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Junior IT Support Engineer

2 months ago

Raleigh, North Carolina, United States Pendo Full time
Team Overview

We are in search of a dedicated and detail-oriented Junior IT Support Engineer who is enthusiastic about providing outstanding customer assistance and excels in a dynamic setting.

You possess a strong desire to help, demonstrating patience and empathy, along with a talent for troubleshooting. You thrive on developing and enhancing sustainable processes that optimize IT workflows. With a keen interest in technology, you enjoy exploring innovative methods to discover the most effective solutions, particularly in a fast-paced atmosphere.

Our team supports a diverse group of employees, with a significant portion operating across various time zones. Our mission is to cultivate an exceptional workplace, encompassing numerous remote offices and collaborative spaces worldwide. We are committed to utilizing advanced technology to ensure seamless interactions among our team members.

We primarily operate in a Mac environment, employing Jamf for mobile device management, Okta for identity management, and Zoom for virtual meetings. Our infrastructure is entirely cloud-based, eliminating the need for on-premise servers, and we implement single sign-on for external services whenever feasible. This robust IT framework underpins our expansion, and one of your essential duties will be to utilize these systems, among others, to reduce IT friction as we grow.

We are devoted to maintaining a high-caliber organization with a strong engineering culture, upholding the highest standards for our code, systems, and personnel. We emphasize continuous learning and development, fostering a vibrant and engaging work environment. We seek diverse, well-rounded, and communicative individuals who we can envision as friends and trust as vital team members.
Key Responsibilities
  • Act as a customer advocate by identifying recurring issues, collaborating with the business to prevent future occurrences, and proactively educating users with helpful tips or best practices.
  • Provide primary technical support to employees through various communication channels.
  • Collaborate with IT colleagues to support our global workforce.
  • Ensure exceptional customer service in a cooperative environment while assisting individuals in resolving issues.
  • Maintain a balanced focus on security and efficiency, prioritizing company values in all decisions.
  • Accurately document all Service Desk issues and efforts using our service management tools.
  • Adhere to internal asset and inventory management protocols for both hardware and software.
  • Participate in company-wide initiatives and team projects.
  • Identify and investigate routine technical challenges of varying complexity and follow through to resolution.
We Value You Because...
  • You have a genuine passion for assisting others in solving problems.
  • You thrive in a fast-paced customer service environment, especially within a technical setting.
  • You enjoy supporting and troubleshooting issues on macOS and/or Windows platforms.
  • You are comfortable utilizing cloud-based communication tools to collaborate with colleagues.
  • You are enthusiastic about creating a Service Desk that users appreciate.
Preferred Qualifications
  • 1+ years of experience in a technical support role.
  • Familiarity with Mac OS and Windows OS environments.
  • Experience with Google applications (Sheets, Docs, Gmail, etc.).
  • Strong communication and interpersonal skills.
  • Ability to multitask and prioritize effectively.
  • Capacity to work both independently and as part of a team.
Company Overview:

Pendo was established by former product managers in 2013, who combined their expertise to create a solution that addresses the core drivers of product success. Our mission is to enhance user experiences with software.

We are one of the fastest-growing startups, backed by leading investment firms. You will gain exposure to a diverse range of technologies and clients, making a tangible impact on Pendo's trajectory. Our culture is vibrant, dynamic, and enjoyable.

EEOC Statement

We are an equal opportunity employer and believe that diverse teams, where everyone can bring their authentic selves, are crucial to our success. We welcome individuals from various backgrounds, experiences, abilities, and perspectives.

Accessibility Commitment

Pendo is dedicated to providing access and reasonable accommodations to applicants with disabilities. If you require assistance during the recruitment process, please reach out to us. All accommodation requests are handled discreetly and confidentially, as permitted by law.

Compensation Overview

Our salary ranges are designed to be competitive within our industry and are one component of the comprehensive compensation, benefits, and rewards we offer.