Help Desk - IT Support Technician II
With millions of diners, 70,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.
Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.
Overview
OpenTable is currently seeking a Help Desk Tier II for our Global IT Help Desk team, called TechTable. This person will serve as the escalation point for the TechTable team and resolve complex technical problems related to hardware, software, and access. They’ll also lead IT projects and become a subject matter expert on internal tools and systems.
Our ideal candidate is a self-motivated individual with a broad technical skill set and a passion for delivering world-class customer service. This candidate should be very adaptable and ready to work in a fast-paced, global enterprise environment. Additionally, this candidate should possess strong critical thinking skills and the ability to devise solutions to technical or process-related issues in a complex environment. You should be comfortable writing knowledge base documentation, scripting, and working with Windows servers and cloud/SaaS systems. You should also enjoy working closely with other teams in Security, Infrastructure, and Network Operations.
Essential Responsibilities
- Provide a wide range of technical support to end users through chat, email, and remote support
- Lead internal IT projects
- Identify service automation opportunities
- Systems administration (Okta, Azure/Intune, Jamf, Iru, and others)
- Support corporate office systems and teams
- Manage and support Telcomm/Video Conference services
- Test and configure end-user hardware and software
- Support employee onboarding and offboarding
- Create, curate, and revise knowledge base documentation & company-wide technical communications
- Manage your ticket queue with SLAs in mind
Work Environment & Flexibility
At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. The best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. This role aligns with that approach, with an expectation of coming into the office two days a week.
Benefits and Perks
- 5 weeks paid vacation
- Private health & dental insurance
- Work from (almost) anywhere for up to 20 days per year
- Focus on mental health and well-being: Company-paid therapy sessions through SpringHealth, Company-paid subscription to Headspace, Annual company-wide week off a year
- Paid parental leave
- Time off for your birthday
- Paid volunteer time
- Focus on your career growth: Development Dollars, Leadership development, Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Income protection and life assurance
- Employee Assistance Program - including 24/7 GP & free legal advice
- Pension plan contributions
- Discounted gym membership
- Bike2Work
- Season ticket loan
- Social events & Thursday happy hours
- Free lunch 2 days per week
Knowledge/Skills Required
- PC and Mac hardware/software support
- Computer system security & compliance policies
- ITSM and Service Desk management concepts
- Experience supporting GSuite & Office 365
- Experience with workflow tools such as Zapier, Workato, Tines, or similar tools for integration and automation.
- In-depth knowledge of identity access management (Okta)
- Scripting experience (bash, PowerShell, Python, etc.)
- Audio/visual hardware and software support
- iOS and Android mobile device support
- Network troubleshooting experience
- Computer security and threat protection concepts
- Basic project management concepts
- Collaborative attitude - team player
- Patient, positive, and supportive attitude
- Flexibility and ability to multitask in a fast-paced environment
Nice to have
- Business level proficiency in Italian
