It Support Specialist Jobs

Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014, Sonder is making a world of better stays open to all with a variety of accommodation options — from rooms to suites and apartments — found in 40+ cities spanning 10 countries and three continents. Sonder's innovative app empowers guests by making self-service features and 24/7 on-the-ground support just a tap away. From simple self check-in to boutique bathroom amenities, we bring the best of a hotel without any of the formality.

Sonder is expanding and our IT & Security team is looking for an energetic and self-motivated System Administrator who will be the primary person responsible for End User device management and support from a remote location in Canada.

AT SONDER YOU WILL:

• Assist remote staff with technical questions and IT systems issues.
• Provide new hire onboarding support and training during new hire orientation.
• Manage Sonder's end-user management tooling (JAMF, InTune) to secure, inventory, and deploy Sonder's endpoint devices and provide software support, across a globally distributed environment, including end-user equipment (MacOS & Windows), printers, video conference devices, and business applications.
• Maintain a global asset database of end user devices.
• Order IT hardware for US and Canandian regions.
• Assist with some network troubleshooting and maintenance.
• Work with other IT team members on strategic automation initiatives to remove manual workflows across on-boarding, off-boarding, and other IT end user support processes.
• Create IT Support Knowledge Base articles and diagrams of IT on-boarding, off-boarding and device management workflows with an emphasis on continuous improvement.
• Submit status reports each week.
• Support L1 managed services team and L2 team with support tickets escalations and proper routing.
• Provide governance for an external managed services L1 support provider regarding computer onboarding, offboarding and asset management duties.
• Provide IT support by responding to assigned IT incidents and service requests in Sonder's IT Ticketing system (FreshService) per ITIL best practices.

WHAT WE LOOK FOR:

• Strong communication abilities, both written and oral
• Experience mentoring junior IT Support Staff
• Proven critical thinking and problem-solving skills with a focus on automation of repetitive tasks.
• Minimum 5 years experience within IT support with history of growing responsibilities
• Ability to identify common support issues and then write and publish Knowledge Base (KB) articles to promote self service across the organization
• Knowledge with at least 4 of the following systems: Okta, Google Workplace, Zoom, Slack, FreshService, Crowdstrike, Lumos, Productiv, Salesforce, Asana, Workato, and JAMF.
• Experience with desktop operating systems including Windows +& Mac OS.
• Strong ability to work independently and manage competing priorities while learning new technologies.

We also have great benefits to make your life easier so you can focus on what you're best at:

• Medical, dental and vision insurance (where applicable)
• A company with a huge vision, a dynamic work environment, and a team of smart, ambitious and fun to work-with colleagues!
• Annual free credits and discounts to stay in Sonders
• Flexible vacation
• Workplace flexibility (for remote-specified positions only) #ABetterWaytoWork
• Generous stock plan
• Competitive compensation

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.