Let's tomorrow, together.

At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.

Your Role:

Medallia’s mission is to help companies win through customer experience. The world’s best-loved brands trust Medallia’s Experience CloudTM, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Named a leader in the most recent Forrester Wave and ranked in the 2018 Forbes Cloud 100 list, Medallia is growing quickly, with a global footprint that spans Silicon Valley, Austin, New York, Washington DC, Toronto, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title—nobody is “just an engineer” or “just a salesperson.” We are each partners, parents, children, siblings, friends, and former classmates. We have different backgrounds and we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people.

At Medallia we hire the whole person, not just a part of them.

Do you have a passion for helping others solve complex problems and driving business improvements across an intricate organization? Are you results-driven and action-oriented? Do you enjoy working with technology and love being part of a highly engaged team? Then join our team as an IT Support Analyst!

Our Team
Our IT team ensures that the employee experience with our internal systems is flawless, and in times when it is not - finding ways to do just that. We are committed to our goal of creating an exceptional employee experience, are focused on creating exciting growth opportunities, and have maintained one of the highest employee satisfaction scores in the industry.

The Role

As an IT Support Analyst, you will play a key role in enabling the success of Medallia employees. This includes ensuring the constant availability of IT services, performing initial triage of support inquiries, and resolving technical issues.
This is also a unique opportunity to partner with our infrastructure, application support, and business intelligence teams, all working towards one common goal; the success of Medallia employees. You will be the first point of contact for our employees and the familiar face for Medallia IT!

What we’re looking for:

Exceptional customer service skills with experience in supporting users.
Experience in supporting MDM-managed Apple / Mac hardware within an enterprise environment
Experience in supporting or administering applications such as Google Workspace, Okta, Jira, Confluence, Slack and Zoom
Experience in onboarding & offboarding employees, including access provisioning & de- provisioning and hardware delivery & collections
Experience in supporting on-site office infrastructure including networking infrastructure, meeting rooms, event spaces & printers.
Strong verbal & written communication skills, including contributing to user & technical documentation.
Ability to manage multiple, competing tasks, projects & priorities with ease.
Identify technical gaps and escalate issues to other parts of the organization.

Qualifications and Experience

Bachelor's degree in related field.
Excellent verbal and written communication skills in English.
5+ year(s) of experience in a customer-focused, technical support environment.
Ability to work a flexible schedule including nights and weekends; work hours will be based on business needs.
1+ year(s) experience with evaluating and troubleshooting technical issues and explaining resolutions in a simple way.
5+ year(s) of supporting Mac, Windows, iOS, and Android environments
5+ year(s) of supporting Google Chrome, O365, Slack, and Zoom desktop applications
5+ year(s) of user administration experience in SaaS platforms including; Google Suite, Okta, Slack and Zoom
5+ year(s) of user administration experience in Active Directory; including user management, group policies, domain joining, and Remote Desktop Services.
5+ year(s) using a ticketing system to document issues and their resolutions

What we do.

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.

Come as U are, because U Matter at Ubiquity.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.

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