IT Support Generalist

About Donorbox

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 100,000 global organizations to close to $3B in donations.

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 150-person team based in 16+ states and 23+ countries.

Donorbox is rated the #1 software for fundraising, donor management, and nonprofit payment on G2 based on hundreds of verified customer reviews. We're proud of what we do, and our product reflects it!

The Role

Are you a tech-savvy problem-solver with a passion for helping people? Do you thrive in a remote work environment where you can manage your own time and contribute to a dynamic team from anywhere? We're looking for an IT Support Generalist to be the backbone of our remote workforce, ensuring our employees have the seamless technology experience they need to excel.

This is a fantastic opportunity for someone who enjoys a broad range of IT challenges, is committed to exceptional customer service, and is eager to grow their skills in a fast-paced, cloud-first environment.

Responsibilities

• Tier 1 & 2 Technical Support:
• Provide prompt and efficient support for all IT-related issues, including hardware, software, network, and system problems.
• Troubleshoot and resolve technical issues for a remote workforce, covering a wide range of devices (laptops, mobile devices, peripherals).
• Address and resolve queries related to FinTech-specific platforms, payment processes, or card transactions.
• Utilize remote support tools effectively to diagnose and resolve issues.
• System and Application Management:
• Manage user accounts, including onboarding new employees and off-boarding departing ones (e.g., Google Workspace, SSO platforms).
• Assist with the setup, configuration, and maintenance of workstations (physical and virtual).
• Support and troubleshoot operating systems (predominantly macOS, some Windows, and Linux), productivity suites (Google Workspace), and collaboration tools.
• Maintain accurate records of IT support issues and resolutions within a ticketing system.
• Perform daily checks and sweeps to ensure all conferencing equipment and collaboration tools are functioning properly.
• Security and Compliance:
• Ensure adherence to IT security policies and best practices to safeguard sensitive financial data.
• Identify and escalate security risks to appropriate teams.
• Assist with data security measures, including encryption and secure transfer methods.
• Contribute to ongoing security awareness training for employees.
• Understand and comply with relevant financial regulations (e.g., PCI DSS, GDPR).
• Documentation and Training:
• Develop and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides.
• Provide training and support to users on company IT systems and applications.
• Contribute to knowledge base articles to reduce escalations and improve self-service.
• Collaboration and Communication:
• Work closely with cross-functional teams (e.g., engineering, product, operations, CSI) to resolve complex technical issues.
• Liaise with third-party vendors and partners for escalated issues.
• Communicate technical concepts clearly and concisely to both technical and non-technical users.
• Prioritize incidents and complaints to meet Service Level Agreements (SLAs).
  

Qualifications & Experience

• Experience:
• 3+ years of experience in an IT Helpdesk or technical support role is a MUST.
• Proven experience handling complex and/or technical customer escalations.
• Experience supporting a fully remote or distributed workforce is highly desirable.
• Technical Skills:
• Strong proficiency in troubleshooting and resolving hardware, software, and network issues.
• Expertise with macOS operating systems.
• Solid understanding of Google Workspace administration.
• Familiarity with IT ticketing systems and remote support tools. Jira knowledge would be a significant bonus.
• Basic to intermediate knowledge of networking fundamentals (TCP/IP, DNS, VPN, Wi-Fi).
• Familiarity with data analysis tools and concepts (e.g., Excel, SQL) for troubleshooting and reporting is a plus.
• Exposure to cloud platforms (AWS, Azure, GCP) is a plus.
• Understanding of mobile device management (MDM) solutions.
• Soft Skills:
• Exceptional Customer Service: Ability to provide a pleasant, courteous, and empathetic experience to all end-users.
• Problem-Solving: Strong analytical and diagnostic skills to quickly identify and resolve issues.
• Communication: Excellent verbal and written communication skills to explain complex issues clearly and concisely.
• Adaptability and Learning Agility: Ability to learn new technologies and procedures quickly in a rapidly evolving environment.
• Organization and Prioritization: Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Attention to Detail: Meticulous approach to recording incidents, maintaining assets, and adhering to procedures.
• Teamwork: Strong collaboration skills to work effectively within a remote team.
• Proactive and Self-Driven: Ability to work independently with minimal supervision and take ownership of issues.
• Integrity and Accountability: High work ethic, ensuring quality and volume of work output.
  

Bonus

• IT certifications (CompTIA A+, Network+, Security+, ITIL, Microsoft Certified: Modern Desktop Administrator, Google IT Support Professional Certificate).
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience with scripting (e.g., PowerShell, Python) for automation.
• Familiarity with compliance frameworks relevant to FinTech.
  
  

Remote Work Specifics:

• Dedicated Home Office Setup: A quiet, distraction-free environment with a stable high-speed internet connection.
• Self-Discipline and Time Management: Ability to manage workload and maintain productivity without direct supervision.
• Effective Communication Tools: Proficiency with video conferencing (Zoom, Google Meet, Microsoft Teams) and chat platforms (Slack).
• Availability: May require flexibility to support different time zones, depending on the global distribution of the team.
  
  

Details

• Fully remote based in Asia, Europe, or South Africa
• Salary: $18k-$24k USD per annum, depending on experience and location
  
  

Benefits & Perks

• Fully remote work from the comfort of your home
• Eligibility for employee equity plan (stock options)
• Reimbursement package for home office expenses and professional development, up to $1.5k
• Health insurance premium reimbursements, up to 75% for you and your family
• Generous time off policy of 21 days (birthday included ), 8 holidays of your choice, and 2 paid volunteer days
• Wellness program with fitness and mindfulness classes
• Love your work and our mission of serving nonprofits!
  
  

The Application Process

We have 6 stages:

• Apply here and fill out our questions to tell us about you!
• Prescreen Call with Talent Acquisition Associate
• Interview with Hiring Manager
• Assignment
• Panel/Final Interview
  
  

If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!