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!
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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
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.
Bonus Points
* 5+ years in a help desk role supporting Apple and Windows hardware and software
* Experience working in a global support environment
* Has experience writing and maintaining technical documentation
* Has experience with two factor authentication and SSO
* Has experience with Kibana, MIM, and Powershell.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.