IT Support Analyst

Job Description

Want to help millions of people think better?

reMarkable is a Norwegian tech company on a mission to help people all over the world to find focus in a distracted world. We recently confirmed our status as Norway's latest unicorn, with almost 400 employees in Oslo and more than a million devices sold worldwide. In what feels like no time, we've gone from a small startup finding its way to being one of the fastest-growing companies in Europe.
Following the successful launch of the reMarkable 2, which was named one of TIME's top 100 inventions of 2020, our subscription service Connect in 2021, and the Type Folio in 2023, we've set ourselves exciting growth and product development goals for the coming years.

With a brand new campus opening in 2024, and exciting products and services in development, we need new colleagues. and that's where you come in.

Are you ready to join the exciting growth of a truly unique tech brand?

About the role

The Support & Operations Team was established in 2022 and we intend to grow the team in time for our move to the exciting new campus in 2024. The IT systems tribe at reMarkable is responsible for the IT strategy, IT architecture, and for developing and maintaining the IT solution portfolio that will secure our global growth. You will be very visible in the organization as one who makes things happen. As we move into the new Campus you will be involved in setting the technical facilities to ensure everyone’s experience of IT in the new building is that everything works as good as, or better than expected! Reporting to the Head of IT User Support & Operations and working closely with our System Administrators you’ll service people’s IT related requests and troubleshoot their IT challenges. Your role will involve the following:

• First and Second line user support via phone, mail and chat, and engage with users, sponsors and other stakeholders

• Register and follow up on Incidents and Service Requests in Jira Service Management to document, prioritize and act on IT user support needs

• Contribute to improving our knowledge library and to growing zero line support

• Operating and supporting ticket handling and project management tools

• Comfortable and competent working in English

• Procurement, configuration and deployment of client hardware and software

• Onboarding and offboarding of employees and consultants

• User administration

• Software license administration

Further tasks and responsibilities

• Contribute to IT operations, such as client device management, and on-site infrastructure, like network and servers

• Support and maintain core business applications and related infrastructure.

• Provide and maintain documentation of processes and deliver training

• Contribute to continuous improvement of procedures and system configurations