Associate IT Support Specialist
Akamai · Posted Oct 26
Cloud computing, cybersecurity, and content delivery network services
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About the role
Akamai's Solution Center delivers IT support to internal customers worldwide, focusing on excellent service through live chat, phone, tickets, and email while collaborating globally on internal solutions. The role sits within Akamai's Cloud and Edge, Security, Content Delivery, and AI platform business. As an Associate IT Support Specialist, you will diagnose and resolve technical issues, own service requests toward first-call resolution, and use remote service tools to support employees across the organization.
What you will do
- Providing initial support to internal customers via live chat, phone, tickets, and email for seamless communication and assistance.
- Working primarily remotely, with occasional office visits required for internal meetings, team activities, or training sessions as necessary.
- Reviewing, own, and resolve service requests in a timely and accurate manner.Aim to reach first-call/touch problem resolution
- Understanding remote service tools to resolve issues, enhancing exceptional customer experiences, and collaborating with peers to develop optimal internal solutions.
- Being resourceful, finding accurate answers, and offering actionable, timely feedback to teammates to enhance service quality effectively.
- Demonstrating unwavering dedication to safeguarding and preserving the integrity of the Solution Center brand.
Skills used in this role
What the employer is looking for
- Possess 13 of relevant experience in IT Helpdesk support.
- Understand software and hardware troubleshooting, macOS/Windows/Linux environments, networking fundamentals, and utilize experience with common office applications effectively.
- Utilize office applications, showcase interpersonal skills, resolve technical challenges while maintaining composure and ensuring exceptional customer focus.
- Have the dedication to maintaining a clean, safe, and efficient workspace both back and front of house
- Demonstrate enthusiasm for exceptional customer service, effective communication abilities, interpersonal expertise, and hold IT certifications like CompTIA A+ or ITIL Foundation.
Benefits and support
- FlexBase flexible work program (at home, in an office, or a combination of both)
About Akamai
Akamai is a global cloud computing, cybersecurity, and content delivery network company that powers and protects digital experiences online. Its distributed edge platform optimizes web and application performance while providing robust enterprise security solutions. The company serves major global enterprises across various industries, enabling scalable cloud infrastructure and advanced threat mitigation.
- Industry
- Cloud Computing
- Company size
- 11000+ employees
- Founded
- 1998
- Location
- Cambridge, Massachusetts, USA
- Funding stage
- Public Company
Funding
Public Company · $61.5M raised
- 2023-08-16Post Ipo Debt
Leadership
Chief Executive Officer & Co-Founder
EVP & Chief Financial Officer
EVP & Chief Technology Officer
Chief Operating Officer & GM, Cloud Technology Group
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