[TA816] Senior It Support Engineer

[TA816] Senior It Support Engineer

Job Description



What You’ll Do:

You will be a customer service and support evangelist, working with the team and assisting our customers via in person walkup, support tickets, email and chat. You will work closely with help desk staff to build and maintain IT support documentation and tools, coordinate schedules, administer IT queues, handle escalations and drive IT initiatives. You love building relationships with customers, business partners and IT team members alike. You have an excellent background in Mac software and hardware troubleshooting and are passionate about providing the best customer service experience possible, mentoring others and driving best practices within the team.

You will do the following:



Troubleshoot hardware and applications, provide technical support and problem solving



Acts as an escalation point for IT Support Technician, and IT Support Engineer team members



Resolve problems in a timely manner or escalate on behalf of customers to IT leads or managers



Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)



Handle system access and maintain user accounts, passwords, data integrity & security



Manage relationships with vendors, subcontractors and 3rd party providers



Assist with inventory and purchasing processes



Own and drive IT projects and deliverables for the team



Participate in interviewing, training and mentoring team members

Qualifications



Who You Are:

You have exceptional Mac troubleshooting skills



You are awesome at providing technical support and love solving problems



You are always learning and expanding your technical expertise in IT supported technologies



You excel at documenting issues and providing updates to management, the team and end users



You understand the importance of asset inventory and how to maintain an organized help desk



You love standards and understand that consistency and an adherence to methodologies helps any organization scale.



Requirements:

3-4 years experience in IT Support in a professional environment



Experience driving support ticket management and tracking



Strong customer service, problem solving and teamwork abilities



Outstanding communication and interpersonal skills



Experience communicating with vendors to manage expectations and relationships



Extensive technical knowledge of Mac OS 10.12.x, 10.13.x, 10.14.x, iOS and Android



Extensive technical knowledge of Windows 10



Network fundamentals and support experience (network configs, VPN, printing, etc)



Experience supporting Shoretel or other VOIP systems



Google Apps for Enterprise experience (Gmail, GCal, GDocs, etc)



Ability to participate in an on-call rotation that includes after hours and weekend support



Some regional travel to support offices and events



Desired Skills:

Mac, Linux, MCSE or network certifications



LDAP and Active Directory experience



Google Super Admin experience



Slack admin, Box admin, Jira & Confluence, OKTA or SAML knowledge



Terminal or command line (Git, SSH, etc ) experience



Additional Information

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records

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