Senior Tech Support Analyst

Working at Atlassian
As Atlassian scales, we are seeking a Senior Technical Support Analyst to join our awesome team in Bengaluru, to provide stellar support and service delivery to Atlassians. Tech Support is more than just a help desk at Atlassian - We are a dynamic team, cross-collaborating with different parts of the business, contributing to projects large and small that improve our service delivery to Atlassians - all whilst working in a globally distributed team. Without a doubt, you will play your part in unleashing the potential in every team!
About You
We are looking for someone who is passionate about excellent technical and customer service and has demonstrated experience in a similar role.
Note: This is an On-site position. To help our teams work together effectively, you need to be within easy commute of our Divyasree Bengaluru office which you will need to attend onsite frequently.
Your Future Team
As part of Workplace Technology, Tech Support is a global team with the goal of delivering world-class technology and exceptional customer service to Atlassians - regardless of where they choose to work from. As champions for the end-user, we touch almost everything Workplace Technology does plus more. You will implement, advocate for and support Atlassian's workplace technology footprint, from application administration to collaboration solutions. You'll get to work with other Atlassian teams including products, server, networks, cloud and mobile engineering, customer support and execs, so there is always a new challenge.
Responsibilities
Reporting to the Regional Technical Support Manager as a Senior Technical Support Analyst, you will;

• Evaluate and provide technical support for Atlassians through our support channels (Email, Slack, Jira and in-person) with a focus on support of macOS / Apple hardware, AV and SaaS based applications.
• You will manage relationships with internal Workplace tech teams, vendors and technicians, serving as an internal escalation point for troubleshooting and system repairs.
• A genuine fascination with End user support, AV technology and a passion for delivering exceptional experiences to all levels of end users are essential for this position. You will coordinate with integrators and vendors for builds, refreshes, and maintenance.
• You will periodically need to help plan and manage the AV component of major shows and events using Zoom Webinars and related technologies, both on-site and off-site, sometimes working with external production crews.
• Working with a globally distributed team, sharing knowledge and mentoring junior members through both process and technical expertise.
• Ability to work effectively within a team and autonomously as required, to meet deadlines.
• Create, maintain and share documentation in Atlassian's IT Knowledge Base and the teams internal Knowledge Base.
• Provide lifecycle management of devices including hardware delivery and collections (Onboarding/offboarding employees), hardware sanitization and preparation for redeployment in office.

Qualifications
On your first day, we'll expect you to have:

• Overall, 6 years of experience in corporate IT organization, specifically in Internal/Customer facing Technical Support role with exposure to office support and supporting customer face to face (including End user, mac OS, AV support, collaboration and ticketing tools)
• Epic customer service skills, Problem-solving skills.
• Highly developed communication, interpersonal and administrative skills
• Demonstrated skills in supporting and troubleshooting MacOS, Windows laptops both in-person and remotely.
• Solid experience in supporting office infrastructure including networking infrastructure, conference and meeting room hardware, event spaces & printers.
• The ability to act as a technology leader and subject matter expert on Workplace End user support services.
• 3+ years experience in Mobile Device Management systems such as Jamf & Omnissa Workspace ONE.
• 3+ years experience in support and administration of SaaS applications such as Google Workspace, Okta, Jira, Confluence, Slack and Zoom
• 3+ years of Solid AV experience in a corporate IT organization, specifically in Corporate AV Engineering (including conference rooms, background music, digital signage, studios and town hall spaces)
• Expert-level understanding of video conferencing technologies, including Zoom, Zoom Rooms, Neat video conferencing hardware, training rooms, town hall spaces, QSYS, and other audio/visual solutions.
• A strong passion for workplace collaboration tools and services.
• Experience with IT/AV office builds, maintenance, and refreshes.
• Experience with SSO/Okta implementations for SaaS applications.
• Demonstrable understanding of ITIL Framework and Service Management, Previous experience in using Enterprise level ITSM Tools such as Jira Service Management, ServiceNow.
• Skills in translating complex problems or solutions into simple language for any audience.
• A self-starter who can work independently and is comfortable in a distributed team environment.
• An enthusiastic, technically proficient engineer with a thirst for knowledge and innovation.
• 2+ years of Inventory and Vendor Management experience.
• Relevant certifications or trainings (such as ACSP, MCSE/A, ITIL, CCNA, Google IT Support, gSuite, VM Workspace, etc.).
• Relevant AV certifications (such as CTS, Dante, QSYS, etc.) are a significant plus.