IT Support Office Lead

IT delivers world-class service and support for Asanas everywhere. Our goal is to provide systems and technology that enable collaboration, unlock creativity, and help to power our teams across the globe. Asana is seeking an experienced IT Support Lead for our EMEA region. You will play a critical role in representing Asana IT in the EMEA region through supporting our offices and users based in Dublin, London, Reykjavík, Paris, Munich and Warsaw. You will also help to support Asana users globally as we continue to grow. Based in our Dublin office, you will also serve as the regional liaison for our San Francisco based AV and Networking Infrastructure teams.

You will thrive if you enjoy asking questions, are confident in not knowing everything, and would rather collaborate with others than go it alone. You are crisp and detail-oriented, but able to work outside the boundaries when necessary. On top of your proven history of success, you have a passion for technology and, like us, you value hard work and fun in equal measure.

This role is based in our Dublin office and requires working from this office Monday through Friday. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve

• Function as the “Voice of the Region” for EMEA, partnering with regional leadership across multiple teams, surfacing concerns and risks, and sharing regional recommendations for best practices with IT pillar leads.
• Oversee IT Support operations across EMEA, ensuring consistent global experience and adapting to various time zones as needed.
• Manage the IT on-boarding experience and IT welcome sessions for the EMEA region.
• Troubleshoot hardware and software problems with both Windows and Apple products, including desktop and laptop hardware.
• Build and deploy new laptops using standard deployment tools (JAMF, Intune, Workspace ONE, Oomnitza, etc.).
• Assist with AV setup for internal meetings and events using local AV systems including conference rooms, projectors, Zoom, and event presentation spaces.
• Manage system access and software deployment for Asana’s users, including responding to IT support requests and managing inventory.
• Provide IT support in person and via a ticketing system, ensuring effective resolution of hardware and software issues.

About you

• 5+ years of experience in IT support roles including:
• OS X and Mac hardware troubleshooting experience
• Basic AV and networking skills, including an understanding of video conferencing, WiFi, VPN, etc.
• Experience with being part of a distributed team, whose main HQ might be in another location
• Experience using and managing ticket-based enterprise workflow management systems, particularly Asana, Zendesk, or similar
• Experience managing executive support and partnering with cross-functional leadership to improve tools and processes.
• Effective communication to proactively engage with business leaders to understand pain points, troubleshoot, and escalate as needed.
• Ability to lift heavy equipment (50+ pounds) as needed.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between €91,000 - €115,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.

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