Technical Support Administrator

Summary

Join InDebted as a Technical Support Administrator and provide comprehensive technical support to internal staff globally. You will be the first point of contact for technical incidents and requests, offering Level 1 and Level 2 desktop support across various operating systems. Responsibilities include onboarding new team members, troubleshooting issues, maintaining inventory, and contributing to process improvements. This role requires strong troubleshooting skills, excellent communication, and at least 3 years of experience in end-user support. InDebted offers a remote-first work environment with flexible schedules, flexible paid leave, and a remote work setup budget. Additional benefits include a work-from-anywhere scheme and gender-neutral parental leave.

Requirements

• A true passion for all things IT and supporting the business from a technology standpoint
• Excellent interpersonal, communication and people skills to effectively communicate to technical and non-technical staff at all levels of the business
• Strong troubleshooting and problem solving abilities
• Detail oriented, ability to multitask, plan and execute multiple concurrent activities and priorities
• Knowledge and experience supporting various SaaS based applications (such as G Suite, Slack, Zoom), video conferencing solutions, and infrastructure technologies
• Minimum of 3 years of experience in an end-user support role
• Bachelor's degree in Computer Science, related technical field, or demonstrate experience across a broad set of technologies
• Self-starter who can handle their own tasks and is excited by the prospect of learning new technologies quickly

Responsibilities

• Be the first point of contact for all technical incidents and requests from the business
• Provide Level 1 and Level 2 desktop support of Macs, Windows and Linux
• Installing, configuring, and relocating computer hardware and software as required
• Respond to email, IM, and personnel requests for technical support, resolving daily tickets and prioritizing daily activities (Helpdesk
• Onboard new team members including ordering and configuring hardware, email setup, application provisioning, training and support
• Document, track and monitor the problem to ensure a timely resolution
• Basic user training/education
• Ownership of client issues and escalating issues to next level or vendors as appropriate
• Execute and help maintain documented processes to resolve common issues and maintain inventory information
• Install hardware and software, maintain network operations, and ensure that inquiries and problems concerning networks, computers, peripherals, and services are expeditiously resolved
• Maintain a data repository of all network hardware and software. Identify, research, and resolve technical problems
• Document processes and manages equipment inventory
• Working on cross-functional projects on an adhoc basis
• Contribute to continuous improvement and proactively look for ways to improve our IT setup while maintaining our cloud-first approach

Preferred Qualifications

• Hands-on familiarity with macOS and Apple hardware administration
• Familiarity with the MDM solution JAMF Pro Suite
• Experience in administration of both Macs and Windows in an enterprise environment or in a service desk

Benefits

• Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
• Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life
• Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
• Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
• Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country
• Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave