Help Desk - IT Support Technician II

Help Desk - IT Support Technician II

Location: London (Finsbury Square, In office 2 days per week)

With millions of diners, 70,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

Overview:

Are you an IT enthusiast who loves new technologies and gadgets? Do you genuinely enjoy resolving technical problems and helping your co-workers to grow their technical skills?

OpenTable is currently seeking a Help Desk Tier II for our Global IT Help Desk team, called TechTable. This person will serve as the escalation point for the TechTable team and resolve complex technical problems related to hardware, software, and access. They’ll also lead IT projects and become a subject matter expert on internal tools and systems.

Our ideal candidate is a self-motivated individual with a broad technical skill set and a passion for delivering world-class customer service. This candidate should be very adaptable and ready to work in a fast-paced, global enterprise environment. Things move quickly, so you’ll be expected to instinctively handle competing priorities, but still be accountable to deadlines and focused on getting the job done.

Additionally, this candidate should possess strong critical thinking skills and the ability to devise solutions to technical or process-related issues in a complex environment. You should be comfortable writing knowledge base documentation, scripting, and working with Windows servers and cloud/SaaS systems. You should also enjoy working closely with other teams in Security, Infrastructure, and Network Operations.

Essential Responsibilities:

Provide a wide range of technical support to end users through chat, email, and remote support

Lead internal IT projects

Identify service automation opportunities

Systems administration (Okta, Azure/Intune, Jamf, Iru, and others)

Support corporate office systems and teams

Manage and support Telcomm/Video Conference services

Test and configure end-user hardware and software

Support employee onboarding and offboarding

Create, curate, and revise knowledge base documentation & company-wide technical communications

Manage your ticket queue with SLAs in mind

Knowledge/Skills Required:

PC and Mac hardware/software support

Computer system security & compliance policies

ITSM and Service Desk management concepts

Experience supporting GSuite & Office 365

Experience with workflow tools such as Zapier, Workato, Tines, or similar tools for integration and automation.

In-depth knowledge of identity access management (Okta)

Scripting experience (bash, PowerShell, Python, etc.)

Audio/visual hardware and software support

iOS and Android mobile device support

Network troubleshooting experience

Computer security and threat protection concepts

Basic project management concepts

Collaborative attitude - team player

Patient, positive, and supportive attitude

Flexibility and ability to multitask in a fast-paced environment

Nice to have:

Business level proficiency in Italian

Benefits and Perks

5 weeks paid vacation

Private health & dental insurance

Work from (almost) anywhere for up to 20 days per year

Focus on mental health and well-being:

Company-paid therapy sessions through SpringHealth

Company-paid subscription to Headspace

Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)

Paid parental leave

Time off for your birthday

Paid volunteer time

Focus on your career growth:

Development Dollars

Leadership development

Access to thousands of on-demand e-learnings

Travel Discounts

Employee Resource Groups

Income protection and life assurance

Employee Assistance Program - including 24/7 GP & free legal advice

Pension plan contributions

Discounted gym membership

Bike2Work

Season ticket loan

Social events & Thursday happy hours

Free lunch 2 days per week

The best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. This role aligns with that approach, with an expectation of coming into the office two days a week—giving employees the best of both worlds: in-person collaboration and flexibility.

Work Environment & Flexibility

At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

Inclusion

We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.

If you need any reasonable adjustments during the application/interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.

#LI-Hybrid