IT Support Engineer

We are looking for a Support Engineerto join our global IT team. Marqeta’s IT Support Specialist provides support and optimization of the productivity of our internal customers in a positively delightful way. The ideal candidate should be experienced with Macbook Systems Administration, SaaS Systems Administration, Asset Management, Video Conference systems, and A/V Events within an engineering organization, as well as have a strong ability to drive projects, escalations, and team deliverables in a fast-paced environment building for scale. We are looking for an outgoing proactive person who is also comfortable delivering training and presentations to big audiences. 

This role will be performed from our London office a few days a week (hybrid model with flexibility). We’d love for you to join us!

The Impact You’ll Have

• Resolve a variety of moderately complex issues using established processes and procedures.
• Resolve tickets of varied degrees of complexity, collaborating with junior, senior, and lead support engineers.
• Contribute to problem resolution and ticketing system improvements.
• Having complete knowledge of all departmental policies and procedures, materially participate in process improvement, including composing and maintaining process documentation.
• Manage the health of the Support ticket queue (e.g., assign tickets, audit ticket health).
• Frequently exceed customer expectations resulting in consistently high customer satisfaction perception, feedback, and CSAT scores.
• Combine your expertise in the majority of relevant functional technology areas with skills in other domains to resolve complex problems and optimise services.

What We’re Looking For

• Minimum 2+ years of relevant technical experience
• Bachelor’s degree in Computer Information Systems or similar.
• Experience with various operating systems (e.g. Windows, Linux, OS X).
• Customer-centric mindset with an uncompromising commitment to deliver outstanding service globally.
• Strong communication skills (both verbal and written communication).
• Passion for continuous learning and improvement.
• An understanding of the importance of asset management and the asset lifecycle.
• Detail-oriented: including maintaining and updating IT documentation and procedures.
• Experience in using scripting language for automation.
• Working knowledge of a broad range of hardware such as servers, laptops, printers, IP phone systems, A/V, and mobile devices.

Nice-To-Haves

• Certifications or experience in Mac OS, Jamf, Jira, Airwatch, G-Suite, Okta, networking fundamentals (e.g., CCNA, CompTIA Network+), ITIL, large language model/generative AI
• Familiarity with the Fintech industry.

Your Manager

• Josh Dedji

Recruiter For This Role

• Louise Devlin

Typical Process

• Application Submission
• Recruiter video call
• Hiring manager video call
• Virtual “Onsite” consisting of 3, 45 min calls
• Offer

Compensation and Benefits

• Premium Private Medical and Dental coverage
• Generous time off program with additional “Floating Holiday days”
• Retirement savings program with company contribution
• Equity in a publicly-traded company and an Employee Stock Purchase Program
• Monthly stipend to support our remote work model
• Annual development stipend to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave
• Wellbeing programs i.e Modern Health, HealthKick and more