Klaviyo's global corporate Information Technology (IT) team — a member of Global Technology Solutions (GTS) — provides technology systems, administration, and support to Klaviyos worldwide. Our main goal is to ensure that Klaviyos everywhere have a strong technology foundation to do great work. We solve problems using technology, embracing automation, and supporting Klaviyo's continued scalability and sustainable employee growth in a rapidly evolving environment.

The IT Operations team is responsible for developing and operating the Global IT organization's processes, procedures, standards, and policies. It also performs technical business analysis, research, and specialized IT support. The IT Operations team is highly collaborative and cross-functional, working closely with the IT SearchBar team (our end-user support team), the IT Systems team, the IT Strategy team, and the broader Klaviyo organization.

About the Role

As an IT Specialist II focusing on Collaboration Technology, you'll be responsible for the operation and subject-matter expertise of our collaboration technology areas, including Event Technology, Unified Communication, and Digital Signage & Kiosks. For Event Technology, this will involve setting up and operating live events in our event spaces and event rooms. As part of Unified Communications, you'll also be responsible for operating our Zoom Room fleet and helping support these conference rooms along with our IT SearchBar team. Finally, you'll work with our Digital Signage & Kiosk applications and systems, which power our signage displays, wayfinding maps, and conference room check-in. You'll also work on projects and automation initiatives. You'll mentor team members and help them grow their technical knowledge. You'll have support when you need it, working closely with the IT SearchBar team and the IT Systems team to escalate issues as necessary, all under the leadership of the IT Manager, Operations.

How You'll Make a Difference

• Help prepare for and execute local events in our event spaces, including operating live-streaming equipment so Klaviyo employees can watch and listen anywhere.
• Manage, maintain, and troubleshoot conference rooms, digital signage, digital whiteboards, and other unified communication and collaboration technology.
• You'll oversee the ticket queue related to collaboration technology, ensure that priority tickets are solved expediently, and provide coaching and guidance to more junior team members.
• You'll provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem.
• Identify recurring technical issues and eliminate manual processes through automation.
• Assist with hardware needs — setting up and de-provisioning devices — installing and configuring software, and shipping and receiving.
• Be an active participant with documentation and writing knowledge base articles, including editing and reviewing documentation created by junior team members.

Who You Are

• You have experience running an audio console, video switcher, camera, microphone and related equipment.
• You've run live events, live audio reinforcement, basic live TV production, or similar.
• You have experience with Wirecast streaming software (or similar), Zoom, Jamboard, and other unified communications solutions.
• 2 years experience working in a help desk or support environment using a ticketing system such as FreshService, Zendesk, or similar.
• You've worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/Jira).
• You've worked with Robin, OfficeSpace, Envoy or similar workplace management applications.
• You have clear verbal and written communication skills.
• You're passionate about learning new technologies and passing that knowledge on.
• You enjoy working on challenging problems and finding impactful solutions.
• You have wired and wireless networking knowledge.
• You can work from the Boston office at least 3 days per week as needed and offer after-hours on-site event support as needed.
• Provide on-call support on a rotational basis after business hours.
• Able to handle freight shipments and moving equipment up to 50lbs.

Nice to Have

• Experience with programming languages or scripting knowledge.
• Experience with MDM/SSO strategy and support.
• Wired and wireless networking knowledge.