The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.
Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences – like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.
We believe every interaction is an opportunity. Are we yours?
Primary Responsibilities
The successful candidate will be responsible for providing internal customer support, troubleshooting and solutions related to end-user Mac and Windows computers, VoIP phone system, video conferencing solutions and other platforms and services. Implement, maintain and monitor performance and health of backend and infrastructure systems within the scope of work.
- Operate laptop and desktop lifecycle at Qualtrics in EMEA region by using the vendor(s) with matching capabilities selected in partnership with Procurement, following the global established process and improving it to match regional conditions.
- Operate computer peripherals provisioning process at Qualtrics in EMEA region by using the vendor(s) with matching capabilities selected in partnership with Procurement, following the global established process and improving it to match regional conditions.
- SQL analytics: being able to turn employee and IT incident and service request data in MySQL database into information useful for optimizing IT services
- Coding: able to interpret brief statements such as HTTPs API calls and write basic SELECT & SELECT with JOIN SQL statements
- Operate and troubleshoot automated processes for laptop configuration
- Manage equipment disposal and recycling in accordance with the current Information Security Policy and country-specific accounting practices.
- Manage IT Asset records, entering information about assets changing state into appropriate systems. Regularly monitor accuracy of asset records for APJ assets and take remedial action to improve accuracy and availability of recordkeeping. Respond to audit inquiries seeking evidence of compliance with audit control objectives.
- Be the primary SME for 1-2 regionally scoped services in the IT portfolio. A service is a tool IT operates in their line of business or a product IT administers for the end users.
- Respond to IT service desk requests and provide solutions based on documentation written by senior team members.
- Educate employees about IT processes and self-service options as part of providing responses to incoming requests
- Support desktop equipment (computers, phones, etc.): triage incoming requests, identify root causes, take remedial action as prescribed by documentation, escalate to senior team members if a case does not fit any of the known solutions.
- Manage the technology component of employee onboarding/departure process: set up laptops for new hires, distribute peripheral equipment according to the established process, monitor incoming tickets for laptop provisioning requests
- Routinely propose updates to problem solving documentation when encountering outdated or absent articles
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Minimum Qualifications
- Excellent command of written and spoken English, being able to understand and be understood by native speakers of American, British and Australian English.
- A minimum of 2 years experience as a 2nd or 3rd tier IT Support Engineer
- A degree in Computer Science, Information Systems, IT, or similar, or practical experience working in IT roles for at least 4 years
- Mac OS X – complete understanding of the UI and user-configurable settings.
- Windows – familiarity with administration of Windows 10 Enterprise OS, Azure AD and Intune
- Network – understanding of network fundamentals, able to describe operation of TCP/IP protocol in general, able to explain the operation of wired and wireless Ethernet networks.
- Experience administering a user directory service – G Suite or Active Directory.
- Apple Business Manager (DEP) – understanding of what it is, how it works and troubleshooting sequence.
- Jamf – understanding of what it is, how it is used at Q and what are the technological limitations of the tool.
- Windows Intune/Autopilot configuration and operation knowledge and experience
- Soft skills
- High EQ – able to recognize emotions of others and find optimal communication strategy to get past emotions to the substance of the matter
- Ability to self-educate on technical subjects, such as programming languages, software packages and service processes.
- Ability to choose the right tool for the job: balance complexity / effort / cost to the outcome.
- Candid yet polite communicator
- Ability to write concise and clear Wiki articles.
- Good time management skills – know what (s)he is spending time on
- Aptitudes
- Curiosity and enthusiasm to learn about IT
- Work ethics: sense of ownership, ready to work on unattractive tasks/projects for the benefit of the company
- Resilience: not to be put down by failure / obstacles / rejection
- Willingness to invest time and effort into building long term relationships with consumers of IT services
- Critical thinking: looking for improvements, not accepting the way things are done for granted
- Ability to plan activities for oneself and others, understand dependencies between own work product and inputs to others
- Analytical ability to dissect a problem and find a root cause
It Would Be Even Better If You Had..
- Zoom system administration skills – understanding account provisioning, permissions, screen sharing prerequisites, Zoom room maintenance.
- Experience with IT asset management systems
- Envoy visitor management system: understanding how it operates, how to install a terminal and troubleshoot
- Supported large laptop environment
Qualtrics is an equal opportunity employer
Qualtrics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
