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IT Support Engineer

2 months ago

Cedar Rapids, Iowa, United States Wix Full time
Job Description

We are seeking a highly skilled IT Support Engineer to join our global IT team at Wix. As a key member of our technical support team, you will be responsible for delivering exceptional technical support to our global teams, ensuring seamless IT operations and minimizing downtime.

Key Responsibilities:
  • Technical Support: Respond quickly and effectively to global IT requests, providing timely and accurate solutions to technical issues.
  • IT Equipment Management: Configure, maintain, and troubleshoot all IT equipment and services, including computers, network switches, WiFi, conference rooms, security systems, and back office systems.
  • Endpoint Management: Manage Windows and macOS endpoint installation, upgrades, and troubleshooting using MDM tools.
  • AI-Driven Solutions: Design, develop, and optimize AI-driven solutions, including ChatGPT prompts and advanced AI bot functionalities.
  • Network Infrastructure: Maintain a reliable local network infrastructure for the Cedar Rapids customer care team, ensuring business processes run smoothly without interruption.
  • Root Cause Analysis: Conduct in-depth root cause analysis of recurring technical issues, identify underlying problems, and propose long-term solutions to prevent future incidents.
  • Technical Documentation: Create technical documentation, guides, and knowledge base articles for internal use and provide training to staff as needed.
  • Process Improvement: Take the initiative to pinpoint opportunities for enhancing IT services and actively lead these projects to completion, demonstrating a significant level of autonomy throughout the process.
Qualifications:
  • A minimum of 5 years of experience working in IT Support Engineering.
  • Outstanding customer service abilities, with a keen attention to detail and a commitment to thorough follow-up.
  • A strong understanding of networking and the ability to troubleshoot onsite issues.
  • Availability for participating in a monthly on-call IT Support rotation.
  • A passion for IT Engineering and an eagerness to learn new technologies.
  • A commitment to delivering superior customer support within a complex, global organization.
  • Proficiency in identifying issues and building solutions.
  • The ability to actively seek process improvement opportunities through automation.
About Wix IT Team:

We are Wix's IT Team, providing technical assistance and support to Wix employees regarding computers, servers, hardware, software, and events on a global scale. We take care of everything from configuration to control and maintenance, troubleshooting, and monitoring, using the newest technology for device management services, Ansible, and automation engines. We build fully automated processes for monitoring, purchasing, security incidents, SLM, CRM, etc.