• 3+ years experience working in a help desk or support environment using a ticketing system such as FreshService, Zendesk, or similar
• You’ve worked with executive or VIP-level customers and understand the unique requirements for supporting them
• You have experience with MDM/SSO strategy and support
• You've worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/Jira)
• You have clear verbal and written communication skills
• You're passionate about learning new technologies and passing that knowledge on
• You enjoy working on challenging problems and finding impactful solutions
• You have wired and wireless networking knowledge
• You can work from the Boston office and offer occasional after-hours on-site event support
• Provide on-call support on a rotational basis after business hours
• Able to handle freight shipments and moving equipment up to 50lbs

Desirable

• Klaviyo's global corporate Information Technology (IT) team — a member of Global Technology Solutions (GTS) — provides technology systems, administration, and support to Klaviyos worldwide. Our main goal is to ensure that Klaviyos everywhere have a strong technology foundation to do great work
• We solve problems using technology and embracing automation and support Klaviyo's continued scalability and sustainable employee growth in a rapidly evolving environment
• The IT SearchBar team — "SearchBar" is our end-user support team — is responsible for providing day-to-day tactical support to Klaviyos. SearchBar responsibilities include assisting with employee onboarding, inventory maintenance, overseeing a ticket queue, creating automated workflows, and documenting processes for our internal knowledge base
• As a Senior IT Specialist, you'll be responsible for interacting with and solving technical issues for other Klaviyos
• Using your experience, you'll work to understand the problem, then solve it using your troubleshooting skills
• You'll also work on projects and automation initiatives
• You'll mentor team members and help them grow their technical knowledge
• You'll have support when you need it, working closely with the IT Systems team to escalate issues as necessary, all under the leadership of the IT Manager, SearchBar
• You'll oversee the daily ticket queue, ensure that priority tickets are solved expediently
• You’ll provide coaching and guidance to more junior team members
• You'll provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem
• Identify recurring technical issues and eliminate manual processes through automation
• You'll work to prioritize tickets, fixing problems at the root
• Assist with hardware needs — setting up and de-provisioning devices — installing and configuring software, and shipping and receiving
• Be an active participant with documentation and writing knowledge base articles, including editing and reviewing documentation created by junior team members
• You'll support our conference rooms and unified communications technology
• You'll identify a focus area and work on a career plan to ensure your continued growth