IT Support Specialist

Your New Role and Team
Sanctuary, a world leader in building AI-based control systems for humanoid robots, is looking to hire a skilled and motivated IT Support Specialist to join our Enterprise IT team. Reporting to the Director of IT, you’ll gain a comprehensive understanding of our infrastructure and services and will support the ongoing maturation of the business.

The best candidates for this IT Support Specialist role will be excellent communicators, who are organized, comfortable with rapidly changing priorities, and passionate about delivering excellent customer service to a variety of internal staff.

Top candidates will also bring a decisive, action-oriented approach to their work - they thrive on “getting things done” in a fast-paced dynamic environment. They will enjoy facing new challenges, resolving them, and contributing to our ongoing technical development and maturity by bringing their ideas for improvements.

You’ll be a valued contributor as you learn and adapt to new and challenging projects, troubleshoot and resolve issues, and consistently exceed our staff expectations. You will be the “face of IT” when people engage the team for support. By ensuring our staff have excellent IT experiences, you help make it possible for them to do their best work in pursuit of our mission to create the world’s first human-like intelligence in general purpose robots.
Our Success Criteria
  • Serve as the frontline support for IT tickets, promptly addressing, categorizing, and escalating issues as needed across Windows, MacOS, and Linux environments.
  • Exceed expectations by delivering exceptional service experiences, consistently meeting or surpassing service level agreements.
  • Maintain comprehensive and user-friendly documentation, crafting knowledge base articles to aid customers in independent issue resolution.
  • Champion organization and meticulousness in ticket management, setting a standard for clarity and completeness.
  • Proactively identify and implement enhancements to systems and processes, driving continuous improvement efforts.
  • Facilitate the deployment and lifecycle management of user systems, enhancing asset management practices.
  • Exhibit reliability and thoroughness in problem-solving, prioritizing quality-driven solutions from the outset.
  • Serve as a positive ambassador for IT, fostering constructive relationships with colleagues through daily interactions.
  • Cultivate mentorship capabilities, sharing expertise and supporting colleagues' professional growth and development.

  • Your Experience
  • Bachelor’s degree in Computer Science or related field, or equivalent work experience
  • 3+ years of experience in a helpdesk or IT support role supporting internal teams
  • A demonstrated track record of technical excellence under minimal supervision.
  • Relevant certifications are welcomed

  • Skills
  • Strong experience using Jira Service Management
  • Understanding of ITIL / ITSM concepts
  • Demonstrated experience supporting Windows 11 endpoints
  • Demonstrated experience supporting MacOS endpoints
  • Demonstrated experience supporting Linux (Ubuntu) endpoints
  • Ability to support GSuite environment
  • Ability to support Microsoft 365 environment
  • Understanding of SSO and SAML concepts
  • Experience with Microsoft InTune and Autopilot, Azure AD and/or Entra ID

  • Traits
  • Above all else, a consistently positive attitude and a willingness to do whatever it takes to create robust solutions to complex problems.
  • An exceptional focus on providing high-quality and timely customer service.
  • Employ optimistic listening and conflict resolution skills to foster positive outcomes.
  • Possess outstanding communication and documentation abilities, adept at engaging both technical and non-technical stakeholders effectively.
  • Advocate for personal accountability, ownership, and responsibility.
  • Exhibit exceptional analytical, problem-solving, and troubleshooting skills, attention to detail and perseverance.
  • Act decisively and efficiently, demonstrating excellent time-management abilities.
  • Showcase the ability to influence others positively, even without formal authority.
  • Approach new challenges eagerly, with determination and a positive attitude.
  • Exercise patience, persistence, and meticulousness in issue resolution.
  • Obsession with bringing human-like intelligence to machines.
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