Operations & Support Specialist

Job Description

Remote Operations & Support Specialist (UCAN)

Netflix is on the hunt for a smart, motivated, and user experience centric individual to take on the role of a Remote Operations Support (ROS) Specialist, within our larger N-tech Support team. This individual will help provide exceptional technical support to Netflix's corporate and production employee base. ROS plays a critical role inside the company, providing amazing technical support to our employees around the world, with a focus on increasing and enabling productivity.

As a ROS Specialist, you will be part of a team responsible for providing world-class 24/7 remote support, resolving and dispatching every technology issue that comes your way. You are an expert in all our internal and production office technologies and must ensure Netflix employees stay highly productive in the most secure environment possible.

These support requests can come in via tickets, email, chat, video hangouts, phone calls, and automated alerts. This position will involve a multitude of operational and some project based tasks such as supporting cloud applications, remote troubleshooting, account and system administration, provisioning/deprovisioning accounts, training on applications and security practices, automating solutions for the team, and documentation.

Daily duties can consist of prioritizing, routing, recommending, and resolving all incoming internal technology support incidents and requests. You will partner with cross-functional technology and operational teams to ensure requests are being resolved resulting in a great user experience. The ROS specialist must also be forward thinking and coming up with solutions to always be striving to make things better for the business.

Recommended Experience
• Strong background and at least 3+ years of experience in a technical troubleshooting, research, documentation and/or support engineer role; documenting the users experience and determining the root cause of technical issues.
• Familiar with basic IT principles including incident and issue management
• Strong fundamental knowledge in networking protocols and troubleshooting
• Experience working with software support tools such as Zendesk, JIRA, and Confluence or similar products
• Familiarity with distributed computing environment concepts; local and network-based user and group accounts and permissions
• Experience in analyzing support data to identify trends and priority
• Knowledge of best practices around data security
• Experience working with Active Directory
• Experience supporting Cloud and SaaS Applications and SSO, including Google Apps for the Enterprise (Gmail, Calendaring, Drive, Sites, Groups and Google+)
• Experience with Google G-Suite administration a plus
• In-depth knowledge of and the ability to perform remote troubleshooting on Mac OS, Chrome OS, Windows, Linux, and various applications including Office
• Mobile device support including iPhone and Android
• Experience in automation with scripting or programming languages such as Bash, Python, Java, or JavaScript a plus
• Experience with supporting users remotely through email, chat, and phone channels in a fast-paced environment

Who You Are:
• Proven ability to work autonomously; must be a self-motivated self-starter who can initiate ideas and take ownership of work
• Ability to learn new technologies quickly and with minimal guidance
• Contribute to our overall working environment and culture, where expressing your thoughts and sharing your feedback is a part of your every day
• Contribute to a growing, diverse and inclusive culture by encouraging an open minded and supportive environment
• Ability to collaborate with your colleagues in a global setting, partnering with our other offices to share ideas and feedback to ensure our operational alignment, support, documentation, and research is of the highest calibre
• Thrives on technical challenges and takes pride in finding the root cause to solve them
• Strong communication skills to partner with technical and non-technical stakeholders effectively in a remote environment and are are proficient with phone, email, and computer-based support solutions
• Capable of composing process, procedure documentation, and training users in complex topics
• Passionate about providing world class user support, where the focus is the user experience and continuous improvement of the products and workflows we support
• Ability to understand the needs of our employees and users to make great judgment calls
• Ability to prioritize and/or multitask competing initiatives and technical issues
• Out of the box thinking with an ability to constantly improve
• Flexible schedule to accommodate 24/7 business needs, working evening and weekends at times

Jobcode: Reference SBJ-g4w3x1-18-218-172-249-42 in your application.