Candidate Profile: Our ideal candidate will have:
● 3+yearsof experience in an end-user support role
● Astrongdesire to grow technically
● Hands-onfamiliarity with macOS & Apple hardware administration
● Hands-onfamiliarity with Windows / PC environments
● Anaturally strong diagnostic/troubleshooting process, with significant experience troubleshooting real, end-to-end technical issues
● Theability to clearly communicate complex technical topics to a wide range of employees in both verbal and written form
● Anaturally calm and empathetic demeanor under pressure, combined with the ability to concurrently solve multiple issues in real-time
● Experience with our tech stack is preferred: ○ macOS,Windows10, VoIP, Zoom, Slack, Confluence, JIRA, Google Apps, Okta, JAMF, Meraki, Oomnitza
● Experience working independently and part of a team to provide an exceptional employee experience Position
Expectations:
● Helpourcolleagues maximize their abilities through the e ective use of technology: investigate their issues and escalate to the appropriate team when necessary
● Provide training for colleagues and develop self service resources where possible
● Leadweekly newhire IT orientations and assist with day 1 onboarding logistics
● Participate in on-call support rotations
● Provide support triage steps to end users across ticket, in-person, chat, email, video, and phone channels
● Maintain detailed documentation of work completed, using the information gathered to develop self service knowledge bases and improved user guides
● E ectively and e ciently manage the software license requests and approval process
● Ability to work a flexible schedule (evenings, nights and holidays based o of the business need)
