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IT Service Desk Analyst, Tier 2

  • Austin +4 more
  • Austin +4 more

Job Purpose

As part of Meltwater’s Global IT Service Desk team, the Service Desk Analyst, Tier 2 role has a primary responsibility for implementing and supporting the information technology, hardware, and software applications used by Meltwater employees in performing their jobs. You will provide Meltwater Employees with the technology required to complete their job, ensuring all employee equipment is working as designed, and monitoring core IT systems.

Note: This role is a full-time, non-exempt role. You will have the same level of responsibility and seniority as any other global Tier 2 member of the team.

Key responsibilities:

  • Provide 2nd line IT support for all Meltwater IT infrastructures.
  • Taking ownership and responsibility and follow through
  • You will be expected to own and complete tasks with deadlines on your own.
  • Helping (as necessary) Tier 1 manage Meltwater IT Assets for all employee equipment, including IT asset procurement as needed.
  • Ensuring all office equipment like printers, tablets and AV equipment is working and available in Meltwater Offices.
  • Develop and maintain knowledge base articles for end users, team members and colleagues.
  • Collaboratively work with Tier 1, Tier 3, Solution Delivery, Security, PMO and other Service Desk team members to accomplish similar goals.
  • Be a technical and process mentor for the Tier 1 team providing proactive guidance and support as needed.
  • Be involved in projects related to the Meltwater IT Service Desk Team, whether it be from a design, research, implementation or testing perspective as directed by the IT Service Desk Manager and the IT PMO

Skills & Requirements

Skills & Technology Experience Required:

  • Significant experience and knowledge supporting software such as:

  • Windows 10 & macOS, Apple iOS, Android

  • Office 365 and Google Apps

  • Slack, Zoom

  • Mimecast
  • Apple, Lenovo, HP, Dell, Mobile devices
  • Printers and Scanners , Audio/Visual Systems
  • Network Systems – Cisco and Meraki
  • Azure AD and Microsoft Active Directory
  • Microsoft InTune and Jamf
  • Supporting a Telephony system
  • VPN, Certificate Services, DNS
  • Atlassian technologies
  • Microsoft Windows Server administration on Windows Server 2012, 2016, or 2019 (preferred)
  • Knowledge of various scripting languages (preferred)

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater builds digital intelligence and marketing solutions for a global client base. All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

Have a look at what life is like at Meltwater. We are more than 1500 people across the globe, so there is a lot going on. To learn even more about who we are and what we do, visit our company profiles on Xing, LinkedIn, Facebook, and Twitter.


Neha Garg | Contact Person

I'm interested
Meltwater IT

Austin +4 more
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