IT Support Engineer

Summary

Join our global IT team as a Support Engineer to provide support and optimization of internal customers' productivity in a positively delightful way.

Requirements

• Minimum 2+ years of relevant technical experience
• Bachelor’s degree in Computer Information Systems or similar
• Experience with various operating systems (e.g. Windows, Linux, OS X)
• Customer-centric mindset with an uncompromising commitment to deliver outstanding service globally
• Strong communication skills (both verbal and written communication)
• Passion for continuous learning and improvement
• An understanding of the importance of asset management and the asset lifecycle
• Detail-oriented: including maintaining and updating IT documentation and procedures
• Experience in using scripting language for automation
• Working knowledge of a broad range of hardware such as servers, laptops, printers, IP phone systems, A/V, and mobile devices

Responsibilities

• Resolve a variety of moderately complex issues using established processes and procedures
• Resolve tickets of varied degrees of complexity, collaborating with junior, senior, and lead support engineers
• Contribute to problem resolution and ticketing system improvements
• Having complete knowledge of all departmental policies and procedures, materially participate in process improvement, including composing and maintaining process documentation
• Manage the health of the Support ticket queue (e.g., assign tickets, audit ticket health)
• Frequently exceed customer expectations resulting in consistently high customer satisfaction perception, feedback, and CSAT scores
• Combine your expertise in the majority of relevant functional technology areas with skills in other domains to resolve complex problems and optimise services

Benefits

• Premium Private Medical and Dental coverage
• Generous time off program with additional “Floating Holiday days”
• Retirement savings program with company contribution
• Equity in a publicly-traded company and an Employee Stock Purchase Program
• Monthly stipend to support our remote work model
• Annual development stipend to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave
• Wellbeing programs i.e Modern Health, HealthKick and more