MongoDB Business Systems Analyst 

United Kingdom, England, London 

766400547

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

This role is fully onsite, Monday through Friday, at our New York City headquarters.

Our ideal candidate will have:

• 4+ years of experience in an end-user IT support role, including direct technical support for Executives and VIPs
• Proven ability to deliver white-glove, high-touch service in fast-paced, high-visibility environments
• Hands-on experience with macOS and Windows troubleshooting and administration
• Strong diagnostic and problem-solving skills, particularly with conference room and office AV technology
• Minimum 1 year of experience as a Slack administrator, including application support and integration management
• Proficiency with Jira for project management, including sprint planning, backlog grooming, and task ownership
• Solid understanding of AV VLANs and multicast traffic, with experience working closely with Network teams to resolve AV-related connectivity and performance issues
• Experience with Zoom Room NDI configuration, deployment, and management for high-quality video production and streaming workflows
• Intermediate knowledge of office network infrastructure and endpoint connectivity
• Demonstrated success in supporting and integrating multiple SaaS platforms across an enterprise environment
• Familiarity with AV platforms such as Crestron, Biamp Tesira, and Dante audio networking
• Practical understanding of home office video conferencing and streaming technologies
• Experience delivering AV&C support for corporate events, board meetings, and internal broadcasts
• A proactive mindset with a focus on automation and process improvement
• Strong written and verbal communication skills, able to explain complex technical topics across audiences
• Experience maintaining internal documentation and contributing to scalable self-service resources
• Calm, empathetic, and composed under pressure, with the ability to manage multiple real-time issues
• Familiarity with Zendesk and other ITSM/ticketing systems
• Willingness to travel to domestic and international offices as needed
• Preferred experience with video/audio production for live or hybrid events
• Experience administering Zoom, WebEx, Google Meet, and collaboration platforms such as Lucidsuite
• Bonus: Familiarity with Monday.com, Fellow, and Microsoft Teams administration

• Configure, deploy, and maintain end-user hardware and conference room technology, with a focus on automation and efficiency
• Deliver hands-on, in-person troubleshooting to support employees in maximizing productivity through effective technology use
• Administer and maintain SaaS applications, while building integrations to streamline and automate recurring workflows
• Provide high-touch, white-glove technical support to executives and other VIP stakeholders
• Act as a technical advocate within the organization—conducting training sessions, creating self-service documentation, and promoting best practices
• Ensure seamless interoperability across collaboration tools and platforms to drive efficient and intuitive user experiences
• Participate in on-call rotations and be available for off-hours maintenance, upgrades, or urgent escalations
• Support and manage AV systems for day-to-day use as well as internal events, executive meetings, and company-wide broadcasts
• Serve as the on-site point of contact for AV contractors during office buildouts, refreshes, and technology upgrades
• Maintain accurate and comprehensive documentation of all support activity to inform internal knowledge bases and user guides
• Collaborate closely with the IT Support and Workplace teams to coordinate local meeting logistics and ensure smooth operations
• Provide backup support for general IT troubleshooting and walk-up assistance when needed

The IT AV&C Support Specialist will be successful in this role when they can execute the following strategic tasks/responsibilities:

• Maintain an accelerated personal growth path:
  • In 8 months you’ll be fully up to speed on the services and technologies we deploy and maintain, having the ability to independently handle day to day AV tasks.
  • Within 8 months you’ll be actively developing novel solutions to inefficient processes and problems.
  • By 12 months you’ll be thinking largely in terms of efficiency and have the skills necessary to execute on your ideas. This could mean anything from becoming a Slack Integration Wizard to a Zoom Rooms Guru; your growth path is largely defined by your interests and desires.
• Customer Service: Provide an unparalleled customer experience by offering top-notch technical support, creating easy to follow self service resources, and workflow automations for our colleagues
• Communication: Successfully communicate team challenges and support solutions internally and externally, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences
• Research: Collect and analyze feedback from both our internal customers as well as our systems to better understand our clients needs and inform automation/optimization efforts