IT Helpdesk Core, APAC

Job description

Netflix is the world's leading internet entertainment service with over 151 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 based out of Singapore, you will be responsible for providing world class 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.
·  A minimum of 4 years of IT remote desktop/helpdesk support experience 
·  Experience with supporting users remotely in a fast paced environment
·  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 is 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
·  Experience in supporting mobile device including iOS and Android devices
·  Familiar with basic IT principles including incident and problem management
·  Strong fundamental knowledge in networking protocols and troubleshooting
·  Experience in automation with scripting or programming languages such as Bash, Python, Java, or JavaScript is a plus