IT Specialist I, Collaboration Technology 

Boston, MA (3x a week Hybrid)

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying.

About the team

Klaviyo's global corporate Information Technology (IT) team — a member of Global Technology Solutions (GTS) — provides technology systems, administration, and support to Klaviyos worldwide. Our main goal is to ensure that Klaviyos everywhere have a strong technology foundation to do great work. We solve problems using technology and embracing automation and support Klaviyo's continued scalability and sustainable employee growth in a rapidly evolving environment.

The IT SearchBar team — "SearchBar" is our end-user support team — is responsible for providing day-to-day tactical support to Klaviyos. SearchBar responsibilities include assisting with employee onboarding, inventory maintenance, overseeing a ticket queue, creating automated workflows, and documenting processes for our internal knowledge base. 

About the role (you)

As an IT Specialist I, focusing on Collaboration Technology, you'll be responsible for the operation and subject-matter expertise of our collaboration technology areas, including Event Technology, Unified Communication, and Digital Signage & Kiosk, managed by the IT Lead, Collaboration. For Event Technology, this will involve setting up and operating live events in our event spaces and event rooms. As part of Unified Communications, you'll also be responsible for operating our Zoom Room fleet and helping support these conference rooms along with our IT SearchBar team. Finally, you'll work with our Digital Signage & Kiosk applications and systems, which power our signage displays, wayfinding maps, and conference room check-in. You'll also work on projects and automation initiatives. You'll have support when you need it, working closely with the IT SearchBar team and the IT Systems team to escalate issues as necessary.

How you’ll have an impact

• Help prepare for and execute local events in our event spaces, including operating live-streaming equipment so Klaviyo employees can watch and listen anywhere.
• Manage, maintain, and troubleshoot conference rooms, digital signage, digital whiteboards, and other unified communication and collaboration technology. 
• Complete tickets/tasks assigned to you.
• You'll provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem. 
• Identify recurring technical issues and eliminate manual processes through automation. 
• Assist with hardware needs — setting up and de-provisioning devices — installing and configuring software, and shipping and receiving.
• Be an active participant with documentation and writing knowledge base articles, including editing and reviewing documentation 
• Provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem. 
• Identify recurring technical issues. 
• Assist with hardware needs — setting up and de-provisioning devices — installing and configuring software, and shipping and receiving.
• Identify a focus area and work on a career plan to ensure your continued growth.

What we’re looking for:

You have experience running an audio console, video switcher, camera, microphone and related equipment.

• You’ve run live events, live audio reinforcement, basic live TV production, or similar.
• You have experience with Wirecast streaming software (or similar), Zoom, Jamboard, and other unified communications solutions. 
• 1+ years experience working in a help desk or support environment using a ticketing system such as FreshService, Zendesk, or similar. 
• You've worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/Jira).
• You’ve worked with Robin, OfficeSpace, Envoy or similar workplace management applications. 
• You have clear verbal and written communication skills. 
• You're passionate about learning new technologies and passing that knowledge on. 
• You enjoy working on challenging problems and finding impactful solutions.
• You have wired and wireless networking knowledge.
• You can work from the Boston office 4-5 days per week as needed and after-hours on-site event support as needed. Depending on event schedules, occasional work-home-home flexibility may be available, subject to Klaviyo policy. 
• Provide on-call support on a rotational basis after business hours. 
• Able to handle freight shipments and moving equipment up to 50lbs.

Nice to have

• You've got experience with programming languages or scripting knowledge.
• You have experience with MDM/SSO strategy and support. 
• You have wired and wireless networking knowledge.

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