Technical Support Analyst

Atlassian Corporate Engineering (ACE) is a global team dedicated to unleashing the potential of every Atlassian team by delivering high-value products and services to customers and stakeholders by generating actionable insights, accelerating solutions, and building trusted business partnerships. The team is responsible for supporting company-wide initiatives and driving business growth through AI innovation and collaboration as the best customer of Atlassian.

Your Future Team
As part of Workplace Technology, Global Support is a Level 1-2 team that delivers world-class technology and exceptional customer service to Atlassians. Our team is the in-office component of support

As a Technical Support staff member on the Workplace Technology team, you will be the face of Technical Support and Onboarding for all Atlassians in one of our busiest hub offices. This role puts you in the position of providing Atlassians, both locally and remote with world class Technical Support - as well as organizing, designing and facilitating onboarding training sessions and laptop setup in a MacOS heavy environment for regular new hire groups.

More about this position

Atlassian is full of high-octane, hard-working people building cool things for our customers. You'll join a stellar team supporting the region alongside our L1 Triage team, Executive support, Remote Support, Collaboration and other Workplace Technology teams as you work on the front lines in one of our busiest offices. You'll work to hand off tickets from walk up support to other teams, troubleshoot common day-to-day technical issues with user's laptops and conference room AV while also providing in office onboarding support on occasion. Additionally - However, it's not just about resolving tickets! As a team member, you'll play a bigger part in shaping how support is delivered with process improvements and automations. The team is growing rapidly and with that comes experimentation and automation, two things this role will focus heavily on.

More about you

We're looking for someone who combines technical knowledge with a passion for customer service. You're the kind of person who loves tinkering under the hood with new technologies, and you know how to steer complex technical concepts into understanding for non-technical folks. You don't just accept things as they are, you're always looking for ways to improve team processes. When a problem appears ahead of you, you're relentless in diagnosing the root cause, ensuring it won't slow us down again, and you document your strategies to help the whole team succeed. We need problem solvers, not troubleshooters.

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

• Solid communication, stakeholder management, and customer service skills
• Experience leading projects while maintaining some form of customer support responsibilities
• Familiarity with office telecom systems using Zoom and other AV systems
• Familiarity with some collaboration tools (Slack, GSuite, Mural, Loom, Confluence or similar)
• Experience working with a globally distributed team
• Be a strong self starter - this is a fast paced office with high expectations
• Strong network fundamentals (understanding of wireless protocols, DNS, DHCP, etc)
  
  It is great, but not required, if you have experience with:
• Experience training / onboarding new hires
• Expert level experience with macOS, or windows (or both)
• Strong experience supporting Windows 10/11
• Some knowledge / experience with JAMF or other MDM solutions
• Experience with SSO platforms like Okta / idaptive
• Experience providing support to executive/c-level stakeholders
• Admin access on SaaS tools like Canva, Zoom - etc