IT Service Operations Engineer

| Greater NYC Area

As a member of the Knotel IT Service Delivery team, the IT Service Operations Engineer is responsible for providing operational support for Knotel members and IT expertise to the IT Service Delivery Team. Primary responsibilities include ensuring availability of members’ core infrastructure, and to troubleshoot and solve advanced IT issues. Other areas of responsibility include the execution and oversight of IT projects and delivery of IT services to prospective members. This is a client-facing role and requires strong problem-solving and customer service skills, resourcefulness and the ability to communicate effectively.

What You’ll Do

  • Provide remote and on-site technical support to our members
  • Configure, install and troubleshoot Meraki network hardware
  • Troubleshoot technology issues relating to WiFi, printers, phones and conference room technologies
  • Manage multiple projects including hardware deployment, upgrades, and maintenance
  • Coordinate with various vendors, including ISPs, MSPs, hardware vendors for problems solving
  • Provide an escalation path for team members for technical issues
  • Coordinate and escalate complicated issues with other IT groups
  • Provide solutions to members who have non-standard IT needs
  • Serve as the technical escalation point for other Knotel staff in the field
  • Oversee the resolution of outages and major problems

Who You Are

You are someone who is energetic and willing to seek out knowledge by doing. This is a hands-on role and your success will be driven by your desire to gain experience in networking and technical support. You are ready to take on a more hands-on role to increase your knowledge in the field by application. You are someone who can learn quickly and take ownership of the tasks that are given to you. You can take direction well and execute on shared deliverables. Additional technical requirements below:

  • 2+ years of experience with Networking hardware (Meraki and Cisco)
  • Knowledge of Firewalls
  • Strong knowledge of TCP/IP, Wireless technologies
  • Scripting experience
  • Familiarity with printers and multifunction devices
  • Experience with ticketing systems
  • Good technical writing abilities and communication skills
  • Proven ability to handle multiple tasks at once
  • Strong organizational and analytical skills
  • Dependability and reliability
  • Capable of working in a disciplined manner in a very relaxed atmosphere

Role Expectations

  • Ability to work well within a distributed team
  • Role will encompass on duty rotation, providing coverage primarily during business hours
  • Availability to be on call after hours and on weekends to handle emergencies, as part of a team
  • Occasional weekend and after-hours work

As a member of the Knotel IT Service Delivery team, the IT Operations Technician is responsible for providing operational support for Knotel members. Primary responsibilities include ensuring availability of members’ core infrastructure, and to troubleshoot and solve basic IT issues. Other areas of responsibility include the execution and oversight of IT projects and delivery of IT services to prospective members. This is a client-facing role and requires strong problem-solving and customer service skills, resourcefulness and the ability to communicate effectively.

What You'll Do

  • Provide remote and on-site technical support to our members
  • Troubleshoot technology issues relating to WiFi, printers, phones and conference room technologies
  • Manage multiple projects including hardware deployment, upgrades and maintenance
  • Configure and install Meraki network hardware
  • Coordinate with various vendors, including ISPs, MSPs, hardware vendors for problems solving
  • Coordinate and escalate complicated issues with other IT groups
  • Provide solutions to members who have non-standard IT needs
  • Serve as a the technical escalation point for other Knotel staff in the field
  • Oversee the resolution of outages and major problems.

Who You Are

You are someone who is energetic and willing to seek out knowledge by doing. This is a hands-on role and your success will be driven by your desire to gain experience in networking and technical support. You are ready to take on a more hands-on role to increase your knowledge in the field by application. You are someone who can learn quickly and take ownership of the tasks that are given to you. You can take direction well and execute on shared deliverables. Additional technical requirements below:

  • 1-2 years experience with Networking hardware (Meraki and Cisco)
  • Knowledge of Firewalls
  • Fundamental knowledge of TCP/IP, Wireless
  • Familiarity with printers and multifunction devices
  • Experience with ticketing systems
  • Proven ability to handle multiple tasks at once
  • Capable of working in a disciplined manner in a very relaxed atmosphere
  • Ability to work well within a distributed team

About Knotel

Knotel empowers companies to be their most productive by providing tailored, responsive spaces that flex to meet their evolving needs.

