Senior Desktop Support Specialist

 The Role

Mozilla is seeking a Senior Desktop Systems Specialist to be based in our Berlin office. Our business-savvy IT organization needs an enthusiastic advocate for enabling our user’s productivity and driving the Mozilla mission. You will surprise and delight our internal users by ensuring the best technology is available to them both individually and collectively. Mozilla is looking for you to build relationships on the virtual service desk, supporting on premises and remote employees while offering rare abilities to the Service Desk team. You will maintain a positive attitude and the aim to thrive in a dynamic, high-pressure environment.

You will respond well to written and verbal directions, retain ownership of incidents and problems, and provide continuous feedback to customers and IT partners. This entails working with the Service Desk team, Network Operations team, Audio Visual Collaboration team, and the Workplace Resources team while coordinating with outside vendors including the designated AV and telecom companies. You will be configuring and setting up Mac, Windows, and Linux laptops, desktops, desk phones, tablets, printers, and performing conference room checks on AV equipment.

As a Senior Desktop Systems Specialist at Mozilla, you will…

• Administer SaaS applications like Google Workspace, Slack, Atlassian Suite
• Resolve escalated issues in a fast-paced global support environment and provide appropriate follow-up
• Use your problem-solving skills to diagnose and escalate network connection issues
• Identify and determine AV issues with video conferencing software and hardware
• Manage LDAP user account operations and permissions
• Proactively monitor upcoming software releases and patches that affect users
• Assist with remote hands-on support of office infrastructure
• Provide desk-side support for employees who require immediate attention
• Perform software and hardware configuration across several platforms
• Mentor and train other team members
• Document all incidents and requests with detail, accuracy for both accurate metrics and to help build a rich IT knowledge base
• Maintain conference room integrity through appropriate equipment/cable management. Advance housekeeping issues to appropriate parties. Ensure compliance with safety standards

Your Professional Profile

• Demonstrated ability supporting Windows or Macs hardware in a enterprise environment
• 2+ years’ experience in SaaS support (Atlassian, Google Workspace, Slack)
• Ability to work proficiently with minimal daily guidance to meet deadlines
• Effectively manage business and user requirements to determine priorities
• Expertise in supporting various local and network-based printing technologies
• Good communication, analytical, and leadership skills necessary for independent project work
• Excellent problem-solving and troubleshooting skills
• Ensure high quality customer service at all levels
• High level of detail