Job Title: IT Support Engineer Location: San Francisco, CA Duration: DH
Our client is looking for an IT Support Engineer who is passionate about providing an amazing customer experience while delivering outstanding technical support. The team works cross-functionally with our partners in IT Operations Engineering, Security, People Ops, and other teams to coordinate work, handle ticket escalations and resolve issues. They onboard new employees, provision new hardware, provide hands-on support and adhere to security standards for all employees globally. - You will be a customer service and support evangelist, assisting our customers via in-person walk-up, support ticket, email, or chat as needed. - You are passionate about IT end-user support, have an excellent background in Mac software and hardware troubleshooting and are hungry to learn and grow in an Enterprise IT environment.
Work closely with IT staff to maintain IT support documentation, manage multiple IT queues and help to handle ticket escalations from the global IT Support team.
Provide support at our IT Help Desk during business hours
Perform hardware repairs, upgrades, and migrations
Resolve problems in a timely manner or escalate on behalf of customers to senior technical staff
Provide support to our executive staff and senior leadership
Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)
Handle system access and maintain user accounts, passwords, data integrity & security
Assist with the onboarding process, prepping and deploying systems, while leading our new hire orientation
Manage the asset life cycle process, maintaining hardware inventory, accurate cycle counts and decommissioning processes
Support our Global Office Expansion team, staging hardware and working with vendors to deliver goods
Help to evaluate hardware and software solutions and participate in IT projects
Experience at providing technical support in an Enterprise environment and a love for solving problems
A high level of professionalism and passion for customer service.
Comfort in working with and supporting all levels of an organization, up to and including company executives
Enthusiasm and desire to learn and continuously develop your technical skills
An appreciation of the details, including maintaining and updating IT documentation and procedures.
Extensive experience in documenting the status of cases and providing updates to customers, the global IT team, and leadership
An understanding of the importance of inventory management, the asset lifecycle, and how to maintain an organized help desk
Past experience in being a part of both a global and local team
A love of standardization and an understanding that consistency and adherence to best practices will help any organization scale.
4+ years of experience in IT Support in a professional environment
Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
Strong customer service, problem-solving and teamwork abilities
Outstanding communication and interpersonal skills
Extensive Technical knowledge of MacOS, 10.12.x, 10.13.x, 10.14.x, iOS, and Android
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