IT Operations Specialist III – Avalara

Titulo da Vaga: IT Operations Specialist III

Nome da Empresa: Avalara

Salário:

Localização: São Paulo – SP

Descrição da Vaga: Visão geral:The individual we are seeking for this position will be able to successfully drive solutions to challenging and rewarding IT issues within the business, yet also recognize and coordinate escalation when required. A successful candidate will help drive a positive employee experience through their passion, dedication, attention to detail, and excellent communication skills. They will ensure timely incident resolution and request fulfillment. This individual will provide mentorship to more junior technicians and will partner with GSD Leadership to help drive continuous improvement.The individual we are seeking will maintain effective relationships with users, including the Executive staff and their Executive Assistants. They will act as an escalation point between the GSD and multiple other teams at Avalara.If you are passionate about helping others by making their jobs a little easier while working alongside a team of enthusiastic and driven individuals, we are looking for you!Important to know:

• As this is a position with interaction with international teams, only resumes sent in English will be considered.
• This position is hybrid / São Paulo

Job Duties:The IT Operations Specialist III coordinates, diagnoses, and troubleshoots internal employee issues with technology. They provide escalation based support services to local and remote employees with complex technical problems and information technology issues involving individual device management, and on-prem and cloud-based services.They provide timely resolution of problems or escalations on behalf of customers to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.IT Operations Specialist III is responsible for supporting end-user technologies for Avalara users as well as providing onsite support for our offices. The position supports all company standard systems, applications and software; including, but not limited to:Microsoft WindowsApple OSXOktaSlackJira and ConfluenceMicrosoft Office 365Google DriveEDR ToolingVPNRingCentral VOIP SoftwarePrinters, MFP and Fax devicesZoom Conferencing technologiesReceives requests and issue escalations through the IT ticketing system, via email, Slack, or phone for assistance on complex computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains more junior techs in resolving problems and creates knowledge articles for internal and customer self-service use.Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves/relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops/desktops; manage hardware and software asset listsEnsures quality customer service to Avalara staff; designs processes to improve the support experience and levels of self-service, ensures proper and accurate feedback on technical problems; coordinates communication between user and other IT staff / groups;Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs; identifies trends and looks for efficiencies that can be built into processes and self-service offeringsEscalates advanced technical issues, identifies problems impacting Avalara end users, and works with system owners to resolve these issuesEnsures conformance with established IT and company policies and procedures; drives improvements in workflow, procedures, and processes; and provides on-call escalation support for advanced issuesQualificações:Qualifications

• Bachelor’s degree with 6+ years of help desk or service desk experience
• Unparallelled customer service and people skills of the highest caliber required for Executive support at the C-suite level
• Exceptional quality of communications in emails, tickets and in person interactions
• Advanced troubleshooting and root cause analysis for a wide variety of device platforms including Windows, Mac, iOS, and more
• Experience troubleshooting enterprise level applications, including Active Directory, Azure AD, Intune/Autopilot, JAMF, Office 365, Okta, Google Suite, Slack, and more
• Eager to learn, develop team members, and contribute in a collaborative, fun and fast-paced environment
• Self-starter that brings both interpersonal and creative problem solving skills

Preferred Qualifications

• Intermediate PowerShell scripting experience solving large enterprise challenges
• Technical writing skills for internal and employee-facing documentation, training and content production
• Ability to comprehend and criticize complex device settings and policies
• Ability to suggest improvements in a constructive way and engage partner teams to drive ideas
• Project experience including being responsible for a major effort impacting multiple business units
• Experience with an ITSM tool, preferably ServiceNow
• Fundamental ITIL v4 knowledge

Sobre a Avalara:We’re Avalara. We’re defining the relationship between tax and tech.We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people – there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down – not until we’ve achieved our mission – to be part of every transaction in the world.We’re bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.We’ve been different from day one. Join us, and your career will be too.EEO StatementWe’re an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.

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