IT Technician

Frequently Asked Questions

What is a day in the life of an IT Technician?
Support internal users across Brno, London, Wroclaw and other sites via tickets, chat, email and calls
Set new starters up with the right hardware, accounts and access on day one
Manage user accounts and permissions securely, following IT policy
Troubleshoot laptops, desktops, peripherals, networking and software across Windows, macOS and Google Workspace
Support asset management, including hardware lifecycle, purchasing and deployment
Participate in IT projects alongside day to day ticket resolution, including our ongoing server to cloud migrations
Contribute to automation and AI driven knowledge base initiatives


What will I need to thrive in this role?
Entry level to early career IT support aptitude, with genuine willingness to learn and take initiative
Comfortable handling stress and ambiguity. The team closed 5,300 tickets last quarter across 14 people, so volume is real
A basic technical foundation in IT support, with exposure to both Windows and macOS
Experience with SaaS applications, identity providers or device management tools is a plus
Exposure to on prem to cloud migrations is a plus
Comfortable working in a global, English speaking environment across time zones
What does high performance look like?
Ticket backlog stays manageable and resolution times trend down over time
You engage with the same recurring issue less often because you are fixing root causes, not just symptoms
You volunteer for projects beyond reactive ticket work
What is my potential for career growth?
There are no formal IT levels or sub titles at Pattern. Everyone is enabled to grow at their own pace, and this role gives direct exposure to projects, not only reactive support, including the current server to cloud migration work.
What does success look like in the first 30, 60, 90 days?
In your first 30 days, you are ramping on our tools, the ticket queue and the team's workflows. By 60 days, you are picking up recurring issues on your own and engaging less with the same problem twice, since you are fixing root causes. By 90 days, you are volunteering for projects beyond reactive ticket work, not just waiting to be assigned one.
What is the team like?
You will work with the other IT Technicians and be supervised by Mike Hincks, our Director of IT. You will also be mentored by senior colleagues from your team, and meet with them on a regular basis to discuss your performance. This team is data driven and results oriented, but likes to help each other and work together. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and input are encouraged from all members. 

Sounds great! What’s the company culture?

We are looking for individuals who are:

Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.

Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.

Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

Team of Doers- Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?

Initial interview with Pattern's talent acquisition team
Technical Interview with your potential colleagues
Final interview with Mike
Professional reference checks
Executive review
Offer

How can I stand out as an applicant?

Discuss professional accomplishments with specific data to quantify examples
Provide insights on how you can add value and be the best addition to the team
Focus on mentioning how you would be partner obsessed at Pattern
Share experience on any side projects related to data and analytics