FAQs
What is the primary responsibility of a Helpdesk Technician at Bitly?
The primary responsibility of a Helpdesk Technician at Bitly is to independently manage the inbound ticket queue for service requests from all Bitly employees, ensuring timely resolution of high-volume requests while maintaining detailed documentation of interactions.
What qualifications are required for the Helpdesk Technician position?
Candidates should have at least 1+ years of experience working in an IT Service Desk environment, troubleshooting experience with Apple or MS computers, and familiarity with Google Workspace, Atlassian JIRA Service Desk, Active Directory, and Apple MDM solutions. Experience with Shell scripting and Linux-based systems is also preferred.
What skills are important for a Helpdesk Technician at Bitly?
Important skills for this role include excellent interpersonal and communication skills, attention to detail, organization, and the ability to diagnose and resolve basic technical issues. A strong customer service orientation is also essential.
Are there specific tools or technologies that a Helpdesk Technician should be familiar with?
Yes, familiarity with Google Workspace, Atlassian JIRA Service Desk, Active Directory, and Apple MDM solutions such as Mosyle Fuse, Addigy, or Kandji is important. Experience with Shell scripting and Linux-based systems is also beneficial.
What does Bitly offer to employees from day one?
Bitly offers competitive salary and stock options, 30 days of paid vacation, flexible working hours, wellness reimbursement programs, enhanced reproductive health support, robust mental health support, professional development budgets, and full support for remote work, including a home office stipend.
What is the salary range for the Helpdesk Technician position?
The salary range for this position is €39,180—€58,775 EUR, with realistic expectations for a first-year employee's salary likely falling closer to the mid-point of this range.
Is this position remote, and what is the eligibility requirement?
Yes, the position is remote. Applicants must be currently authorized to work in Germany on a full-time basis and located in Germany.
What kind of work culture does Bitly promote?
Bitly promotes a collaborative culture characterized by individual accountability, innovation, diversity, equity, and inclusion. The company values integrity and aims to foster a fun, memorable experience for employees.
What kind of support does Bitly provide for mental health?
Bitly provides robust mental health support through an Employee Assistance Program (EAP), offering confidential counseling services through Lyra.
Will the Helpdesk Technician be required to generate documentation?
Yes, the Helpdesk Technician will be responsible for producing internal process documentation and writing how-to articles as part of their role.