IT Support Generalist

Summary

Join Donorbox, a leading fundraising platform, as an IT Support Generalist and be the technology backbone of our fully remote workforce. You will provide Tier 1 & 2 technical support, troubleshoot issues across various devices and platforms, manage user accounts, and ensure IT security compliance. This role requires 3+ years of IT helpdesk experience, strong troubleshooting skills, expertise with macOS and Google Workspace, and exceptional customer service. You will collaborate with cross-functional teams, maintain documentation, and provide user training. We offer a fully remote position based in Asia, Europe, or South Africa, with a competitive salary, benefits including health insurance reimbursements, generous time off, and a home office expense reimbursement.

Requirements

• 3+ years of experience in an IT Helpdesk or technical support role is a MUST
• Proven experience handling complex and/or technical customer escalations
• Strong proficiency in troubleshooting and resolving hardware, software, and network issues
• Expertise with macOS operating systems
• Solid understanding of Google Workspace administration
• Familiarity with IT ticketing systems and remote support tools
• Basic to intermediate knowledge of networking fundamentals (TCP/IP, DNS, VPN, Wi-Fi)
• Exceptional Customer Service: Ability to provide a pleasant, courteous, and empathetic experience to all end-users
• Problem-Solving: Strong analytical and diagnostic skills to quickly identify and resolve issues
• Communication: Excellent verbal and written communication skills to explain complex issues clearly and concisely
• Adaptability and Learning Agility: Ability to learn new technologies and procedures quickly in a rapidly evolving environment
• Organization and Prioritization: Ability to manage multiple tasks, prioritize effectively, and meet deadlines
• Attention to Detail: Meticulous approach to recording incidents, maintaining assets, and adhering to procedures
• Teamwork: Strong collaboration skills to work effectively within a remote team
• Proactive and Self-Driven: Ability to work independently with minimal supervision and take ownership of issues
• Integrity and Accountability: High work ethic, ensuring quality and volume of work output

Responsibilities

• Provide prompt and efficient support for all IT-related issues, including hardware, software, network, and system problems
• Troubleshoot and resolve technical issues for a remote workforce, covering a wide range of devices (laptops, mobile devices, peripherals)
• Address and resolve queries related to FinTech-specific platforms, payment processes, or card transactions
• Utilize remote support tools effectively to diagnose and resolve issues
• Manage user accounts, including onboarding new employees and off-boarding departing ones (e.g., Google Workspace, SSO platforms)
• Assist with the setup, configuration, and maintenance of workstations (physical and virtual)
• Support and troubleshoot operating systems (predominantly macOS, some Windows, and Linux), productivity suites (Google Workspace), and collaboration tools
• Maintain accurate records of IT support issues and resolutions within a ticketing system
• Perform daily checks and sweeps to ensure all conferencing equipment and collaboration tools are functioning properly
• Ensure adherence to IT security policies and best practices to safeguard sensitive financial data
• Identify and escalate security risks to appropriate teams
• Assist with data security measures, including encryption and secure transfer methods
• Contribute to ongoing security awareness training for employees
• Understand and comply with relevant financial regulations (e.g., PCI DSS, GDPR)
• Develop and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides
• Provide training and support to users on company IT systems and applications
• Contribute to knowledge base articles to reduce escalations and improve self-service
• Work closely with cross-functional teams (e.g., engineering, product, operations, CSI) to resolve complex technical issues
• Liaise with third-party vendors and partners for escalated issues
• Communicate technical concepts clearly and concisely to both technical and non-technical users
• Prioritize incidents and complaints to meet Service Level Agreements (SLAs)

Preferred Qualifications

• Experience supporting a fully remote or distributed workforce is highly desirable
• Jira knowledge would be a significant bonus
• Familiarity with data analysis tools and concepts (e.g., Excel, SQL) for troubleshooting and reporting is a plus
• Exposure to cloud platforms (AWS, Azure, GCP) is a plus
• Understanding of mobile device management (MDM) solutions
• IT certifications (CompTIA A+, Network+, Security+, ITIL, Microsoft Certified: Modern Desktop Administrator, Google IT Support Professional Certificate)
• Bachelor's degree in Information Technology, Computer Science, or a related field
• Experience with scripting (e.g., PowerShell, Python) for automation
• Familiarity with compliance frameworks relevant to FinTech
• Dedicated Home Office Setup: A quiet, distraction-free environment with a stable high-speed internet connection
• Self-Discipline and Time Management: Ability to manage workload and maintain productivity without direct supervision
• Effective Communication Tools: Proficiency with video conferencing (Zoom, Google Meet, Microsoft Teams) and chat platforms (Slack)
• Availability: May require flexibility to support different time zones, depending on the global distribution of the team

Benefits

• Fully remote work from the comfort of your home
• Eligibility for employee equity plan (stock options)
• Reimbursement package for home office expenses and professional development, up to $1.5k
• Health insurance premium reimbursements, up to 75% for you and your family
• Generous time off policy of 21 days (birthday included 🎉), 8 holidays of your choice, and 2 paid volunteer days
• Wellness program with fitness and mindfulness classes