IT Support Specialist

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

Snapchat is the camera used by over 150 million people every day to Snap with family, watch Stories from friends, see events from around the world, and explore expertly curated content from top publishers. In short, we are a passionate team working hard to build the best platform in the world for communication and storytelling.

We’re looking for an experienced IT Support Specialist to join Snap Inc. to help expand our IT presence across EMEA and focus on our Parisian office, along with the remote office locations within the region. This person must exhibit a high level of professionalism while providing superb customer service and exercise sound judgment to provide timely resolution to difficult technical problems. Additionally, they must understand the office culture and maintain excellent relationships with global customers, business partners and IT team members. The ideal candidate will have exceptional troubleshooting skills and be familiar with common operating systems and applications.

What you’ll do:

• Participate in our Executive Services program to provide a direct point of contact for Executives & Executive Assistants in the region

• Provide excellent day-to-day technical support for customers.

• Document, track, and monitor customer problems to ensure resolution in a timely manner through common customer request methods (Ticketing Systems, Chat Software, Email, etc).

• Create processes and documentation that the team can follow for repeatable tasks.

• Drive global information technology projects and drive project deliverables.

• Maintain inventory of equipment and other IT assets and ensure Snap compliance standards are followed.

• Support common IT services: Google Apps, OKTA, Atlassian, etc.

• Maintain relationships with vendors and cross-functional teams.

• Travel up to 10% of the time to relevant global Snap locations, occasionally at short notice.

• Be an advocate of knowledge sharing across IT.

Knowledge, Skills & Abilities:

• 3+ years of experience providing support in a professional IT environment.

• Previous experience supporting VIPs

• Natural problem solver who enjoys identifying ways to make things better.

• Must be able to multi-task and demonstrate sound judgment when prioritizing multiple, competing requests

• Excellent interpersonal skills with a focus on achieving goals through problem solving and collaboration.

• Detail-oriented and process-driven

Minimum Qualifications:

• Bachelor’s degree preferred or equivalent experience

• Familiarity with MDM solutions such as Jamf & AirWatch

• Hands-on experience with ITSM platforms such as Jira

• Experience supporting MacOS, Windows & Linux devices

Preferred Qualifications:

• Experience operating within a globally relevant, fast paced enterprise environment

• Strong verbal and written skills

• Familiarity with with enterprise tools such as Google Workspace, Confluence & Slack