IT Support Engineer (San Francisco)

We are looking for an IT Support Specialist to join the growing IT Support team of our client. In this role, you will help craft the IT support experience, focusing on the support experience

throughout the company. Youll help on supporting in-office meeting systems, collaborating

closely with our Workplace team while working mainly with the IT team. With the IT team, you

will work on tickets and projects, especially with tools at the company like Okta, Jamf, InTune,

Slack, Zoom, Google Workspace. We are especially looking for someone who has experience

working with stakeholders on our collaboration tools to ensure efficiency. The client is mostly Mac

shop but will be onboarding Windows devices soon.

About the role

Location: San Francisco HQ

As an IT Support Specialist, youll help to:

Build and implement a program to deliver the best possible technology support experience.

Hone and refine all aspects of IT Support, whether it's the tools or the team

Ticketing and triaging internal user requests

Long term project work involving IT and Security requests

Guide, mentor, and support IT Support teammates

Contribute to and maintain our knowledge-base articles with How-To guides for end users and teammates.

Measure, report, and drive IT support KPIs

Effectively respond to and triage escalations as necessary.

Assist with testing and provide feedback on the overall end user experience.

About you

Youll thrive as an IT Support Engineer on our IT Support team if you:

Take ownership of reported issues and seeing problems through to resolution

Communicate empathetically, but also with clarity and conciseness both in person, through Slack, and by documenting your work in our ticket management system and knowledge base

Enjoy helping others develop their skills

Have expert-level knowledge of Apple and Windows hardware and SaaS apps like Google Workspace and Okta in an enterprise environment

Have experience in identifying and automating repetitive tasks and service requests

Have helped deliver IT Support on a global scale