Service Desk Specialist I

Profile

LivePerson is an expert based culture, built on the drive and passion of smart people! Our business is growing and we are looking for people like you!
LivePerson is the global leader in conversational commerce solutions and we aim to make life easier by transforming how people communicate with brands. Our 18,000 customers, including leading brands like Citibank, HSBC, Orange, Virgin Atlantic, RBS and Liberty Global, use our conversational commerce solutions to orchestrate humans and AI, at scale and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers.
Over the next three years, our goal is to transform the 268 billion analog phone calls between a brand and it’s consumers to digital on the LiveEngage platform. By doing this, we enable consumers to get back time and experience a more connected relationship with the brand in which sales, service, marketing, branches, stores, and contact center’s become a unified experience.
The successful candidate has an opportunity to join a highly outstanding team within a fast-paced and successful organisation.
What Will You Do?
You would be joining a global service desk team that is responsible for deskside support for the entire global organization. We have local teams based in Seattle, New York, Alpharetta, Melbourne, Israel, Reading (UK), and Mannheim. This role is based out of New York.
In New York, you’d be joining a team with the Head of North America IT and two junior folks. Additionally, a portion of our TechOps team (Okta Administration, Monitoring, and System Administration) is based in NY. Our global headquarters are in New York, this means that most of our global executives are based in this office and will require additional attention for Town Hall meetings, investor meetings, earnings calls, etc.
Consult on automation and self-service solutions for the entire LivePerson organization.
Primary point of contact for technical support issues related to networking, desktop, hardware, and software.
Responsible for setting up and technologically orienting new users based in our offices.
Provide weekly status reports for major projects, individual tasks, and contribute to team meetings.
Working with Active Directory, G Suite, JAMF and many more cutting-edge technologies.
Assist in the planning and implementation for the build-out of new office space and future infrastructural improvements
Act as an escalation point for junior IT Specialists and raise the performance bar across the team through coaching and education junior people.
Identify opportunities for automation in our IT processes and work with our internal development team to implement new solutions to scale our operations via APIs, custom integrations, and workflow automation tools.
What Do You Need for Success?
Excellent verbal, written, and interpersonal communication skills, interfacing effectively with stakeholders of all levels of seniority.
Deeply diligent documentation of work, solutions, and knowledge articles to proliferate knowledge across a geographically dispersed team.
Deep experience in supporting macOS, Active Directory, Windows end users and infrastructure.
Knowledge of networking such as patching ports, VPN, DHCP, DNS, and TCP/IP.
Ability to convey technical procedures and train non-technical users, including Office, G Suite, Windows, Mac.
Ability to be self-sufficient when it comes to troubleshooting technical issues
Expertise in working with G Suite Admin and managing Google Meeting rooms via the Admin panel.
Expertise in of JAMF Pro, SCCM 2012, and/or Microsoft Intune
LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer top tier tech & data science colleagues, along with opportunities to push your own limits. We embrace invention and experimentation. You’ll have great benefits, flexible time off, plus snacks and drinks to keep your mind fresh and stomach full. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.
At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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