Named a Business Insider Top 50 Startup and New York's Hottest New Workspace Model, Knotel has over 100 locations across more than 2 million square feet in New York, San Francisco, London, and Berlin. Founded in 2016, Knotel has raised $160 million in funding. Knotel’s member network includes companies like Starbucks, Cheddar, and King. Visit Knotel.com to learn more.

Our Core Values

Fly your Flag - Don’t check your identity at the door. Bring it inside - we are better for it.

Don’t Look Away- Care for the details no one told you about. Make every space a home and give the gift of belonging.

Outcomes, Not Processes- Time is precious. Save it. Start with the goal and back out the journey

Get Uncomfortable- Innovation starts at the edge of the unknown. Embrace the adventure and sign up for the hairy challenges.

“Where is it Engraved…”- Question orthodoxy.

Share in the Victory Dance- No one summits alone. Leverage the best in others and offer the most in yourself.

Diversity & Inclusion at Knotel

At Knotel, we know that a diverse workforce fosters our individual and collective success. We are committed to building an inclusive, collaborative culture where people of all races, genders, sexual orientations, and religious backgrounds can do their best work. This is all fueled by our employees, who drive the efforts and initiatives outlined here.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • ReactLibraries
    • ApolloLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • GraphQLFrameworks
    • Next.jsFrameworks
    • React NativeFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • MixpanelAnalytics
    • SnowplowAnalytics
    • LookerAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • SketchDesign
    • AbstractDesign
    • JIRAManagement

Location

We recently moved to a spacious location in Times Sq. It's super accessible, filled with natural light, and has great food, drink, and entertainment.

An Insider's view of Knotel

What are some social events your company does?

Knotel encourages its employees to socialize during the workday, but also provides fun events and opportunities outside of work for everyone to enjoy. We love hosting themed happy hours, and there's always a Knotel intramural sport you can join. Right now we're preparing for our summer retreat at a local summer camp–hilarious photos to come!

Rebecca

People Operations Associate

What projects are you most excited about?

Where do I start? Knotel has many incredible teams working on projects from increasing the agility and modularity of our spaces to improving the quality and diversity of our product line to meet the needs of our growing roster of corporate customers. My favorite thing about Knotel is that every employee has ownership of projects big and small.

Charlie

Platform Manager, Real Estate & Business Development

How has your career grown since starting at the company?

Knotel's rapid expansion has provided me with a very dynamic work environment. Over the last year, new projects and new roles have created pathways to grow within the company. I'm constantly challenged to own my role as it evolves, and I'm encouraged to build new skills. This has and will continue to be invaluable to my career as a Project Manager.

Jordan

Project Manager

How do your team's ideas influence the company's direction?

The Workshops team has the unique opportunity to explore how to make the Knotel membership more valuable through new ventures and products. In partnership with the expertise within each vertical of the company, we are able to test, learn, launch and scale new ventures and products that build on the Knotel core offering.

Roshni

Manager, Workshops

How would you describe the company’s work-life balance?

I really love my work and I enjoy being with my team, so work doesn’t feel like work. However, no matter how much I love producing results, my family comes first. Knotel has been incredibly accepting of my wonky schedule so that I can get quality time with my family. So my work and life are perfectly balanced here.

Sanjiv

VP of Product

What are Knotel Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
We offer competitive discounts at a number of NYC gyms and fitness clubs, as well as Knotel-sponsored boot camp and yoga classes!
Retirement & Stock Options Benefits
401(K)
We offer an individual contribution 401k plan so you can save directly from every paycheck.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 16 weeks of paid parental leave for both primary and secondary caregivers.
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Employees are encouraged to get away for refreshment and inspiration!
Paid Volunteer Time
Every year, Knotel hosts a "Week of Service". Employees are encouraged to take advantage of volunteer opportunities.
Perks & Discounts
Casual Dress
Our office has a relaxed dress code--be comfortable and be yourself.
Commuter Benefits
Company Outings
Knotel hosts happy hours every other week, with company-wide dinners every quarter. We celebrate with holiday parties and an annual company retreat for all employees.
Stocked Kitchen
Our kitchen is stocked with unlimited snacks and beverages to keep our team nourished throughout the day.
Some Meals Provided
We have weekly company-wide catered lunches that are completely technology-free. This allows time for our employees to spend time enjoying each other during the work day!
Happy Hours
Knotel hosts happy hours for employees, friends, and guests every other week. The more, the merrier!
Pet Friendly
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