IT Support Specialist

London /
IT โ€“ IT /
Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each otherโ€™s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups โ€” women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

Outreach is growing super fast! We hired 800+ Outreachers last year. The EMEA region has been growing at 100%+ YOY. What are you waiting for? Join the ride ๐Ÿš€

About The Role
Outreach is looking to round out our Core IT Service Desk with a motivated, customer-service focused IT Support Specialist for our London office. You are passionate about people, have a bias towards action, and practice extreme ownership of your shop. You are also passionate in implementing your prior IT service and operations fundamentals at a fast-paced technology company while simultaneously building new skills and being exposed to new opportunities. Your mission will be to provide world class IT support and excellent customer service in the resolution of IT support issues.

Your Daily Adventures Will Include

    • Respond to service desk tickets and provide solutions for reported customer problems
    • Triage and resolve all Tier 1 & 2 support requests and escalate higher-level requests appropriately
    • Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation if required
    • Monitor internal ticketing system notifications for proactive response and communication 
    • Assist with service desk projects, complete tasks and ensure they are completed on time and to specifications
    • Troubleshooting and support for all end user issues: mobile, desktop, audio/video, peripherals, etc
    • Prepare desks for new employees and assist as needed with equipment moves
    • Create how-to guides and maintain documentation
    • Re-purpose and refurbish equipment for future employee use

Basic Qualifications

    • 1-3 years Service Desk Experience, with strong experience in ticket workflow and queue management
    • Excellent customer service skills
    • A solid background in troubleshooting & managing macOS and Windows
    • Experience with G-Suite, Zoom, Slack, Office 365
    • Ability to prioritise and address multiple tasks in a dynamic work environment
    • Excellent written and verbal communication skills
    • Ability to participate in a schedule that may include after hours and weekend support
    • Experience using Intune, Meraki, JAMF, Jira and Trello is preferred
    • Full time onsite schedule (M-F) in our Downtown London Office
    • Ability to travel to Outreach Satellite Offices (Prague, Atlanta, NYC, Seattle, Indianapolis) to provide support if necessary. Typically 1 or 2 weeks out of the year if at all
Why Youโ€™ll Love It Here

โ— Highly competitive salary
โ— Amazing open area working space with a gorgeous rooftop in the heart of Shoreditch
โ— Hybrid working policy
โ— Dog friendly office
โ— 25 days holiday + 8 bank holidays + 12 Refresh Days*
โ— *1 personal refresh day off per month for mental health awareness, according to the schedule of the department [play full out / rest full out]
โ— Outreach contributes with monthly contribution towards your pension
โ— Private medical care for employee and spouse/family with Program Health Plus
โ— Cashplan is offered through Medicash to help offset out of pocket medical related expenses
โ— Dental coverage
โ— Life insurance at 4x annual salary
โ— 16 weeks of annual top up maternity leave pay or 12 weeks of fully paid paternity leave. Upon return to work, parents will receive a stipend to use for doula and food
Delivery to be used in the first six months of birth.
โ— Opportunity to be part of company success via equity programme
โ— Company-organised and personal paid volunteer days to support the community that
supports us
โ— Diversity and inclusion programs that promote employee resource groups like OWN
(Outreach Womenโ€™s Network), AAPI, Rainbow  (LGBTQIA+), Gender+,  LatinX, OBX (Outreach Black Excellence), Disability Community, and Veterans
โ— Employee referral bonuses to encourage the addition of great new people to the team
โ— Fun company and team outings because we play just as hard as we work