IT Support Analyst, Lime
Electric bike and scooter rentals
Be an early applicant
Electric bike and scooter rentals
1001+ employees
Be an early applicant
1001+ employees
Company mission
To build a future where transportation is shared, affordable and carbon-free.
Role
Who you are
- 2+ years of IT support experience in a fast paced Enterprise IT environment
- Experience managing and maintaining an enterprise ticketing system is preferred. (e.g. Zendesk, Jira, or ServiceNow)
- Outstanding communication skills, which includes the ability to explain complex concepts to nontechnical audiences
- Resourceful and creative problem solver with the ability to discover solutions through research, testing, discovery
- Ability to work well under pressure, and self manage competing priorities
- Experience working cross functionally and fostering stakeholder relationships
- Desire to provide exceptional customer service and satisfaction
- Team player with excellent communication skills
- Attention to detail and a passion for accuracy
Desirable
- Administration experience with Okta, Jira, Slack, and Google Workspace
- Experience integrating applications, building workflows and automation
- Familiarity with team based project workflows such as Agile or Kanban
What the job involves
- Manage the full lifecycle of onboarding and offboarding tickets and processes, ensuring timely and accurate IT setup and deactivation
- Provide high quality support for technical issues across our environment, with a focus on maintaining a high standard of end user experience
- Manage and resolve inbound support requests via ticketing systems, email, Slack, and remote support tools (e.g. Zoom, Splashtop)
- Maintain and support a variety of systems and devices, including MacOS, Windows, mobile devices, AV equipment, and printers
- Provide advance troubleshooting for account issues impacting onboarding, focusing on critical systems including but not limited to Workday, Okta, Google, Slack, Zendesk, Jira, and Confluence
- Remotely troubleshoot and resolve onsite IT issues related to conference rooms, printers, and other office systems as needed
- Document and update IT policies, procedures, and troubleshooting guides for the IT team and for end user knowledge base articles
- Identify trends and recommend process improvements to enhance support workflows and employee satisfaction
- Assist with IT related projects and initiatives
- Participate in the team's on-call rotation, responding to incidents, troubleshooting issues, and contributing to root cause analysis and service reliability improvements
Our take
In recent years, electric-powered mobility companies have attracted an extraordinary amount of interest and funding, in part due to rising eco-friendly sentiment, and in part because of the race to "find the next Uber". Lime is one such company, that has rapidly scaled across multiple geographies to be a key player in the fight for market leadership.
Lime, along with its competitors, has had to grapple with regulation in many of its target markets, but nonetheless has steadily increased its footprint. Since its launch, the company has facilitated millions of trips, making it one of the biggest companies of its kind. Interestingly, the CEO has stated that "cars are our true business rivals—not other scooter companies", suggesting that its biggest business challenge will be to get families to give up their second cars.
With a presence that spans an impressive number of regions - in 2023, Lime began operating in Qatar - the company has cemented itself in the micromobility market and stands to profit from the increasing popularity of these types of services. A substantial increase in ridership enabled Lime to achieve "free cash flow positivity" two years in a row, with suggestions it will pursue a US IPO in 2027.
Freddie
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2021
$523m
CONVERTIBLE
May 2020
$170m
SERIES E
Total funding: $1.5bn
Company benefits
- Disability insurance
- 401(k)
Company HQ
The East Cut, San Francisco, CA
Leadership
Toby
(Co-Founder & Board Advisor)Founder and CEO of ZERO&. Was a Marketing Manager at Pepsi for 6 years before doing an MBA at Berkeley. Moved into consulting and VC for 5 years before starting Lime.
Brad
(Co-Founder & Chairman)VP of Business Development at Tencent for 8 years. Managing Partner of a VC firm for 3 years, where he worked with Toby. Has an MBA from Berkeley.
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