Technical Support Specialist

This role involves providing technical support and resources to employees. The IT Engineer 1 will work cross-functionally with the global IT team and finance team, focusing on providing helpdesk support, managing IT operations, and contributing to enterprise system improvements.

The working hours of this role will bridge the US and APAC time zones, ensuring seamless collaboration across regions.

Responsibilities:

• Provide timely and effective resolution for customers' computer and application issues.
• Manage the IT ticket queue efficiently, documenting and tracking all issues within established SLAs.
• Administer the onboarding and offboarding of employees, including workstation configuration, hardware provisioning, and system access.
• Occasional travel to oversee the shipping and receiving of hardware, maintaining accurate records and following internal asset management processes.
• Work closely with the finance team to maintain and improve vendor payment processes.
• Adhere to and enforce internal policies for patch management and other critical IT procedures.
• Collaborate with the global IT team to resolve complex issues and contribute to projects with a 'Global First' mindset.
• Author and maintain technical documentation and knowledge base articles to be shared across the company.
• Participate in IT projects as assigned, contributing to the implementation and improvement of enterprise systems.
• Engage in continuous personal/professional development.

Requirements:

• A Bachelor's degree in a relevant field or 2-3 years of IT engineering experience.
• 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.

• Remote-first culture
• Health care coverage*
• Education reimbursement*
• Competitive paid time off
• 4 self-care days per year
• National holidays*
• Charitable contribution match*
• Monthly wellness or home office reimbursement/*
• Access to modern health (mental health platform)
• Retirement plan with match/contribution*
• * varies by country

At our organization, we strive to break down silos and collaborate effectively. We believe that integrity is the heartbeat of any successful venture, shaping our products, interactions, and commitment to our customers and vendors. Our values underpin everything we do: customer-centricity, passion for learning, integrity, action and ownership, one team, and a global mindset. If you are willing to learn and grow alongside us, join our team.