The Job

OwnBackup is one of the fastest growing global SaaS companies. With nearly 5,000 customers, we are ranked on the Forbes Cloud 100 as one of the world’s top private cloud companies and have raised over $500 million in funding from AIkeon Capital, B Capital Group, BlackRock Private Equity Partners, Insight Partners and others.

The IT Support Engineer supports users by addressing any technical and non-technical difficulties related to the use of technology in conducting their day to day job function. This role is the first line of contact when a user reports an issue. This function requires quick thinking, a level of calmness and ability to problem solve in a fast paced environment. Communication, proper expectation setting and the hunger to reach a successful case resolution is paramount.

Your Day-to-Day Role

• Level 1 & 2 support for 600+ Mac users on laptops, including monitors, tablets, printers, peripherals, and applications.
• Computer and data security, including encryption and anti-virus updates.
• Installation and image management, including pre- and post-imaging procedures.
• Documenting and troubleshooting procedures.
• Configuring, maintaining and troubleshooting printers and print clients.
• Maintaining inventories of software, hardware and peripherals using an asset management software.
• Configuring and troubleshooting user accounts (in office and remote). 
• Training users on basic macOS and applications use.
• Thorough record keeping and documentation as required.
• Other projects and duties as required may be assigned.
• Hardware installation and troubleshooting: Apple Mac mini, iMac, MacBook Pro, iPad, iPad Pro
• Supporting users requiring help with single sign on and multi factor authentication.  
• Conduct day to day support activity with a level of urgency and commitment to SLA’s
• Help with quoting and ordering equipment through IT suppliers (i.e. Apple, CDW, etc).

Your Work Experience

• A minimum of 1 years’ Help Desk experience supporting a Mac environment at a university help desk or business environment. Previous experience working as an Apple Genius associate and/or MDM experience is a plus.  
• Previous experience supporting large organizations with offices in multiple geographies (majority in the US) is a plus
• Well versed in Mac and Apple OS and iOS
• Ability to relate to and effectively communicate with all levels of employees.
• Process oriented, but flexible around business needs.
• Exhibits courtesy, tact, consideration, teamwork and discretion in all interactions with staff and with the public.
• Independent worker with good task and time management skills.
• Focused, with strong attention to detail.

Important Details

This is a full-time position. The ideal candidate will work out of our Englewood Cliffs, NJ office to maximize collaboration and interaction with the business. Travel may be required.

OwnBackup is dedicated to creating an environment where employees thrive, which is why base pay is only one part of the total compensation package that is provided to compensate and recognize employees for their work. This role may also be eligible for unlimited PTO, generous medical benefits, a 401(k) savings plan with a 4% employer match, discretionary bonuses/incentives, and stock options. We also offer catered lunches in the office five days a week, a full fitness center, and free shuttle bus service to and from New York City.

Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. OwnBackup is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

A Bit About Us

OwnBackup is a leading SaaS data protection platform for some of the largest SaaS ecosystems in the world, including Salesforce, Microsoft Dynamics 365, and ServiceNow. Through capabilities like data security, backup and recovery, archiving, and sandbox seeding, OwnBackup empowers thousands of organizations worldwide to manage and protect the mission-critical data that drives their business.

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