interpersonal, written, and oral communication skills required
  • Strong customer service and presentation skills
  • Ablility to analyse customer needs and reach acceptable solutions
  • Comprehension and adherence to company procedures and policies required
  • Able to perform effectively with minimal supervision, either independently or as a team member
  • Able to maintain confidentiality of information and systems required
  • Understanding of the deployment of client systems via endpoint management tools such as Jamf, Ninja and Autopilot.
  • Conduct that supports the company's ethics, core values, and compliance programs

EDUCATION AND EXPERIENCE

  • Bachelor's degree in related IT field, or appropriate IT Certification is preferred.
  • 5+ years of experience in a similar hands-on role, assisting onsite and remote users required. Experience with supporting international users a plus
  • Solid understanding of MS Office 365, MS Windows, Mac OS and related hardware including troubleshooting and new system setups.
  • Experience managing Zoom rooms with Logitech hardware or similar
  • Experience working with an IT ticket/request system

SAFETY REQUIREMENTS

  • Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all of our safety policies
  • Must be willing to report safety violations and potential safety violations to appropriate supervisor or management

AVAILABILITY REQUIREMENTS

  • Flexibility: must be regularly available as necessary or desirable to meet business needs.
  • On-site Requirement: Must perform duties onsite, except those job duties which are customarily or by their nature performed offsite (such as meetings, deliveries to designated destinations, or training).

The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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