Help Desk - IT Support Technician

Job Description

About OpenTable:

OpenTable, part of Booking Holdings Inc. (NASDAQ: BKNG), is the world's leading provider of online restaurant reservations, seating more than 25 million diners per month via online bookings across approximately 45,000 restaurants.

Since its inception in 1998, OpenTable has seated more than 1.5 billion diners in over 20 countries. The Company is headquartered in San Francisco, California, and the OpenTable service is available throughout the United States, as well as in Canada, Germany, Japan, Mexico, the UK and many more locations.

Responsibilities:

OpenTable is currently seeking a Help Desk Analyst for our Global IT Help Desk team, called TechTable, located in Melbourne. This person will provide tier-1 technical support to all local and remote employees.

We are seeking a self-starter that has broad technical abilities and is passionate about world-class customer service. You are someone ready to work in a fast-paced global enterprise environment, often independently, surrounded by astute and enthusiastic coworkers. Additionally, you will have great critical thinking skills, with an ability to help identify solutions to technical or process-related issues. Things move quickly, so you’ll be encouraged to instinctively handle competing issues, in an accountable manner, understanding when to raise, triage and ask for assistance when needed.

Your primary function is to ensure all end-user tickets are captured and resolved, meeting SLAs, working closely with our distributed team in Denver, San Francisco, and London. Responsibilities include:

• Monitor, categorise and triage incoming tickets.
• Deliver a wide variety of technical support to end-users by phone, chat, email in person and remotely.
• Collaborate and understand the team’s workload and advance and triage incidents to the appropriate team.
• Test and configure end-user software and hardware.
• Build and maintain knowledge base documentation and identify knowledge base deficiencies.
• Provide outstanding customer support virtually or in-person to supported users.

Experience:

• High School certificate, Associates or Bachelor’s degree in Computer or Information Science preferred.
• Minimum 2 years demonstrated ability working in a technical support role.
• MCP or CompTIA A+ certification preferred.
• Demonstrated experience with PC and Mac hardware software, and GSuite and Office 365 troubleshooting.
• Computer imaging concepts and standard methodologies (SCCM, MDT or Ivanti).
• ITSM and ticket management concepts and active Directory administration.
• General knowledge of identity access management, particularly Okta.
• Audio/visual hardware and software support (Teem, Google Meet, GoToMeeting, Zoom) and iOS and Android mobile device support.
• Basic network troubleshooting and computer security concepts.
• Outstanding written and verbal communication skills.
• Flexibility to multitask agile environment with shifting priorities.

Benefits:

• Mental Health Well-being: 6 company paid sessions with a licensed therapist, subscription to meditation app, wellbeing speaker series and resources.
• Annual Health and Wellness Reimbursement.
• 1 day off per year to celebrate your birthday or another occasion!
• Generous paid vacation, with additional company-sponsored holidays twice a year.
• Monthly social outings and catered events.
• Learning and Development and Employee Resource Groups.
• Inclusive Paid Parental leave.

Diversity and Inclusion:

We seek to have a workplace that reflects all of the diverse communities we serve. We know that when we have diverse teams we produce more creative ideas, products, and better outcomes. OpenTable is proud to be an Equal Opportunity Employer, and encourage candidates from all backgrounds and experiences to apply for our roles. Whoever you are, just be you!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform job responsibilities, and receive other benefits and privileges of employment. Please contact us to request accommodation.

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