IT Support Specialist



IT, Customer Service
Austin, TX, USA
Posted on Tuesday, July 9, 2024

About Dialpad

Ai that means business

Dialpad pioneered the first Ai-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of Ai to unite people, automate tasks, streamline workflows, collect data-driven insights, and turn conversations into opportunities that drive growth. Supported by notable investors like Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a dynamic force in AI technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team

If you enjoy tackling complex technological challenges, then our corporate IT team under our Business Technology group may be the team for you! We provide creative solutions to help our employees be productive and secure from anywhere. We help deliver industry-leading IT services to enable and delight our users. This position reports to our Director of IT.

Your role

As an IT Support Specialist, you will be a client-centric IT professional responsible for overseeing and managing the organization's IT systems and audio visual (AV) infrastructure for in-office, remote and global Dialpad employees. You will play a pivotal role ensuring optimal use of our hardware and software technologies, enhancing system performance, analyzing and troubleshooting technical issues, and providing assistance to our end-users.

To ensure success as an IT Support Specialist, you should possess extensive experience in providing information technology support in a fast-paced environment. This position requires a strong technical background, excellent problem-solving skills, a customer service mindset, with effective communications. The position requires the successful candidate to be in the Austin office 5 days a week.

What you’ll do

  • Provide timely resolution and support to end-users with best-in-class SLAs and less than 2% callbacks.
  • Be focused on improving operational efficiency on all levels and at all locations.
  • Onboarding and training end-users on hardware functionality and software programs.
  • Analyze IT requirements and provide objective advice on the use of IT systems.
  • Assist with information security, physical security controls, and device security protocols.
  • Ensure proper hygiene of system accounts and licenses.
  • Responsible for tracking, managing, and supporting IT assets.
  • Responsible for access management of critical end user systems.
  • Research, install and configure new equipment and software.
  • Managing inventory of equipment, consumables and other supplies.
  • Support and implementation of AV equipment, conference rooms, and meetings.
  • Troubleshoot and resolve IT issues via phone, web, and in-person channels.
  • Must have experience working with and managing MacOS, and Windows devices.
  • Must have experience managing endpoint solutions as Antivirus, Patch management tools etc.
  • Must have experience in supporting system and IT audits
  • Timely onboard and off-board employees and contractors.
  • This is an in-office role with some hybrid flexibility when approved.

Skills you’ll bring

You thrive on working in a high-growth, fast-paced environment, and are motivated to delight customers and build a large and important enterprise cloud company. You will bring:

  • A bachelor's degree in computer science, information technology, or similar.
  • 3-5 years of experience as an IT Support Specialist supporting Mac and Windows operating systems.
  • Exceptional ability to provide technical support and resolve queries.
  • In-depth knowledge of computer hardware, software, and networks.
  • Ability to determine IT needs and train end-users.
  • Proficiency in IT helpdesk software, such as Jira Service Manager and Zendesk.
  • Experience in documenting processes and monitoring performance metrics.
  • Ability to keep up with technical innovation and trends in IT support.
  • Experience with audiovisual equipment and technologies, including video conferencing systems, digital signage, and multimedia content creation tools.
  • Lead with positive energy, empathy, and customer first mindset.
  • Self-motivated with a proactive approach to problem-solving.
  • Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
  • Certifications such as CompTIA A+, N+, Security+, Google, and Microsoft are highly desirable.
  • Must have completed all core Dialpad product certifications within the first 100 days of tenure.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.