AddressPartner 16, IT Support Specialist, London
Founded in Silicon Valley in 2009 by Marc Andreessen and Ben Horowitz, Andreessen Horowitz (known as "a16z") is a venture capital firm that backs bold entrepreneurs building the future through technology. We are stage agnostic: We invest in seed to venture to late-stage technology companies, across bio + healthcare, consumer, crypto, enterprise, fintech, games, and companies building toward American dynamism. a16z has $35B in assets under management across multiple funds.
We’ve established a team that is defined by respect for the entrepreneur and the company-building process; we know what it’s like to be in the founder’s shoes. We’ve invested in companies like Affirm, Airbnb, Coinbase, Databricks, Devoted Health, EQRx, Figma, GitHub, Instacart, OpenSea, Roblox, Stripe, and Substack. Our team is at the forefront of new technology, helping founders and their companies impact and change the world.
The Role
This role will provide a full spectrum of IT Support to the firm. You will serve as the face and voice of the IT team as the first and primary support contact for a diverse population of end users up to and especially at the Executive level. Your primary responsibility, particularly during the first part of the day, is to triage incoming IT tickets in our queue. You are tasked with efficiently troubleshooting and resolving the tickets you have the capability to handle. For those tickets that necessitate further expertise or resources, you are to either escalate them to the appropriate team or delegate them to a suitable colleague.
The ideal candidate will have a wide breadth of knowledge across a variety of IT skills such as MacOS, Windows, iOS, Android, as well as common SaaS applications like Google Workspace and Slack. The candidate should be driven by passionate curiosity to consume new learnings and technologies within the IT field, and assimilating to the a16z IT environment with a desire to understand and ultimately improve it. This candidate must have an innate desire to serve and support those around them, taking initiative to seek opportunities to offer their services to any situation that may call for it.
In this hybrid role, you should feel equally comfortable supporting users via email, chat, video call or in-person. You possess the skill to effectively troubleshoot and diagnose issues, conveying your insights through writing in a manner that is both friendly and professional. You carry this same demeanor into a video call when the situation calls for it. You will work independently on many tasks but understand the importance of constant communication and collaboration to ensure you're in sync with the priorities of the larger team across different time zones.
To join our team, you should be excited to:
- Build and cultivate long-term relationships
- Deliver a first-class, white-glove customer service experience for everyone who interacts with or within the technical systems of the firm
- Troubleshoot and resolve assigned IT requests across the entire organization, up to and including our Executive
- Manage on/offboarding process of firm employees
- Work with software and hardware vendors for support when necessary to resolve problems
- Contribute to open projects and tasks using the IT Team's project management software
- Update and publish documentation and knowledge base articles
- Drink from the firehose: you will learn new technologies, understand new workflows, and receive coaching to hone your technical 'bedside manner' and build new technical skills
- Ability to reprioritize constantly is critical to succeed in this role
Minimum Qualifications
- 4+ years experience in systems, networking, or security administration and experience in client-facing IT Help Desk roles with demonstrated track record of excellence and increasing responsibilities
- Growth mindset, tech-native, resourceful, optimistic and proactive attitude, always willing to serve in any situation
- Strong general troubleshooting skills to diagnose, identify, and resolve technical issues
- Exceptional communication skills, both verbal and written
- Ability to work effectively within the most senior levels of the organization
- Aptness to prioritize and execute tasks in a high-pressure environment
- Strong MacOS and Windows skills are required
- Strong iOS skills are required; Android skills are preferred
- Experience with SaaS administration tools is preferred (Okta, JAMF, Google Workspace)
- Experience working with Zoom, Zoom Rooms, and integrated Audio/Visual systems is preferred
- Experience with networking concepts and protocols is preferred (DHCP, DNS, RADIUS, etc)
a16z culture
- We do only first class business and only in a first class way
- We take a long view of relationships, because we are in the relationship business
- We believe in the future and bet the firm that way
- We are all different, we recognize that, and we win
- We celebrate the good times
- We do it for the team
- We play to win
At a16z we are always looking to hire the absolute best talent and recognize that diversity in our experiences and backgrounds is what makes us stronger. We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. These differences are what enables us to work towards the future we envision for ourselves, our portfolio companies, and the World.
Andreessen Horowitz hereby reserves the right to make use of any unsolicited resumes received from outside recruiting agencies and / or individual recruiters without being responsible for payment of any fees asserted from the use of unsolicited resumes.
