Helpdesk Technician

3 months ago

Sydney, Australia HubSpot Full time

**Who are we?**

HubSpot is not just about products; we're about people and their growth. Our market leading marketing, sales, and customer success software is leveraged by hundreds of thousands of businesses around the world. It's our mission to not just help them grow, but to help them grow better.

**What's the role?**

Helpdesk Technicians are the face of support within the Business Technology team and passionate advocates for HubSpotters' technology experience. On the frontline of resolving technical issues, they identify and address interruptions and friction, driving their peers and support teams to implement lasting solutions. Top performers are persistent problem solvers with a deep interest in business operations and relationship-building. They empower employees to excel by proactively finding and implementing team-based solutions. Regardless of the domain, they continuously enhance their technical and professional skills to meet HubSpotter needs more efficiently.

**As a Helpdesk Technician, you will**:

- Provide high-quality first response on technical issues in a user-centric, HEART-oriented way, including setup, maintenance, and troubleshooting of PCs and Macs.
- Manage and prioritise your work streams effectively, ensuring full-service support by resolving issues and educating users on new features and self-service opportunities.
- Analyse interruption and friction trends in your domain, collaborating with Senior Technicians, Admins, and Analysts to drive down incidents and implement corrective actions.
- Partner with the greater BizTech organisation for escalations, new technology roll-outs, and adhere to HubSpot's Security, Compliance, and Data Privacy requirements.
- Work with other departments and vendors for procurement and support-related tasks, ensuring a seamless new hire experience through thorough equipment preparation, documentation, and feedback to supporting teams.
- Stay updated on the latest IT technologies and industry trends, and contribute to project work that delivers value to end-users and the IT team.

**Are you our next Helpdesk Technician? You are**:

- **Tech-Savvy Problem Solver**:You possess a strong working knowledge of computer systems, hardware, and software. You have mastered the setup, maintenance, and troubleshooting on Macs and PCs, with solid experience in operating systems like OS X and Windows 10.
- **Efficient Time Manager**:You excel at managing your ticket queue and other tasks based on business impact and time requirements.
- **Proactive Issue Finder and AV Experience**:You have a knack for identifying and solving issues proactively, aiming to reduce future occurrences, with experience using AV equipment a plus.
- **Empathetic Communicator**:You have excellent communication and interpersonal skills, maintaining empathy and the ability to see from a user's perspective when approaching problem-solving. Fluency in written and spoken English is crucial.
- **Independent and Collaborative**:You can work independently and as part of a team, embodying HEART values.
- **Growth Mindset**:You are someone who has a growth mindset, continually seeking to improve your technical and professional skills and adapting to new challenges.
- **Additional Skills**:Vendor management, experience in IT Asset Management, endpoint/user computing experience, ITIL Certification (plus), and ability to run events/webinars with AV equipment (plus).

**What are the benefits?**
- World class new hire training and onboarding
- Education allowance up to USD$5,000 per annum
- Unlimited Time Off Policy
- Healthcare and fitness reimbursements
- Opportunity to work with amazing colleagues who embody HubSpot's HEART core values
- Primary Caregiver Leave (16 weeks) and Secondary Caregiver Leave (6 weeks)

Check out the HubSpot Website to see all our wonderful benefits & perks.

HubSpot culture is driven by a shared passion for our mission and metrics. It is a culture of amazing, growth-minded people whose values include using good judgement and solving for the customer. Employees who work at HubSpot have HEART: Humble, Empathetic, Adaptable, Remarkable, Transparent.

Join us at HubSpot Australia and be a key part of transforming how our team members experience and work with technology

**_ If you need accommodations or assistance due to a disability, please reach out to us _**_using this form_**_._**_ This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process._

**_ Germany Applicants:_**_ (M/F/d) - link to HubSpot's Career Diversity page _here_._

**_ India_**_ Applicants:_**_ link to HubSpot India's equal opportunity policy _here_._

**About HubSpot**

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our

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