IT Support Specialist_

Denver

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

Posting Open Date: 6/20/24

Anticipated Posting Close Date*: 7/3/24

*Job posting may close early due to the volume of applicants.

We seek an empathetic, curious, and solution-oriented IT Support Engineer to provide technical assistance to our geographically diverse user base. You will collaborate with your team and users to understand needs, build trust, and find effective solutions. Your interpersonal skills and technical expertise will enable you to resolve a variety of requests while ensuring users feel heard and supported. You will maintain system performance, respond thoughtfully to tickets, and honor agreed-upon procedures and metrics. Your ability to connect with others will contribute to an environment where both technology and people thrive, aligning with our vision of a workplace that values and supports all individuals.

**What You'll Do:**

+ You will work compassionately with our customers on resolving their issues, including requests and break/fix tickets

+ You will collaborate with your team members to find effective solutions to complex problems, helping you to master valuable new skills

+ You will connect with our customers as you troubleshoot with them in person during your IT Support Desk staffing rotation

+ You will play a crucial role in the team’s success by participating in a ticket triage rotation to assign out incoming tickets

**What We're Looking For:**

+ You have at least 4 years of experience providing IT support in organizations with 500-2000 customers.

+ Proficient in using and troubleshooting Okta, Google Workspace, Slack, Zoom, macOS and Windows operating systems, iOS and Android mobile devices, and knowledge of MDM platforms such as Jamf and Google.

+ You have experience with Confluence, Jira, and Jamf or Munki.

**We’ll be super impressed if you have experience in any of these:**

+ Hands-on experience with Linux (particularly Ubuntu) operating systems.

+ Experience supporting AV equipment for global company events.

**Work Hours:**

+ This position will require you to be available during core business hours, in addition to on call hours.

+ This position will require you to work from the Denver office at least three days per week, from 9AM-5PM local time.

**Work Location(s) & Travel Requirements:**

This position is open to the following preferred office locations:

+ Denver, CO

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

The estimated salary range for this position is $111,000 to $138,750.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings?

We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2024, we offer 10 paid local holidays, 11 paid company wellness days.

**Why Fastly?**

+ **We have a huge impact.** Fastly is a small company with a big reach. Not only do our customers (astly.com/customers) have a tremendous user base, but we also support a growing number of open source projects and initiatives (astly.com/open-source/) . Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.

+ **We love distributed teams.** Fastly’s home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. As a new hire, you will be able to attend our IN-PERSON new hire orientation in our San Francisco office! It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands-on learning opportunities, and immerse yourself in our culture firsthand.

+ **We value diversity.** Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.

+ **We are passionate.** Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

**We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply!** **A fully completed application and resume or CV are required when applying.**

_Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications._ _All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances._

_Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at_ [email protected]_ _or 501-287-4901._

_Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy (astly.com/privacy) . Please see our privacy notice for job applicants (astly.com/privacy-job-applicants) ._