IT Support Technician

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI. What is The Role We’re always on the search for amazing people. The IT Team consists of people who have real passion for what they do and are masters at their craft. We reflect the larger company philosophy, to solve data problems, but focus internally on the systems we build and the internal partners we support. Agile in our processes, we strive to push the boundaries of our best-of-breed platforms to build a world-class systems operation. Our team thinks smart, strategic and scalable, and will push you to do the same. As the IT Support Technician, you will be part of a growing team to deliver customer service to our internal Elastic partners. Job responsibilities will include on-boarding, providing support to our users, and supporting the local office IT infrastructure. This role will work from our Austin office 5 days per week. What You Will Be Doing Deliver exceptional customer service in a distributed environment, serving as the first point of contact for issue resolution Manage, update, and dispatch tickets through our ticketing system in a timely manner Onboard new employees end-to-end, including account setup, equipment procurement, and hardware handoff Install, configure, and maintain laptops, network devices, printers, and other office equipment Track and manage hardware and software inventory Continuously review IT processes, technologies, and deployments, proactively identifying and recommending improvements — including opportunities to automate repetitive tasks using AI-powered tools Document IT systems and deliver training to users on standard methodologies and guidelines Provide build and support assistance for AV systems Coordinate with external vendors for equipment servicing and repairs Oversee patch management across corporate infrastructure What You Bring Superb communication, documentation, and customer service skills 3+ years of IT support experience in a corporate environment, with proficiency in macOS and Windows operating systems Ability to work both independently and collaboratively Experience with cloud-hosted solutions such as G-Suite, Okta, ServiceNow, Slack, and Atlassian Experience with network solutions including Cisco, Meraki, and HP Solid understanding of networking fundamentals — routers, switches, firewalls, wireless access points, and ISPs Working knowledge of network protocols including TCP/IP, DNS, and IP addressing Familiarity with device management platforms such as JAMF, Intune, and Meraki Knowledge of IT compliance and change management concepts is a plus Willingness to travel occasionally to support remote offices (less than 5% of the time) Ability to lift up to 50 lbs when required Bonus Points Fast learner and have a broad set of technical skills - Mac (majority of our laptops), Windows, Linux Passion for improving and automating processes Possess excellent customer support skills Ability and interest in working in a fast-paced, high-growth setting with a positive approach Worked with multicultural and geographically distributed teams #LI-JM5 Additional Information - We Take Care of Our People As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. Competitive pay based on the work you do here and not your previous salary Health coverage for you and your family in many locations Ability to craft your calendar with flexible locations and schedules for many roles Generous number of vacation days each year Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service Up to 40 hours each year to use toward volunteer projects you love Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic. Please see here for our Privacy Statement.