About Glia
Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create fantastic customer experiences. When human abilities such as problem-solving, creative thinking, and relationship-building are enhanced with technology... magical moments happen.
IT Support Specialist
We're growing rapidly and seeking a highly motivated IT enthusiast to join the team. If you have what it takes to thrive in a fast-paced, dynamic, fast-growing startup, keep reading!
Overview
As an IT Support Specialist at Glia, you will play a key role in ensuring the success and satisfaction of our employees by providing prompt and effective technical support. You will collaborate with Glianeers across different departments within Glia, working particularly closely with the Security & Compliance and People Operations teams. This role involves monitoring and addressing the daily Tier 1 ticket queue and is essential for maintaining employee productivity and organizational efficiency. This is a hybrid role with an expectation of 3 days per week in the office.
Responsibilities
- Monitor and address Tier 1 ticket queues, managing the day-to-day resolution of software and hardware issues, and providing advanced troubleshooting for recurring problems.
- Provide frontline IT support, resolving common issues related to hardware, software, networking, and enterprise tools.
- Assist the team with onboarding and offboarding duties, including equipment provisioning, collection, and account setup in various SaaS applications.
- Perform administrative tasks for core IT systems (e.g., Google Workspace, Okta, Slack), including password resets, setting up distribution groups, fielding access requests, and more.
- Assist with the maintenance and support of physical IT infrastructure, including office networks, peripherals, and workstation hardware.
- Maintain technical documentation for common issues and procedures to improve end-user self-service and team efficiency.
- Support IT inventory and asset lifecycle management by accurately tracking and ensuring the availability of IT assets.
- Provide employees with training, resources, and guidance to improve digital literacy and increase effective use of IT tools.
- Stay current with industry trends and emerging technologies to enhance personal IT capabilities.
- Other tasks and duties as assigned by leadership.
Technologies You'll Work With
- Google Workspace
- Atlassian products: Jira, Confluence
- MDM: Jamf, Scalefusion
- Communication: Slack, Zoom, Gong
- Okta
- AWS
- GitHub
- Slack
- and many more!
Requirements
- Hybrid role (3 days in-office) based in Tallinn.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2+ years of experience in IT support or a related technical role.
- Strong understanding of desktop and end-user security best practices and common compliance requirements.
- Good problem-solving skills, with a focus on resolving common and recurring technical issues efficiently.
- Outstanding communication and interpersonal skills, with the ability to work effectively with both technical and non-technical audiences.
- Ability to handle ambiguous tasks and think outside the box to resolve support issues.
- Willingness to learn and grow with the team.
- Proficiency in English (reading, writing, and speaking).
