Senior Technical Support Professional
12 hours ago
This role is for an IT professional to join the global team. The department's main purpose is to ensure employees have the technical support and resources they need.
The ideal candidate will possess excellent problem-solving skills, proficiency in multiple operating systems, and experience with IT ticket management systems.
- Resolve customer issues efficiently and effectively, acting as the first point of contact for technical support.
- Manage the IT ticket queue, ensuring all issues are documented, tracked, and resolved within established service level agreements.
- Configure workstations, provision hardware, and grant system access to new employees.
- Travel occasionally to oversee the shipping and receiving of hardware, maintaining accurate records and adhering to internal asset management processes.
- Collaborate with the finance team to maintain and improve vendor payment processes.
- Ensure compliance with internal policies for patch management and other critical IT procedures.
- Contribute to projects with a "Global First" mindset, working closely with the global IT team to resolve complex issues.
- Maintain technical documentation and knowledge base articles to be shared across the organization.
- Participate in IT projects as assigned, contributing to the implementation and improvement of enterprise systems.
This role requires flexibility, with working hours bridging the US and APAC time zones.
RequirementsA Bachelor's degree in a relevant field or 2-3 years of IT experience with a proven track record in managing IT systems.
3+ years of experience in computer-related technical support.
Proficiency in end-user operating systems (e.g., macOS, Windows) and a foundational knowledge of server operating systems.
Basic understanding of networking skills including TCP/IP and routing.
Familiarity with virtualization technologies such as VMware, Hyper-V, EC2.
Experience with Single Sign On (SSO) platforms such as Okta.
Proficiency with productivity and collaboration software including Google Workspace, Microsoft Office 365, and Slack.
Knowledge and demonstrated use of AI tools to enhance productivity and problem-solving.
Basic knowledge of cybersecurity principles.
Experience with scripting and automation for system tasks is a plus.
Demonstrated ability to manage and prioritize tasks in a fast-paced environment.
Excellent communication and interpersonal skills, with a focus on building productive working relationships.
Flexibility to work in time zones outside of local business hours.
Experience using ticket systems such as Jira Service Management.
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