Service Desk Technician III

at  Uber

WHAT YOU’LL NEED

• 3+ years of work experience in Information Technology with emphasis on internal IT support.
• Extensive experience with Mac OS X system administration and applications: OS configuration, troubleshooting, and knowledge of applications including MS Office, Chef and CrashPlan
• Strong knowledge of Windows PC troubleshooting and application support, including MS Office, Google App Sync, Box Sync.
• Advanced knowledge of Google Apps for Business, including comprehensive knowledge of Mail, Calendar, Drive, Docs, and Groups (including Google Admin and GAM)
• Working knowledge of AV hardware, Eventboard, and V/C systems (Zoom)
• Excellent written and oral communication skills; ability to compile clear and concise data & materials
• Ability to shift priorities quickly and act proactively when necessary
• Experience participating in cross-functional projects and being solutions oriented
• Ability to work effectively with people at all levels both inside and outside of Uber
• Good interpersonal skills - capacity to build a variety of strong internal relationships
• Experience working with distributed teams using online collaboration to ensure communication, alignment and productivity.

ABOUT THE ROLE

Uber Engineering is a high-performance culture marked by perseverance and hyper productivity. We’re looking for team players with natural customer service intuition who can work harder, faster, and smarter while taking technical excellence to a whole new level. You should be pumped about building a global transportation marketplace that spans a wide range of cities - varying from 100,000 to 10 million people in size - with unique regulatory, technical, and business requirements.
As a Service Desk Level 3 Technician you will be expected to work as a technical escalation for both Level 1 and Level 2 service desk technicians. You will be expected to work cross-organizationally to help develop and influence global service desk procedures and policies, including documentation and implementation. Techs at this level have a broader cross-organizational awareness, and your work will influence change that affects one or more adjacent orgs within the company. Here’s your chance to be a part of Uber history!

WHAT YOU’LL DO

• Respond to and resolve internal customer requests with high focus on customer service and timeliness. Uber is currently in 60+ countries with over 700 offices, and you’ll be expected to support them all as part of our team.
• Provide prompt, confidential and reliable remote and on-site technical support, for a wide range of equipment and software.
• Effectively manage and execute on internal projects while maintaining all other duties
• Mentor other Service Desk team members
• Work across teams to analyze weekly metrics reports by calling out trends, identifying root causes, and completing post-mortems.
• Responsible for overseeing internal Service Desk Help Center documentation, reviewing submitted documentation for accuracy and efficiency.
• Proactive communication and documentation on service desk related topics
• Always on the lookout for optimizing Service Desk operations
• Troubleshoot, diagnose and solve complicated technology related problems and issues