Job details

IT Helpdesk Support II

Bloomreach is the world’s #1 Commerce Experience Cloud, empowering brands to deliver customer journeys so personalized, they feel like magic. It offers a suite of products that drive true personalization and digital commerce growth, including:

Discovery, offering AI-driven search and merchandising
Content, offering a headless CMS
Engagement, offering a leading CDP and marketing automation solutions

Together, these solutions combine the power of unified customer and product data with the speed and scale of AI optimization, enabling revenue-driving digital commerce experiences that convert on any channel and every journey. Bloomreach serves over 850 global brands including Albertsons, Bosch, Puma, FC Bayern München, and Marks & Spencer. Bloomreach recently raised $175 million in a Series F funding round, bringing its total valuation to $2.2 billion. The investment was led by Goldman Sachs Asset Management with participation from Bain Capital Ventures and Sixth Street Growth. For more information, visit Bloomreach.com.

Become an IT Help Desk Support member for Bloomreach! You will be a part of our technical help desk team by providing excellent service and resolving all technical issues for our employees.

Our company provides the best digital experience for the top international e-commerce companies. Your work will impact hundreds of millions of customers in the online space. You will work in our Bratislava hub for 2-3 days per week, the rest of the week will be from home, and be part of the GIST (Global Information Security & Technology) Team. Starting salary of €1,900 per month.

Tasks and responsibilities

Remote

Serve as the first point of contact for users seeking IT support over email, chat and phone
Complete ticketed support items in a timely fashion along with recorded detailed notes and events
Assist with onboarding & offboarding of users
Aid users through IT troubleshooting and problem-solving process for online SaaS platform, Windows and macOS operating systems and hardware
Administer cloud services e.g. Google Workspace (formerly G Suite), Slack, JumpCloud, Jira, Office365, and more
Direct unresolved issues to the next level of IT support
Be creative, take your own initiative and solve challenging problems

On-Site

Organize company-owned desktop & laptop hardware inventory on-site by printing and applying label asset tags to hardware assets
Physically examine and evaluate returned company hardware from employees to determine if service repairs are required prior to redeployment or if retirement from inventory is warranted
Initiate computer wipe and OS reinstallation on returned company hardware (macOS, Windows 10-11)
Maintain IT asset inventory by recording and tracking company-owned desktop & laptop hardware both on and offsite using cloud-based asset management software
Identify, analyze, and address gaps in inventory processes by performing and documenting periodic hardware asset audits
Maintain office-specific documentation and KBs on the support of on-site hardware and relevant applications

What we expect of the candidate

Technical requirements

3+ years of customer service experience in an enterprise corporate setting in an onsite and remote capacity
3+ years of experience with any of the following ticketing systems: Zendesk, ServiceNow, Jira, Service Desk, Freshservice, RT (Request Tracker), Spikeworks, HappyFox
2+ years of previous experience with any of the following SaaS platforms: Google Workspace, Office 365, JumpCloud, Okta, Atlassian Jira
1+ years of MDM experience with any of the following platforms: Jamf, Mosyle, MobileIron, Fleetsmith, Apple Business Essentials
Must have the ability to diagnose, troubleshoot and resolve basic to intermediate technical issues
Proven ability to document and explain technical processes to both skilled, internal team members and external laymen users seeking IT support
Flexible and adaptable; able to work under pressure and continually context switch

Professional requirements

Strong proficiency in English
Customer-service oriented with excellent written and verbal communication. You empathize with those who come to you with their issues and make sure they understand you care about those problems
Confident and willing to deal with emerging problems, immediate tasks and long-term projects
Must be organized, self-motivated, professional, responsive and have a sense of urgency
Have a passion for constantly learning new technologies, trends and opportunities
Have a keen eye for detail; are the type of person who often spots overlooked issues and anticipates upcoming potential problems
Comfortable performing various technology focused office tasks (troubleshooting office printer, changing toner, troubleshooting office TVs, power cycling conference room equipment and wireless access points, etc)

More things you'll like about Bloomreach:

Culture:

A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one.
We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication.
We believe in flexible working hours to accommodate your working style.
We work remote-first with several Bloomreach Hubs available across three continents.
We organize company events to experience the global spirit of the company and get excited about what's ahead.
We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*.
The Bloomreach Glassdoor page elaborates on our stellar 4.6/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5

Personal Development:

We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.
Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.*
Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins.
Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*

Well-being:

The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.*
Subscription to Calm - sleep and meditation app.*
We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.
We facilitate sports, yoga, and meditation opportunities for each other.
Extended parental leave up to 26 calendar weeks for Primary Caregivers.*

Compensation:

Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.*
Everyone gets to participate in the company's success through the company performance bonus.*
We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.
We reward & celebrate work anniversaries -- Bloomversaries!*

(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)

Excited? Join us and transform the future of commerce experiences!

If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.

#LI-Remote

Bloomreach Glassdoor Company Review

4.6

Bloomreach DE&I Review

4.6

CEO of Bloomreach

Raj De Datta

Approve of CEO

Average salary estimate

$22800 / YEARLY (est.)

min

max

$22800K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About IT Helpdesk Support II, Bloomreach

Join Bloomreach as an IT Helpdesk Support II and be part of a team that's redefining the future of commerce experiences! In this role, you'll be the first point of contact for employees needing IT support, whether through email, chat, or phone. Your expertise will help resolve a variety of technical issues related to our online SaaS platforms, Windows, and macOS operating systems, ensuring that our team operates smoothly and efficiently. You'll work from our vibrant Bratislava hub 2-3 days a week, while enjoying the flexibility of working from home the rest of the time. You'll not only assist with troubleshooting but also support the onboarding and offboarding processes, manage our IT asset inventory, and engage creatively in solving challenges. With an attractive starting salary of €1,900 per month and plenty of opportunities to grow technically, Bloomreach offers a dynamic workplace where your contributions will make a lasting impact on global brands like Bosch, Puma, and FC Bayern München. Plus, with great benefits like professional development opportunities, a focus on well-being, and a commitment to a flexible work culture, Bloomreach is the perfect place for someone passionate about technology and customer service. Don't miss out on this chance to make a difference in the world of digital commerce!

Frequently Asked Questions (FAQs) for IT Helpdesk Support II Role at Bloomreach

What does an IT Helpdesk Support II at Bloomreach do?

As an IT Helpdesk Support II at Bloomreach, your role involves being the first point of contact for technical support requests from employees. You will assist with troubleshooting issues, onboarding and offboarding staff, and managing IT asset inventories. Your expertise in customer service and technical problem-solving will help ensure smooth operations within the company.