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Employment type:
Full time
Experience required:
Senior
Salary
Salary not provided
About the company:
Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.
As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.
Responsibilities:
- Respond to and resolve complex Level 2 IT support tickets for all employees (onsite and remote) – Technology and Applications
- Field end-user calls, live-chat requests, take remote control of the end-user device, and provide advanced remote IT support and troubleshoot IT/Desktop issues
- Monitor service desk queue and complete day-to-day service desk activities to assure timely service delivery and customer support with a high degree of quality
- Provide the first line of defense for end-user computing support within IT
- Provide P0 remote IT support for the critical business applications users and senior leaders of the organization
- Documentation of IT knowledge base for internal IT use or broader employee reference as appropriate
- Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users
- Initial troubleshooting of the network issues – Port testing, Bandwidth monitoring, Shared drive issues, etc.
- Incident and Service request Management – Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
- Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
- Provide after-hours support as per the business demand – Travelling users in different time zones and other IT Infrastructure changes
- Help develop IT tools and processes to promote efficient and effective end-user support practices
- Set up new user accounts and workstations
- Support office technology – such as printers, video conference units, and digital whiteboards
- Collaborate with remote IT team members to build and maintain positive, productive team relationships
- Develop positive relationships with the business and other functions involved in downstream technical processes
- Look to improve all aspects of the It Service Desk functions continually
Qualifications:
- At least 4-6 years of relevant (IT Service/Help Desk) work experience required
- High School education required – Bachelor’s degree preferred
- ITIL Foundation certification is required or acquire the certificate within 90 days of joining
- Possess at least one technology certification – CompTIA A+/Network+, ACMT (Apple), HDI-CSR, MCSA-Windows 10/Microsoft 365, or Others
- Strong written, verbal communication and customer service skills are a must
- Flexible and Positive mindset to participate in the rotational shifts to cover 24x7 IT support model
- Provide professional and empathetic technical support to our end users while managing the service request queue
- Help keep our end users productive by documenting, monitoring, and resolving issues quickly.
- Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
- Support Experience with Office365, all leading browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives
- Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
- Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
- Tech Savvy – Ability and passion for learning new technology and tools
Equal Opportunity
Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.
Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [email protected].
Candidate Data Privacy
Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.
Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services.
Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.
Please note that we are currently not accepting applications from third party application services.
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