IT Support Technician

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role

We’re always on the search for amazing people. The IT Team consists of people who have real passion for what they do and are masters at their craft. We reflect the larger company philosophy, to solve data problems, but focus internally on the systems we build and the internal partners we support. Agile in our processes, we strive to push the boundaries of our best-of-breed platforms to build a world-class systems operation. Our team thinks smart, strategic and scalable, and will push you to do the same. As the IT Support Technician, you will be part of a growing team to deliver customer service to our internal Elastic partners. Job responsibilities will include on-boarding, providing support to our users, and supporting the local office IT infrastructure.

This role will work from our Austin office 5 days per week.

What You Will Be Doing

Deliver exceptional customer service in a distributed environment, serving as the first point of contact for issue resolution

Manage, update, and dispatch tickets through our ticketing system in a timely manner

Onboard new employees end-to-end, including account setup, equipment procurement, and hardware handoff

Install, configure, and maintain laptops, network devices, printers, and other office equipment

Track and manage hardware and software inventory

Continuously review IT processes, technologies, and deployments, proactively identifying and recommending improvements — including opportunities to automate repetitive tasks using AI-powered tools

Document IT systems and deliver training to users on standard methodologies and guidelines

Provide build and support assistance for AV systems

Coordinate with external vendors for equipment servicing and repairs

Oversee patch management across corporate infrastructure

What You Bring

Superb communication, documentation, and customer service skills

3+ years of IT support experience in a corporate environment, with proficiency in macOS and Windows operating systems

Ability to work both independently and collaboratively

Experience with cloud-hosted solutions such as G-Suite, Okta, ServiceNow, Slack, and Atlassian

Experience with network solutions including Cisco, Meraki, and HP

Solid understanding of networking fundamentals — routers, switches, firewalls, wireless access points, and ISPs

Working knowledge of network protocols including TCP/IP, DNS, and IP addressing

Familiarity with device management platforms such as JAMF, Intune, and Meraki

Knowledge of IT compliance and change management concepts is a plus

Willingness to travel occasionally to support remote offices (less than 5% of the time)

Ability to lift up to 50 lbs when required

Bonus Points

Fast learner and have a broad set of technical skills - Mac (majority of our laptops), Windows, Linux

Passion for improving and automating processes

Possess excellent customer support skills

Ability and interest in working in a fast-paced, high-growth setting with a positive approach

Worked with multicultural and geographically distributed teams

#LI-JM5

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

Competitive pay based on the work you do here and not your previous salary

Health coverage for you and your family in many locations

Ability to craft your calendar with flexible locations and schedules for many roles

Generous number of vacation days each year

Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service

Up to 40 hours each year to use toward volunteer projects you love

Embracing parenthood with minimum of 16 weeks of parental leave

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

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