MongoDB Support Specialist 

Spain, Catalonia, Barcelona 

444920885

Our goal is to maximize the efficiency of our colleagues through the use of technology. This means we split our time between providing top-notch end user support, and developing smart solutions aimed at simplifying complicated day-to-day tasks.

We believe strongly in personal growth and mentorship so your ability to succeed is directly related to your desire to grow.

Our ideal candidate will have:

• Experience : Three years of experience providing technical support to end-users, including troubleshooting hardware and software issues, managing user accounts, and maintaining documentation
• Language Skills: Proficiency in English necessary for effective communication with colleagues and end-users
• Technical Growth: Demonstrated desire to grow technically and stay updated with emerging technologies and best practices
• Platform Familiarity: Hands-on experience with Mac OS , Windows Desktop Operating Systems including system configuration, troubleshooting, and administration tasks
• Diagnostic Skills: Strong diagnostic/troubleshooting abilities with real-world technical issues, with a track record of resolving complex problems efficiently
• Automation Focus: Strong inclination towards automation, with the ability to identify opportunities for process improvement and automate routine tasks using scripting languages like Python or automation tools
• Communication Skills: Clear and concise communication of complex technical topics to diverse audiences, both verbally and in writing
• Calm and Empathetic: Naturally calm and empathetic demeanor under pressure, with the ability to maintain professionalism and focus on problem-solving during challenging situations
• Multitasking Ability: Ability to manage multiple tasks concurrently, prioritize effectively, and adapt to changing priorities in a fast-paced environment
• Travel : Willingness to travel within EMEA, for onsite support, training sessions, or team meetings
• Experience with Technologies: Experience with Slack, Zoom, Confluence, JIRA, Zendesk, Google Apps, JAMF, Airwatch, and Oomnitza, with proficiency in using these tools to support end-users and streamline processes

• Support Colleagues: Assist colleagues in maximizing their technological efficiency by investigating and troubleshooting issues, providing guidance, and sharing best practices
• Technical Leadership: Provide training sessions for colleagues on using various tools and technologies effectively, and develop self-service resources such as knowledge base articles and video tutorials
• On-Call Support: Participate in on-call support rotations, including off-hour maintenance and upgrades, to ensure uninterrupted service availability
• System Support: Provide proactive support for network, and audio/visual systems, including setup, configuration, and troubleshooting for company meetings and events
• Device Management: Configure, deploy, and maintain user devices and accounts, emphasizing automation wherever possible to streamline the provisioning process and enhance user experience
• Documentation: Maintain detailed documentation of work completed, including troubleshooting steps, solutions implemented, and lessons learned, to contribute to the knowledge base and improve user guides

The IT Specialist will be successful in this role when they can execute the following strategic tasks/responsibilities

• Technical Competence: Demonstrate proficiency in handling day-to-day IT tasks independently, including troubleshooting user issues, configuring devices, and managing user accounts
• Personal Growth: Show progress in acquiring knowledge of the services and technologies deployed within the organization, actively participating in training sessions and seeking opportunities for skill development
• Customer Service: Provide responsive and effective technical support to end-users, ensuring timely resolution of issues and maintaining high levels of user satisfaction

• Problem Solving: Identify and propose solutions to inefficiencies within the support environment, implementing process improvements and automation to enhance productivity
• Efficiency Mindset: Begin thinking strategically about efficiency, actively contributing ideas and initiatives to optimize workflows and streamline support processes
• Communication: Effectively communicate team challenges and support solutions internally, contributing to the development of self-service resources and knowledge base articles

• Advanced Proficiency: Achieve advanced proficiency in technical skills, becoming a subject matter expert in specific areas such as networking configurations or automation scripting
• Innovation: Implement novel solutions to complex technical challenges, leveraging advanced techniques and technologies to enhance service delivery and user experience
• Research and Development: Continuously research and analyze feedback from internal customers and system metrics, driving ongoing improvements in IT services and processes through automation and optimization initiatives