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IT Operations Specialist II ID-20387

About the role

We seek a highly motivated, technically talented individual with a proven flair for customer service to join our IT Team. The Information Technology team supports tools and services for the corporate employee base. As an IT Operations Specialist II, you will be responsible for super-serving our customers, promoting and maintaining IT Service availability, and participating in projects geared toward service improvements.

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A Day in the Life of Our IT Operations Specialist II

You will support local in-office teams as well as teams located around the world. In-office support includes prioritizing support requests from users of existing IT services and configuring and maintaining workstations. You will meet and partner with technical and non-technical staff to resolve their technical service issues. You will also gain experience collaborating with our other members worldwide, including Japan, France, Germany, India, Australia, and Moldova.

We are considering applicants for the location(s) of Coppell, TX. 

About You

You are driven, technically proficient, love customer-facing interactions, have a track record of handling multiple systems, and effectively communicate with end users. You have the tenacity to keep systems functioning while building on your knowledge and suggesting improvements in the areas you support. Your work has a history of balancing priorities and enabling strategic decisions and scalability by leadership. If this sounds like you, we want to add you to our highly technical team!

Technology

  • Bachelors in a Technical field, or equivalent work experience
  • 2+ years of proven Helpdesk or Workstation Support experience
  • Proficiency in solving Mac laptop and OS and PC workstation & Windows OS issues
  • Familiarity with a hosted or SaaS infrastructure and its configuration and maintenance
  • Google Workspace administration experience
  • Experience with trouble ticket tracking software

People

  • Strong written and verbal skills
  • Strong customer service-centric skills with the ability to effectively connect with both technical and non-technical team members

Process

  • Experience with Incident Management, including triaging, prioritizing, and resolving issues promptly, conforming to SLA guidelines
  • Experience with inventory management processes, including procurement, preparation, distribution, tracking, and recovery
  • Sensitivity toward handling and exposure of personal data and intellectual property
  • Demonstrable ability to work independently as well as on a dynamic team

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

  • Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
  • Flexible time off policies allowing you to take the time you need to be your whole self.
  • Generous medical, dental, vision, STD, LTD, and life insurance
  • Health Saving Account HSA program
  • Health care and dependent care FSA
  • 401(k) plan, with employer match
  • Employer paid commuter benefit
  • Support program for new parents
  • Pet insurance and some of our offices are pet friendly!
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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