About Appen
Appen is a leader in AI enablement for critical tasks such as model improvement, supervision, and evaluation. To do this we leverage our global crowd of over one million skilled contractors, speaking over 180 languages and dialects, representing 130 countries. In addition, we utilize the industry's most advanced AI-assisted data annotation platform to collect and label various types of data like images, text, speech, audio, and video.
Our data is crucial for building and continuously improving the world's most innovative artificial intelligence systems and Appen is already trusted by the world's largest technology companies. Now with the explosion of interest in generative AI, Appen is helping leaders in automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products.
At Appen, we are purpose driven. Our fundamental role in AI is to ensure all models are helpful, honest, and harmless, so we firmly believe in unlocking the power of AI to build a better world. We have a learn-it-all culture that values perspective, growth, and innovation. We are customer-obsessed, action-oriented, and celebrate winning together.
At Appen, we are committed to creating an inclusive and diverse workplace. We are an equal opportunity employer that does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Position Summary
In this role, your primary responsibility is to provide effective and timely on-ground and remote IT support to Appen employees based in your regional office. You will prepare and support Windows 10/11, macOS, and Chrome OS computers according to corporate standards, ship them to new hires, and provide ongoing user and hardware support.
You will help the Technical Support team resolve incidents reported in the SolarWinds incident management environment, supporting company employees in any region during US business hours.
You will help maintain shared inventory documentation of computer systems and peripheral devices, and will be responsible for submitting procurement requests to maintain availability of such hardware for your region.
You will be asked to perform other tasks as needed, in alignment with the goals and priorities of the IT Technical Support team.
Requirements
- Must be willing to work on-site at your Appen regional office.
- Ability to provide end user support, computer setup, and troubleshooting for Windows, Mac, and Chrome OS devices.
- Experience with user and computer management in Active Directory, Azure AD, Jamf, Google Admin.
- Must be able to work effectively with minimal supervision, demonstrating initiative and attention to detail.
- Knowledge of user account management in Active Directory/Azure AD, Office 365, Jamf, and Google Admin.
- Ability to write and speak clearly and concisely in English.
- Ability to use internal and external information sources effectively, and help update shared internal documentation.
- General understanding of computer networking principles.
- Familiarity with ITIL 4 framework and customer service principles is desirable.
- Experience with audio/teleconferencing tools and software is desirable.
- Provide on-ground IT support to company employees based in the regional Appen office(s).
- Provide remote IT support to internal users from other regions during your business day.
- Onboarding and offboarding users, setting up and tearing down computer builds and user accounts.
- Desktop support for Windows 10/11, macOS, and Chrome OS platforms.
- Investigating and evaluating incident reports, resolving them when possible, and escalating actionable items to other internal teams as needed.
- Monitoring and maintaining local IT hardware inventory records.
- Occasional project team work to help deploy solutions for the business.
- Training and assisting internal users with the use of technology, within the limited scope of the IT department mission.
- Applying clear writing skills to help maintain shared documentation of IT processes and procedures.
- At least three years of experience in a similar IT support role.
- An IT-related degree and/or certifications are desirable.
#LI-Onsite
Appen is the global leader in data for the AI Lifecycle with more than 25 years’ experience in data sourcing, annotation, and model evaluation. Through our expertise, platform, and global crowd, we enable organizations to launch the world’s most innovative artificial intelligence products with speed and at scale. Appen maintains the industry’s most advanced AI-assisted data annotation platform and boasts a global crowd of more than 1 million contributors worldwide, speaking more than 235 languages. Our products and services make Appen a trusted partner to leaders in technology, automotive, finance, retail, healthcare, and government. Appen has customers and offices globally.
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