IT Support Admin

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale - unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data - securing and protecting private information more effectively - Elastic's complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

As an IT Support Admin, you'll play a key role in ensuring our technology runs smoothly and efficiently, and you'll be the go-to person for troubleshooting and resolving everyday tech issues that support our team's productivity. This position allows you to engage in a variety of tasks, from maintaining systems to assisting colleagues with tech-related queries, all while working in a collaborative environment where your input is valued. If you enjoy problem-solving and have a keen interest in technology, this could be a great fit for you.

• Respond to technical support requests from team members and diagnose hardware and software issues. Provide timely solutions and assist in training users on new technologies and tools. Document all support inquiries and resolutions, manage the office network and peripherals, and collaborate with vendors for hardware procurement.
• Monitor system performance and address potential issues promptly. Analyze system logs to detect errors and irregularities. Document any configuration changes and maintain an inventory of hardware components and software licenses.
• Identify and resolve network connectivity issues promptly. Configure and test network devices while performing regular assessments of network performance. Implement and manage security protocols to protect the network, and collaborate with external vendors to enhance network capabilities.
• Assist users in troubleshooting software issues and provide guidance on best practices for effective software usage. Facilitate onboarding by educating new team members on IT tools and communicate important updates regarding technology systems. Gather user feedback to enhance IT services and support processes.

• 2+ years in a technical support role within a corporate environment
• 2+ years troubleshooting hardware and software, including repair
• 1+ years in network configuration and administration
• Experience with cloud-hosted solutions (Google Workspace, Okta, NetSuite, Salesforce)
• Experience working with Cisco, Meraki, HP, and other network solutions
• Hands-on experience with common office peripherals (printers, scanners, etc.)
• Experience with hardware and software inventory management
• Proficiency in Windows and macOS operating systems
• Knowledge of network protocols (TCP/IP, DNS, IP addressing), routers, switches, firewalls, and wireless access points
• Familiarity with device management systems (JAMF, Meraki, Intune)
• Ability to analyse system logs to identify performance issues
• Proficiency in ticketing systems for managing support requests.
• Basic scripting experience (PowerShell, Bash, or Python) for automating repetitive IT tasks.