IT Support Technician III

Summary

Join Clover's engineering team as an IT Support Technician, II and become a key member supporting a wide range of applications and services. You will serve as an escalation point for the IT service desk, partnering with the business on key technology initiatives. This role requires troubleshooting technical issues, supporting escalations, participating in IT projects, assisting with hardware/software deployment, and contributing to the knowledge base. You will also own the employee lifecycle process. The ideal candidate is a customer service champion, adaptable, a great communicator, and security-minded, with 5+ years of experience in a Level 2 IT Support role.

Requirements

• You have 5+ years of experience working as an IT Support Technician in a Level 2 position or as an escalation point within an IT service desk
• You are a seasoned SaaS supporter and experienced working in the cloud. We employ many SaaS Solutions like Google workspace, Slack, Zoom, MS365, ServiceNow, Zscaler, etc
• You have experience with IdP solutions such as Okta
• You have experience in design, implementation, and troubleshooting of major business applications and/or processes
• You have advanced knowledge and skills across a wide variety of IT solutions for businesses

Responsibilities

• Troubleshoot and resolve technical issues via phone, ticket queue, video conferencing and in-person channels
• Field support escalations of varying technical complexity from our users and IT Service Desk team (including software/hardware etc.)
• Participate in IT Support projects and initiatives including identifying requirements, success criteria and impact to business
• Assist with the provisioning and deployment of new hardware and software solutions
• Contribute to the knowledge base and assist in operationalizing new processes and procedures
• Own the employee lifecycle process by running new hire sessions, creating accounts, deploying hardware and handling offboarding related tasks

Preferred Qualifications

• You are a customer service champion and will act as an advocate for our users
• You are willing and comfortable with training and educating our users on new or unfamiliar technologies
• You are adaptable in an environment that is constantly changing and still being figured out. You are not afraid of ambiguity and you are a problem solver
• You are a great communicator and are able to effectively communicate across different teams using core business concepts
• You have a natural intellectual curiosity that drives you to find out how things work and if they can work better
• You are security-minded . Security impact is a priority for every project/process/task that you tackle
• You are organized . You have an uncanny ability to organize and present information with an extreme attention to detail
• You are platform agnostic and have no loyalty to a given vendor/platform. We’re currently a mixed PC/Mac environment and you will be supporting iOS mobile devices