The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.
MongoDB is seeking the newest member of the Office IT Team. You will join an existing team that provides technical support for all of our EMEA offices and remote staff.
Our goal is to maximize the efficiency of our colleagues through the use of technology. This means we split our time between providing top-notch end user support, and developing smart solutions aimed at simplifying complicated day-to-day tasks.
Our team manages all elements of internal office tech infrastructure, including: email administration, employee onboarding, network administration, security access, asset management, and more. You will have the opportunity to design, implement, operate, and troubleshoot the systems, services, and tools we own, in both physical and cloud-based environments.
We believe strongly in personal growth and mentorship so your ability to succeed is directly related to your desire to grow.
We are looking to speak to candidates who will be based onsite in our Barcelona office.
Candidate Profile
Our ideal candidate will have:
- Experience: Three years of experience providing technical support to end-users, including troubleshooting hardware and software issues, managing user accounts, and maintaining documentation
- Language Skills: Proficiency in English necessary for effective communication with colleagues and end-users
- Technical Growth: Demonstrated desire to grow technically and stay updated with emerging technologies and best practices
- Platform Familiarity: Hands-on experience with Mac OS, Windows Desktop Operating Systems including system configuration, troubleshooting, and administration tasks
- Diagnostic Skills: Strong diagnostic/troubleshooting abilities with real-world technical issues, with a track record of resolving complex problems efficiently
- Automation Focus: Strong inclination towards automation, with the ability to identify opportunities for process improvement and automate routine tasks using scripting languages like Python or automation tools
- Communication Skills: Clear and concise communication of complex technical topics to diverse audiences, both verbally and in writing
- Calm and Empathetic: Naturally calm and empathetic demeanor under pressure, with the ability to maintain professionalism and focus on problem-solving during challenging situations
- Multitasking Ability: Ability to manage multiple tasks concurrently, prioritize effectively, and adapt to changing priorities in a fast-paced environment
- Travel: Willingness to travel within EMEA, for onsite support, training sessions, or team meetings
- Experience with Technologies: Experience with Slack, Zoom, Confluence, JIRA, Zendesk, Google Apps, JAMF, Airwatch, and Oomnitza, with proficiency in using these tools to support end-users and streamline processes
Position Expectations
- Support Colleagues: Assist colleagues in maximizing their technological efficiency by investigating and troubleshooting issues, providing guidance, and sharing best practices
- Technical Leadership: Provide training sessions for colleagues on using various tools and technologies effectively, and develop self-service resources such as knowledge base articles and video tutorials
- On-Call Support: Participate in on-call support rotations, including off-hour maintenance and upgrades, to ensure uninterrupted service availability
- System Support: Provide proactive support for network, and audio/visual systems, including setup, configuration, and troubleshooting for company meetings and events
- Device Management: Configure, deploy, and maintain user devices and accounts, emphasizing automation wherever possible to streamline the provisioning process and enhance user experience
- Documentation: Maintain detailed documentation of work completed, including troubleshooting steps, solutions implemented, and lessons learned, to contribute to the knowledge base and improve user guides
Success Measures
The IT Specialist will be successful in this role when they can execute the following strategic tasks/responsibilities
Within 3 Months:
- Technical Competence: Demonstrate proficiency in handling day-to-day IT tasks independently, including troubleshooting user issues, configuring devices, and managing user accounts
- Personal Growth: Show progress in acquiring knowledge of the services and technologies deployed within the organization, actively participating in training sessions and seeking opportunities for skill development
- Customer Service: Provide responsive and effective technical support to end-users, ensuring timely resolution of issues and maintaining high levels of user satisfaction
Within 6 Months:
- Problem Solving: Identify and propose solutions to inefficiencies within the support environment, implementing process improvements and automation to enhance productivity
- Efficiency Mindset: Begin thinking strategically about efficiency, actively contributing ideas and initiatives to optimize workflows and streamline support processes
- Communication: Effectively communicate team challenges and support solutions internally, contributing to the development of self-service resources and knowledge base articles
Within 12 Months:
- Advanced Proficiency: Achieve advanced proficiency in technical skills, becoming a subject matter expert in specific areas such as networking configurations or automation scripting
- Innovation: Implement novel solutions to complex technical challenges, leveraging advanced techniques and technologies to enhance service delivery and user experience
- Research and Development: Continuously research and analyze feedback from internal customers and system metrics, driving ongoing improvements in IT services and processes through automation and optimization initiatives
To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB is an equal opportunities employer
