IT Support Specialist (EMEA)
Hotjar
Please do not apply for this role if you are not physically located in Europe, Africa or the Middle East (UTC-1 to UTC+3). While this is a remote position, we can not consider candidates that are not based in these regions. You can find a detailed explanation in our Recruitment FAQs.
At Hotjar, we're creating Product Experience Insights software for digital product teams. We help show how users behave and what they feel strongly about, so product teams can deliver real value, fast.
Reporting to the Business Operations Lead, we're looking for an IT Support Specialist to manage our IT tools, processes, and support for our internal team of 220+ team members spread throughout Europe, Africa, and the Americas (35+ countries in total). We use 100+ SaaS tools in a fully remote environment on a mix of Mac, Windows, and Unix-based operating systems on our laptops.
This is our first dedicated IT support role and you will be building many processes from scratch, working on a wide range of IT projects including ordering and configuring laptops, configuring event tools, and rolling out request systems to our team. You'll work collaboratively with everyone from our Business Enablement Engineering team to our Brand and People Ops teams. We're looking for someone who's hands-on, enjoys IT support, and can think operationally.
You Will:
- Manage the configuration of and access to company tools
- Manage laptop procurement, laptop stock, refresh cycles, and laptop disposals
- Remotely provide day to day support to our remote team including technical assistance across software and hardware issues
- Prepare guides and documentation on best practices for our laptops and internal tools
- Collaborate with our internal engineering teams and Operations teams to build automation and streamline processes
- Provide IT technical support at company-wide events
Requirements:
- 2+ years of IT support experience
- Ability to troubleshoot common hardware and software issues
- Willingness to do detailed and administrative tasks
- Experience providing 'remote assistance'
- Proficiency with Windows and Mac OS operating systems required, (Unix / Linux experience is a plus)
- Desire to work in a respectful, transparent, and collaborative work environment, following Hotjar's company values, culture and ways of working.
- Must submit to a background check confidentially processed by our third-party.
Compensation Range:
The compensation range for this role is €55,000 to €80,000 annually. This was established after performing market research and is aligned with our approach to compensation. We encourage all candidates to read our Recruitment FAQs to further understand our approach to compensation and how we structure our contracts.
In addition to the monetary compensation, we provide all team members with an assortment of unique and popular perks chosen to reflect our values and ideals, be it encouraging constant learning with our Personal Development Budget, a great work/life balance with the annual leave and Holiday Budget, or a happy, healthy team with our Wellbeing Budget.
Hotjar pledges to be a harassment-free and discrimination-free company, committed to equal opportunity. We believe people from different backgrounds, with different identities and experiences, make our product, and our company, better.
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