Job description 

About the Role

We are looking for IT professionals to assist with hardware configuration, management, re-deployment, inventory management, and security auditing. If you are eager to learn and grow with an incredible company on a mission to find the right career for everyone, come join our IT team as an IT Support Engineer.

What you will do:

• You will be our front line for troubleshooting hardware/software issues, and resolving IT support tickets
• Document, generate, and maintain IT support documentation to help build a self service library
• Passionate about customer experience and understand how to prioritize urgent matters
• Form firewalls to access points
• Provide basic troubleshooting for local and remote employees
• Respond to service desk tickets and provide solutions for reported customer problems
• Support printer/scanner setup and troubleshoot printing/scanning issues
• Log and track issues using company ticketing system, and maintain history records and related problem documentation
• Flexibility and adaptability in work schedule to work some evenings and weekends for special projects
• You will be supporting EMEA and India time zones.

Basic qualification:

• 3+ years of related IT support or system administration
• Have a solid background in MacOS troubleshooting, along with some experience with iOS, Android, and Windows troubleshooting
• High level of interpersonal skills and excellent communication skills and comfortable with C-Level Engagement
• Customer focused, approachable, and eager to help others
• Ability to work and thrive independently
• Have strong problem solving, research and quantitative skills essential to troubleshoot and resolve issues with minimal guidance
• Interested in learning and taking on increasingly complex tasks
• Experience resolving tickets efficiently in Jira/Servicedesk/ServiceNow
• Experience with hardware procurement and vendor management
• Extensive experience with Google Suite, Slack, Microsoft O365, Zoom, Atlassian Jira, Confluence
• Experience using and maintaining Okta apps and identities
• Preferred experience with Jamf, Kandji, Jumpcloud, Fleetsmith, or other MDMs
• Intermediate to expert knowledge of Mac OS and Mac hardware
• Must be able to rebuild OS's for Mac and PC laptops
• Preferred additional certification or working toward certification in MS o365, A+, and/or Networking
• Preferred basic understanding of networking; LAN/WAN troubleshooting