IT Support Analyst

We are seeking a skilled IT Support Analyst for a 6-month fixed-term assignment to provide high-quality technical support to our workforce. In this role, you will be a key contributor to our Help Desk team, serving as a frontline problem solver and ensuring the efficiency of our IT operations during the contract period.

This role is ideal for someone who thrives in a fast-paced, evolving startup environment. You are an in the moment problem solver and are able to stay focused on building and scaling for the future. You thrive on building relationships and uncovering employee sentiment around current offerings.

This is a remote position with a requirement for candidates to reside in the United Kingdom (preferred) or Spain to maintain effective collaboration across teams.

What You'll Do:

• Manage the full lifecycle of onboarding and offboarding tickets and processes, ensuring timely and accurate IT setup and deactivation
• Provide high quality support for technical issues across our environment, with a focus on maintaining a high standard of end user experience
• Manage and resolve inbound support requests via ticketing systems, email, Slack, and remote support tools (e.g. Zoom, Splashtop)
• Maintain and support a variety of systems and devices, including MacOS, Windows, mobile devices, AV equipment, and printers
• Provide advance troubleshooting for account issues impacting onboarding, focusing on critical systems including but not limited to Workday, Okta, Google, Slack, Zendesk, Jira, and Confluence
• Remotely troubleshoot and resolve onsite IT issues related to conference rooms, printers, and other office systems as needed.
• Document and update IT policies, procedures, and troubleshooting guides for the IT team and for end user knowledge base articles
• Identify trends and recommend process improvements to enhance support workflows and employee satisfaction
• Assist with IT related projects and initiatives
• Participate in the team's on-call rotation, responding to incidents, troubleshooting issues, and contributing to root cause analysis and service reliability improvements.

Do you have experience in macOS?, * 2+ years of IT support experience in a fast paced Enterprise IT environment

• Experience managing and maintaining an enterprise ticketing system is preferred. (e.g. Zendesk, Jira, or ServiceNow)
• Outstanding communication skills, which includes the ability to explain complex concepts to nontechnical audiences.
• Resourceful and creative problem solver with the ability to discover solutions through research, testing, discovery.
• Ability to work well under pressure, and self manage competing priorities
• Experience working cross functionally and fostering stakeholder relationships
• Desire to provide exceptional customer service and satisfaction
• Team player with excellent communication skills
• Attention to detail and a passion for accuracy

Preferred Experience:

• Administration experience with Okta, Jira, Slack, and Google Workspace
• Experience integrating applications, building workflows and automation
• Familiarity with team based project workflows such as Agile or Kanban

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As a global leader in micromobility, Lime is on a mission to build a future where transportation is shared, affordable and carbon-free. A Time Magazine 100 Most Influential Company, Lime has powered more than one billion rides in close to 30 countries across five continents, spurring a new generation of clean alternatives to car ownership. Learn more at li.me.