• Location
    • Toronto, CA
  • Date Posted
  • Dec. 31, 2021
  • Function
  • Technical & Customer Support

A bit about us

Lever was founded nine years ago to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix, Atlassian, KPMG, and McGraw-Hill Education rely on to grow their teams. We’ve rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale.

We’re extraordinarily proud of the company we’ve built so far (not to mention humbled to be recognized as the #1 place to work in San Francisco, as well as a top workplace in the entire United States). Our people are Lever’s biggest competitive advantage and we’ll continue investing in our “Leveroos” and people-first culture.

The challenge

We know that the planning and work behind the scenes are what turns good teams into great teams; as our Senior IT Support Specialist, you will be a key contributor to Lever’s current and future success. In this role, you and your fellow support specialists will keep the everyday operations of the company moving forward securely. Additionally, you will identify bottlenecks, come up with new ideas on how we can build better systems every day. You will have a part in building, testing, and deployment of solutions for our fast-moving and talented team of Lever employees. You and your team will partner with every single operational unit within Lever to ensure that they have the appropriate technology solutions that enable them to more efficiently reach their goals.

The opportunity

As the newest member on the Information Technology team at Lever you will be working closely with our IT Manager to shape how work gets done as Lever continues to scale its workforce aggressively.

We’re looking for someone who is confident in handling day-to-day operations, excels as a mentor to Lever employees and can participate in org-wide infrastructure improvement projects. When pairing with our IT Manager, you will gain insights on how to make sure that new projects and solutions are accepted by users.

We never lose sight of our highest priority: ensuring that all Lever employees are supported and company data secure. These goals drive all that we do, and we’re excited to bring someone on board who will help build the perfect mix of secure and efficient systems while doing the everyday work to keep Lever productive. We know that the work you will do will have a transformative impact on every contributor at Lever.

The team

Lever is growing our international Information Technology and Security team and we want your help. We know what we need to accomplish and we’ll look to you to execute and collaborate with your team to get us there.

The skill set

  • Experience supporting macOS in a corporate environment
  • Experience transacting with users in a service desk tool like Zendesk, Service now or Jira Service Management
  • Familiarity supporting Google Workspace
  • Excellent written communication skills
  • Great documentation habits
  • Developed critical thinking and troubleshooting skills
  • Understanding of and the ability to troubleshoot: PC networking and WIFI

Within 1 month, you’ll

  • Complete Lever’s new-hire training week (a.k.a. Ramp Camp), and learn what it means to build a powerful recruiting platform.
  • Create your impact/ramp plan. This will help you and your manager align on an onboarding plan and set you up for success.
  • Establish weekly one on one meetings with our IT Manager. You’ll cover things like what you’re currently working on, any obstacles you’re facing, and receive--and give!--feedback.
  • Work with the IT Manager to Onboard new Leveroos as we continue to grow.
  • Serve as a primary responder for IT issues. While you’re not the first line of defense, you’ll be working on new issues as they arrive.
  • Become acquainted with our user self-help documentation.

Within 3 months, you’ll

  • Work with our Director of Security and our IT Manager to create a quarterly audit framework of user credentials.
  • Work with the IT Manager to maintain a system for inventory management of IT hardware resources.
  • Work with IT Manager on maintaining configuration management tools (JAMF) and software updates and beta testing of new changes.
  • Author self-service documentation based on an analysis of previous support tickets and communicate with the team as documentation becomes available.
  • Participate in a project to enroll and manage all mobile devices.

Within 6 months, you’ll

  • Identify the top 5 new user issues that need self-help articles and publish those.
  • Complete at least one IT skills training class or attend a related conference. You’ll bring back what you’ve learned to the team and share what’s relevant.
  • Write training documentation for end users that will demonstrate a faster time to resolution by at least 20% when compared to incidents without self-service documentation.
  • Work with the IT Manager to build out and contribute to the structure of new support request systems by mapping out the structure and flow of support requests.

Within 12 months, you’ll

  • Complete an IT Certification to further your education.
  • Provide one training to our tier one support agents.
  • Pair with tier one support on a weekly basis.
  • Create a rollout communication plan for a new system or tool.

Is this role not an exact fit?

Sign up to stay in touch, we'll let you know when we have new positions on the team.

The lever story

Lever builds modern recruiting software for teams to source, interview, and hire top talent. Our team strives to set a new bar for enterprise software with modern, well-designed, real-time apps. We participated in Y Combinator in summer 2012, and since then have raised $73 million. As the applicant tracking system of choice for Netflix, Atlassian, KPMG, and McGraw-Hill Education, and thousands more leading companies, Lever means you hire the best by hiring together.

Lever is an equal opportunity employer. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives. Learn more about our team culture and commitment to diversity and inclusion.

California residents applying for positions at Lever can see our privacy policy here.