IT Operations Tech III

About the Role

Uber Engineering is a high-performance culture marked by perseverance and hyperproductivity. We're looking for team players with natural customer service intuition who can work harder, faster, and smarter while taking technical excellence to a whole new level. You should be pumped about building a global transportation marketplace that spans a wide range of cities - varying from 100,000 to 10 million people in size - with unique regulatory, technical, and business requirements.

L3 Service Desk Support Leads at Uber are expected to think beyond the ticket queues. You will be expected to work cross-organizationally to help develop and implement global service desk procedures and policies. Leads at this level have project management experience working with globally distributed teams, and your work will influence change that affects one or more adjacent orgs within the company. Here's your chance to be a part of Uber history!

What the Candidate Will Need / Bonus Points

\\-\\-\\-\\- What the Candidate Will Do ----

What you'll be doing:

01. Resolve escalated tickets
02. Complete manager assigned projects
03. Consistently demonstrates a positive customer service demeanor
04. Contributor on Global Tech Services and Service Desk initiatives
05. Advanced understanding of key IT systems (Google, Okta, Box, AD)
06. Escalation point for L1's & L2's
07. Responsible for internal and external facing documentation
08. Analyze Service Desk data for support trends and areas for improvement
09. Ensure team procurement follows logistics team guidelines
10. Mentor Junior team members
11. Train L1 & L2 Technicians, New and Continued product specific trainings
12. Own the on-going L2 training program, including development, documentation, scheduling and implementation

\\-\\-\\-\\- Basic Qualifications ----

01. Ability to script and code (e.g., Python, Bash) to automate routine IT tasks and enhance operational efficiency.
02. Familiarity with foundational AI concepts and practical experience with prompt engineering to leverage large language models for support and documentation tasks.
03. Go-to person for solving difficult issues : Escalation point for L1 and L2's with the highest level access to key systems
04. Content Approver / Writer / Trainer
05. Work with teams to solve big internal and external problems by providing great communication between team and stakeholders. Keep the Service Desk team hyper aware of products, projects, and issues that may impact them. Communication skills & Customer service skills must be impeccable.
06. Respond to technology support issues at a moment's notice and be on-call as needed. Constant monitoring of support queue and slack channels to ensure customer satisfaction and taking the extra step go above and beyond
07. Provide prompt, confidential and reliable technical support for a wide range of IT equipment and software including Google Apps, Slack, laptops, mobile phones, printers, network, cellular service, etc.
08. Accurately manage crisis escalation and activate/escalate to other support teams as appropriate
09. Provide direct feedback on issues impacting Uber Employees to IT Engineering leadership.
10. Act as the bridge between the Regional business leads, key stakeholders and IT Engineering
11. May require domestic and international travel
12. The normal hours of coverage is 8am to 5pm however, support is a 24x7 service
13. Any other duties as assigned

\\-\\-\\-\\- Preferred Qualifications ----

01. 4+ years of IT experience
02. Minimum of 3-4 years' experience with escalations, process efficiency, and Tier 3support.
03. Bachelor's Degree in Computer Science, or equivalent combination of education and experience
04. Expert knowledge with Windows, Linux, MacOS, iOS, Desktop/Laptops, networking, and A/V equipment
05. Ability to multi-task, independently manage time and execute on-time and at scale
06. Strong problem solving, organization and project management skills
07. A service-oriented attitude with the utmost discretion in handling sensitive/private technical issues and other matters.
08. Ability to thrive in a lightning-paced, highly technical environment
09. Demonstrably strong Customer Service experience
10. Ability to be on site and on call
11. Excellent verbal and written communication skills
12. Experience supporting mobile devices via Airwatch and Knox
13. Ability to communicate effectively with the local executive team as well as other international IT Eng teams.
14. Ability to take initiative and work independently, as well as part of a team
15. Willing to work after hours and weekends as required (on-call)

For San Francisco, CA-based roles: The base hourly rate range for this role is USD$44.24 per hour - USD$49.05 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link [](;br>
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing [this form](;br>
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.