Service Desk Support Analyst

A Little About Us

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability.

Job Description

Reporting to the Global IT Service Desk Manager, this role will provide outstanding IT support for EDB’s global user population of more than 900 employees, globally. The successful candidate will follow industry best practices, policies and procedures to eliminate technical roadblocks and challenges for our employees, thereby enabling them to do their very best work!

What Your Impact Will Be

The employees of Enterprise DB are the customers of our internally facing IT Support teams. Our goal is to provide them with exceptional customer service! Some of the common duties include:

• Ensure that documented policies and procedures are adhered to while servicing requests from our employees.
• Perform routine IT onboarding including account creation, computer setups, and shipping for new employees.
• Engage in periodic hardware technology repairs, retrieval, and refresh processes.
• Respond to all end user IT service requests which will originate via Jira tickets, chat requests, or any method convenient to our users.
• Mac, PC or Linux OS related issues, questions or concerns.
• Google G-Suite access and “how-to” types of inquiries.
• Systems or network access requests.
• New software deployment requests.
• Any other question or technical need which may originate from our employees.
• Escalate issues within the IT Service Operations (or other) teams as necessary.
• Record events and resolutions through standard ticketing and documentation processes.
• Participate in on-call rotation to provide after-hours support for our employees as needed.

What You Will Bring

• Customer Service skills which are 2nd to NONE.
• 2-3 years supporting Mac, Windows and Linux in a medium scale organization (800 + 1000 employees).
• 2-3 years providing 1st tier support for Google Workspace, and MS office
• Strong communication skills, both written and verbal.
• Ability to multitask in a fast paced environment.
• Familiarity with incident tracking/monitoring systems (Jira, Zendesk, Service Now, etc.)
• Education: Bachelor’s degree or equivalent combination of education and/or experience preferred.

What Will Give You An Edge

• Strong communication skills, both written and verbal.
• Experience with domestic and international shipping.
• Knowledge and experience with Desktop Management solutions (WorkSpace One, JAMF, Desktop Central, SCCM, etc).
• Familiarity with incident tracking/monitoring systems (Jira, Zendesk, Service Now, etc.)
• Exposure to task automation (BetterCloud, Okta, Vanta, etc)
• Knowledge of VMware Fusion / Workstation (Mac/Windows).
• Knowledge and troubleshooting experience with Office 365.

EDB is committed to supporting our employees’ overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2024! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.

EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.