About the job
At Mapbox, we are at the forefront of revolutionizing real-time location services for a new era of location-aware businesses. As the only platform offering a comprehensive suite of tools, we empower organizations to navigate people, packages, and vehicles seamlessly. With over 4 million registered developers, our platform is renowned for its flexibility, stringent security protocols, and privacy compliance. Organizations harness Mapbox's applications, data, SDKs, and APIs to craft unique and immersive experiences that captivate their customers.
Our IT team plays a crucial role in ensuring that technology is not only effective but also provides a frictionless experience for every Mapbox team member. We strive to optimize our corporate technology infrastructure by promoting secure and repeatable processes, supporting data across various platforms, and delivering self-service solutions whenever feasible.
Every individual at Mapbox is a valued customer, stakeholder, and partner, often all at once. The IT department encompasses diverse functions, including incident response, laptop support, office networking, audio/visual management, SaaS integration, onboarding for new hires, and end-user training.
Your Role
As a part of our global organization with offices across North America, Europe, and Asia, you'll be joining a dynamic IT team that provides outstanding support and services for our worldwide offices. In this role, you will support a rapidly growing employee base in your region and collaborate with IT colleagues from other offices to maintain a follow-the-sun support model while developing solutions that enhance Mapbox's overall agility. Reporting directly to the IT Manager, your primary focus will be on IT and Security Operations, ensuring the optimal performance of our systems and services, both on-premises and in the cloud, while assisting employees in maintaining consistent, secure, and user-friendly processes.
In this position, you can expect to:
Collaborate with the IT team to manage inbound support requests and incidents, resolving them in alignment with our service level agreements.
Deliver exceptional customer support in-person, through our ticketing system, and via chat, empowering employees to effectively utilize our corporate tools and become IT advocates.
Facilitate smooth onboarding processes for new hires and manage the comprehensive IT lifecycle for employees.
Set up, maintain, and enhance the in-office LAN, Wi-Fi, audio-visual, conferencing, and computing systems.
