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It Support Engineer
Posted on 3/31/2022
INACTIVE
Locations
Washington, USA • Los Angeles, CA, USA • Bellevue, WA, USA • Atlanta, GA...
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Android Development
Atlassian
Customer Service
iOS/Swift
JIRA
Leadership
MacOS
Management
Requirements
  • Experience in providing technical support in an Enterprise environment and a love for solving problems with 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 with 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, with 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 and a love of standardization and an understanding that consistency and adherence to best practices will help any organization scale
  • Minimum 2 - 5 years 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
  • Advanced knowledge of Windows 10
  • Network fundamentals (laptop connectivity, VPN, printing)
  • Experience administering GSuite for Enterprise (Gmail, GCal, GDocs, etc)
  • Experience with video conferencing solutions and support (Zoom, BlueJeans, G-Meet, MS Team)
  • Experience with VOIP systems (RingCentral, Dialpad, hangouts etc.)
  • Ability to participate in an on-call rotation that includes after-hours and weekend support
  • Willingness to travel to Flexport offices around the world
  • Some heavy lifting required
Responsibilities
  • 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 will work closely with IT staff to maintain IT support documentation, manage multiple IT queues and help to handle ticket escalations from our global IT Support team
  • You love building relationships with customers, business partners, and IT team members alike
  • You are passionate about IT end-user support, have an excellent background in Mac software, hardware troubleshooting, and are hungry to learn/grow in an Enterprise IT environment
  • Perform hardware repairs, upgrades, migrations, and resolve problems in a timely manner or escalate on behalf of customers to senior technical staff. You will also need to travel to support our distributed offices and locations while supporting endpoint security standards (antivirus/firewall/patching/two-factor authentication)
  • Handle system access and maintain user accounts, passwords, data integrity & security while assisting with the on-boarding process, prepping and deploying systems, while leading our new hire orientation. All while managing the asset life cycle process, maintaining hardware inventory, accurate cycle counts, and decommissioning processes
  • Help to evaluate hardware and software solutions and participate in IT projects
Flexport

1,001-5,000 employees

Global freight forwarder and logistics platform
Company Overview
Flexport's mission is to make global trade easy for everyone. The company operates a digitally enabled freight forwarding platform that helps other businesses to transport and store goods across the globe.
Benefits
  • Free Food
  • Company Social Outings
  • Health & Wellness
  • Dental Insurance
  • Vision Insurance
  • Health Insurance
  • Life Insurance
  • Paid Time Off
  • PTO / Vacation Policy
  • Paid Holidays
  • Maternity / Paternity Leave
  • Financial Benefits
  • 401K / Retirement Plan
  • Performance Bonus
  • Employee Stock Purchase Plan
Company Values
  • Empower Your Client
  • Play The Long Game
  • Fill The Gap
  • Embrace Change
  • Practice Candor