Job Description:

As the leading AI-powered cloud communications platform, Dialpad is on a mission to prove that employees don’t need to be in the office, stuck at a desk, or wearing pants to be 110% effective at their job. Our patented Voice Intelligence is embedded in every call to capture action items, provide coaching, take notes, analyze sentiment, and more in real time—setting us apart from the competition.

 Essentially, our products make it easy to have productive business communication over calls, video conferencing, and chat from anywhere and on any device. With 90% of businesses still using desk phones for their contact centers, sales teams, and internal communication, we have a massive opportunity to grow and shape the future of work.

 Who we are

At Dialpad, work isn’t a place you go, it's a thing you do. We don’t just build products for everywhere workers, we are everywhere workers. With offices in the Bay Area, Austin, Raleigh, Vancouver, Waterloo, Tokyo, London, Sydney, and Bangalore, along with remote workers around the world, we are committed to building a diverse workforce, where each person is welcomed and valued for their personhood and contribution.

 With a $1.2 billion valuation and over $250 million in funding from Google Ventures, Andreessen Horowitz, OMERS Growth Equity, ICONIQ Capital, Felicis Ventures, Work-Bench, Scale Ventures, and other top VCs, Dialpad attracts top talent from leading tech companies, and every member of our team plays an essential role in creating dynamic products that enable workers to collaborate and be productive from anywhere.

The team

You will be part of a global IT support team that plays a key role in delivering IT services for the Dialpad family of employees across the world. 

What you will achieve

In your first 30 days: 

• Gaining knowledge in development and training on technologies used by the Dialpad, 

• Understanding the company products, and also the various IT systems supporting the business.

In your first 60 days: 

• Focus on responding to local tickets and confidence development. 

• Develop the skills needed to carry out job duties with little to no supervision and to understand escalation policies and procedures.

By 90 days: 

• Handle incidents and escalations independently. 

• Resolve tickets opened by employees and escalating to various teams where required, follow through on incident resolutions, and communicating results and outcomes.

 Who you are

• Bachelor’s degree in related field or equivalent combination of education and 8+ years of experience

• Excellent communication skills, client service focused

• Experience with incident troubleshooting and escalation

• Solid understanding of networking (both wired and Wi-Fi)

• Familiarity with service delivery frameworks

• Familiarity with Project Management, as a team member and SME

• Self motivated, independent, team player, and go getter attitude

• Cisco Meraki networking, VPN and wireless systems

• Microsoft Intune and Jamf Pro MDM tools

• LDAP, Active Directory and Exchange experience

• Google Cloud Workspace / GSuite

• Anti-Virus Systems and device policies

• IAM management such as Okta

• Maintaining, upgrading, testing, integrating and advising on new IT systems for the business

• Be focused on improving operational efficiency on all levels and at all locations

• Analyze IT requirements and provide objective advice on the use of IT systems

• Assist with information security, physical security controls, and device security protocols

• Ensure proper hygiene of system accounts and licenses

• Responsible for tracking, managing, and supporting IT assets

• Research, install and configure new equipment and software

• Managing inventory of equipment, consumables and other supplies

• Network Administration and troubleshooting with employees at home and office

• Support and implementation of AV equipment, conference rooms, and meetings

• Troubleshoot and resolve IT issues via phone, web, and in-person channels

• Must have at least 4yrs of experience in MDM systems (Jamf Pro, Intune, SCCM)

• Must have experience working with and managing MacOS, Linux and Windows devices

 Benefits

 Culture

We’ve been named a Top Workplace seven times because we truly live and breathe our culture. In alignment with one of our core values, “Skill amp; Will,” we strive to bring on only the most passionate and talented people to our team. Collectively, Dialers work together to solve problems that help the everyday worker. We foster a collaborative environment where people are elevated, wins are celebrated, and development is encouraged. 

 Compensation and Equity

Teamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive salaries in addition to stock options because each Dialer participates in our success.

 Healthcare and Wellness

Stay healthy and happy! All employees will be covered with medical insurance along with up to five dependent members of the family. We even offer a monthly stipend to help cover your gym membership costs and offer a variety of wellness events to attend. Who wants to join a fitness class, a zen session, or a cooking class? That and more are available to all Dialpad employees!

Equity, Balance, and Belonging

At Dialpad, we value the humanity that makes each of us unique. We strive to ensure everyone is supported equitably, and Dialers are free to bring their full selves to work each day, and celebrate others doing the same. We champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Flexible Work Accommodations 

These days, it’s business as unusual. That’s why we offer a monthly stipend to help cover your cell phone and home internet. We also cover costs for home office equipment and encourage employees to take advantage of our generous time off and vacation policy. 

 Education

We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.

 Meals amp; Transportation

Use a prepaid card to pay for the commute to the office and enjoy meals, snacks, and drinks on us. 

Dialpad is an equal opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.