Sr, IT Support Engineer

At X, we are at the forefront of technology, driven by a mission to revolutionise digital interaction and create the Everything App. Our global operations span across continents, connecting innovators and fostering a culture of collaboration and excellence. Our IT Workplace Services team is the backbone of our operational efficiency, ensuring seamless connectivity and support for all our employees, regardless of their location.

What You’ll Do:

• Support Delivery: Provide first and second-level support for all IT-related issues, ensuring quick resolution and high user satisfaction.
• Ticket Management: Use tools like JIRA to manage, track, and resolve support tickets, ensuring all issues are addressed in a timely manner.
• Technical Assistance: Assist with the setup, configuration, and troubleshooting of hardware and software, including SaaS applications such as Google Workspace, 1Password, Slack, Box, Zoom, and O365.
• User Training: Offer guidance and training to users on various IT tools and practices to prevent recurring issues.
• Documentation: Maintain accurate records of issues and resolutions in the knowledge base for future reference.
• Innovation: Participate in projects to implement new technologies or improve existing systems, particularly in areas like conference room AV setups and employee onboarding/offboarding processes.

Who You Are:

You are an experienced Helpdesk Support Engineer with a solid background in providing technical support in a dynamic, fast-paced environment. You excel in:

• Technical Proficiency: You have a deep understanding of various operating systems, software applications, and hardware setups, enabling you to provide top-tier support.
• Problem-Solving: Your analytical skills allow you to diagnose and resolve complex technical issues efficiently.
• Communication Skills: You can explain technical details in an accessible manner to users at all levels of technical understanding.
• Adaptability: You thrive in an environment where technology and business needs are constantly evolving.
• Team Player: You work well within a team, supporting both colleagues and users with patience and professionalism.
• Customer Focus: Committed to enhancing user experience through excellent service and support.

Requirements

Experience:

• 2-4 years of experience in a helpdesk support role or similar technical support position.
• Proficiency with Mac OS, ChromeOS, and Windows.
• Experience in administering SaaS applications, such as Google Workspace, 1Password, Slack, Box, Zoom, O365, etc.
• Knowledge of A/V systems is a plus.
• System Management: Familiarity with tools for ticket and issue tracking like JIRA.