Senior Helpdesk Specialist

Every day, the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk, as outnumbered security teams struggle to secure mountains of code. This is where Snyk (pronounced "sneak") comes in. Snyk is a developer security platform that makes it easy for development teams to find, prioritize, and fix security vulnerabilities in code, dependencies, containers, and cloud infrastructure — and do it all right from the start. Snyk is on a mission to make the world a more secure place by empowering developers to develop fast and stay secure.

Joining Snyk means embracing our core values: One Team, Care Deeply, Customer Centric, and Forward Thinking. As a member of our team, you'll have the opportunity to thrive in a dynamic environment where fostering collaboration, leading with empathy, driving business impact, and inspiring trust are at the heart of everything we do.

Our Opportunity:

As a Senior Help Desk Specialist, you'll be administering our key tools and platforms, maintaining your local office infrastructure (networking and video conferencing equipment), and collaborating with all of Snyk's departments to ensure their systems are running smoothly. Senior Help Desk Specialists take ownership of tasks of increasing complexity (for example system design and implementation, advanced technical support requests). They complete tasks with minimal guidance and direction from others. They also develop mastery in one or two technical areas, and begin to identify an area of specialization within CIS.

You'll spend your time:

Handling complex technical issues and escalates problems to higher-level support when necessary.
Developing and implementing IT support processes and procedures for improved efficiency and customer satisfaction.
Handling IT support cases from fellow Snykers.
Collaborating with other CIS teams and with stakeholders to troubleshoot and resolve system-wide issues, contributing to overall system and infrastructure improvements.
Providing user support, training, and documentation to ensure effective utilization of systems & tools.
Administering SaaS platforms (Okta, Slack, Google Workspace, Cisco Meraki, and Zoom) in Snyk.
Managing employee onboarding and offboarding tasks.
Maintaining local office infrastructure.
Writing and maintaining a working knowledge base. Supports in-office events.
Developing ideas for improved workflows within the team.

What you'll need:

3-5 years of relevant experience as an IT Specialist, Helpdesk Specialist, or System Administrator.
Experience with supporting MacOS in an enterprise environment.
Experience with Slack, Okta, Jira, Zoom and Google Workspace administration.
Experience in supporting office infrastructure (networking and AV).
Experience in handling employee onboarding tasks (hardware, accounts).
Have networking experience (Cisco Meraki).
Have experience with MDM solutions (JAMF, Intune, JumpCloud,Meraki MDM).
Have experience using data to illustrate support trends.
Proficiency in understanding the relevant hardware and/or software technologies, including its features, functionalities, and capabilities.
Knowledge of managing user profiles, roles, and permissions to ensure data security and appropriate access control.
Ability to provide basic customization to end-users and/or clients within the relevant platform, system, or tool based on incoming requests.
Ability to analyze and resolve complex technical issues, both hardware and software-related, with a logical and systematic approach.
Skilled in multitasking, prioritization, and managing projects in a fast-paced environment.
Advanced communication skills to interact with end-users, understand their IT-related problems, and provide effective technical support in a friendly and professional manner.
Experience in taking ownership of assigned tasks and projects, seeking guidance when needed, and showing an emerging willingness to take initiative in contributing to strategic initiatives.

We'd be lucky if you:

Have worked in a DevSecOps or Security company before.

#LI-TF1

We care deeply about the warm, inclusive environment we've created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you're the right person, do apply anyway!

About Snyk

Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work/life blend, we aim to support our employees along their entire journeys here at Snyk.

Benefits & Programs

Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.

Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development
Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers
Health benefits, employee assistance plans, and annual wellness allowance
Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances