Customer Support Technician - IT I

Summary

We are hiring an experienced IT Support Specialist to help scale and optimize our business processes, work with users globally to improve productivity, and provide in-person service at our offices by resolving all technical issues. You will be a key member of the IT Support team and ensure the best possible user experience is being provided in every single interaction. You will provide exceptional customer service in your interactions with all Bricksters through tickets, email, and slack pings. You will be able to multitask and troubleshoot multiple user issues simultaneously and own ongoing small to medium-project work. The expectation for this position is that you will apply deep troubleshooting skills and analysis, setting the bar for providing capabilities facilitating exceptional customer interactions to all Bricksters through tickets, systems, AV, and other mediums of engagement.

Roles & Responsibilities

You will support our core platforms - user support, ticketing, procurement, and provisioning

You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack

Document all processes and update current documentation for the established process

Complete and document assigned project work and provide updates to ensure accuracy

Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation

Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders

Provide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce

Maintain the asset inventory system and ensure all hardware/software allocations are logged

Minimum Qualifications

Experience working on a high-volume ticketing system (+4000 PM)

2+ years of experience or related experience in administering and maintaining ITSM systems and related tools

Extensive experience providing high-caliber support to all levels of staff

Experience supporting customer IT needs within a global team supporting multiple regions and time zones

In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)

Provide other services to reduce tickets and ticket closure times

Work with partners to find efficiencies and implement improvements to our internal systems

Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune

Extensive experience troubleshooting AV/Conference room issues, and Office Network related issues

Please send your resume to