Full Job Description
Los Gatos, California
Netflix is the world's leading internet entertainment service with over 148 million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.
Netflix is on the hunt for a smart, motivated, and customer service centric individual to take on the role of Netflix Nerd, within the Core Support team who will provide exceptional technology support to Netflix’s corporate and production employee base. Nerds play a critical role inside the company, providing amazing technical support to our employees around the world, with a focus on increasing and enabling productivity.
As a Netflix Nerd on the Core Support team, you will be part of a team responsible for providing world class 24/7 remote support, resolving and dispatching every technology issue that comes your way. You are an expert in all our internal and production office technologies and must ensure Netflix employees stay highly productive in the most secure environment possible.
These requests can come in via tickets, email, chat, video hangouts, phone calls, and automated alerts. This position will involve a multitude of operational tasks such as supporting cloud applications, remote troubleshooting, account and system administration, provisioning/deprovisioning accounts, training on applications and security practices, automating solutions for the team, and documentation.
Daily duties can consist of prioritizing, resolving, routing, and scheduling all incoming internal technology support incidents and requests. You will partner with cross functional technology and operational teams to ensure requests are being resolved with great customer satisfaction. The Netflix Nerd must also set expectations with the ticket requester, and ensure all ticket information is logged correctly.
Experience working on a technical support team or customer service environment
Familiar with basic IT principles including incident and problem management
Strong fundamental knowledge in networking protocols and troubleshooting
Familiarity with distributed computing environment concepts; local and network based user and group accounts and permissions
Knowledge of best practices around data security
Experience working with Active Directory
Experience supporting Cloud and SaaS Applications and SSO, including Google Apps for the Enterprise (Gmail, Calendaring, Drive, Sites, Groups and Google+)
Google G-Suite administration a plus
In-depth knowledge of and the ability to perform remote troubleshooting on Mac OS, Chrome OS, Windows, Linux, and various applications including Office
Mobile device support including iPhone and Android
Experience with supporting users remotely in a fast paced environment
Proven ability to work independently with minimal supervision; must be a self-motivated self-starter who can initiate ideas and take ownership of work
Ability to learn new technologies quickly and with minimal guidance
Thrives on technical challenges and takes pride in solving them
Excellent interpersonal and communication skills both in person and remotely
Capable of composing process, procedure documentation, and training users in complex topics
Patience and a desire to provide world class customer service
Ability to understand the needs of our employees and make great judgement calls
Ability to prioritize and/or multitask competing initiatives
Out of the box thinking with an ability to constantly improve
Flexible schedule to accommodate 24/7 business needs
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