IT Support Technician

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.

What is The Role:

We're always on the search for amazing people. The IT Team consists of people who have real passion for what they do and are masters at their craft. We reflect the larger company philosophy, to solve data problems, but focus internally on the systems we build and the internal partners we support. Agile in our processes, we strive to push the boundaries of our best-of-breed platforms to build a world-class systems operation. Our team thinks smart, strategic and scalable, and will push you to do the same. As the IT Support Technician, you will be part of a growing team to deliver customer service to our internal Elastic partners. Job responsibilities will include on-boarding, providing support to our users, and supporting the local office IT infrastructure.

PLEASE NOTE: This role will work from our Austin office 4-5 days per week.

Let's talk if you:

• Are a fast learner and have a broad set of technical skills - Mac (majority of our laptops), Windows, Linux
• Have a passion for improving and automating processes
• Possess excellent customer support skills
• Have the ability and interest in working in a fast-paced, high-growth setting with a positive approach
• Have worked with multicultural and geographically distributed teams

What You Will Be Doing:

• Deliver the highest level of customer service in a distributed environment with a focus on helping people resolve issues as the first point of contact
• Update, maintain, and dispatch tickets routed to our ticketing system
• Onboard new employees, from setting up accounts, equipment procurement and equipment hand-off
• Installation, configuration and maintenance of laptops, network devices, printers, VoIP phone system and other office equipment
• Track hardware and software inventory
• Continuous review of business and IT processes, technologies, deployments and make recommendations for improvements
• Document and train users on IT systems and standard methodologies
• Provide A/V support
• Coordinate with external vendors to service or repair equipment
• Patch management on corporate infrastructure

What You Bring:

• Superb communication, documentation and customer service skills
• 2+ years of experience providing IT support in a corporate environment and troubleshooting of Mac OS platforms and Windows operating systems
• Ability to work independently or collaboratively
• Experience in cloud hosted solutions (G-Suite, OKTA, Netsuite, Salesforce)
• Experience working with Cisco Meraki, HP, and other network solutions
• Basic knowledge of routers, switches, firewalls, wireless access points, ISP
• Understanding of network protocols (TCP/IP, addressing, DNS)
• Familiarity with device management systems (JAMF, Meraki)
• Familiarity with IT compliance and change management concepts is a plus
• Travel when needed to support remote offices (less than 5% of the time)
• Must be able to lift up to 50 pounds

Additional Information - We Take Care of Our People:

As a distributed company, diversity drives our identity. Whether you're looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn't matter if you're just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with a minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws; view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Elasticsearch develops and distributes technology and information that is subject to U.S. and other country export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People's Republic ("DNR"), and the Luhansk People's Republic ("LNR"). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

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Compensation for this role is in the form of base salary. This role does not have a variable compensation component.

The typical starting salary range for new hires in this role is listed below. In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below.

These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.

An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.

Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.

The typical starting salary range for this role is:

$84,400-$114,300 USD

The typical starting salary range for this role in the select locations listed above is:

$84,400-$114,300 USD