Junior IT Support Engineer

2 weeks ago

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

We are on the lookout for a dedicated and detail-oriented Junior IT Support Engineer who is enthusiastic about providing outstanding customer assistance and excels in a dynamic work environment.

You possess a strong desire to help, demonstrate patience and empathy, and have a talent for troubleshooting issues. You thrive on developing and enhancing sustainable processes that optimize IT functions. With a passion for technology, you enjoy exploring innovative methods to discover the most effective solutions, particularly in a rapidly changing setting.

Our team supports a diverse group of employees, with a significant portion working across various time zones. Our aim is to cultivate an exceptional workplace that spans multiple remote offices and collaborative spaces worldwide. We are committed to utilizing advanced technology to ensure smooth interactions among our team members.

We primarily operate in a Mac-centric environment, employing Jamf for mobile device management, Okta for identity verification, and Zoom for virtual meetings. Our operations are 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—and others—to reduce IT friction as we grow.

We are dedicated to fostering a high-caliber organization with a strong engineering culture, maintaining the highest standards for our code, systems, and personnel. We prioritize continuous learning and development, ensuring a vibrant and engaging workplace. We seek diverse, well-rounded, and communicative individuals who we can envision as colleagues and trust as key team members.
Key Responsibilities
  • Act as a customer advocate by identifying recurring issues, collaborating with the business to prevent future occurrences, and proactively educating customers with useful tips or best practices.
  • Provide primary technical support to employees through various communication channels.
  • Collaborate with IT colleagues to support our global operations.
  • Ensure exceptional customer service in a cooperative environment while assisting individuals in resolving issues.
  • Maintain a balanced focus on security and efficiency, aligning decisions with company values.
  • 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 corporate-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 helping others solve problems.
  • You thrive in a fast-paced customer service environment, especially within a technical setting.
  • You enjoy providing support and troubleshooting issues on macOS and/or Windows platforms.
  • You are adept at using cloud-based communication tools to collaborate effectively.
  • You are excited about creating a Service Desk that employees appreciate.
Preferred Qualifications
  • 1+ years of experience in a technical support role.
  • Familiarity with Mac OS and Windows OS platforms.
  • Experience with Google suite applications (Sheets/Docs/Gmail/etc.).
  • Strong communication and interpersonal skills.
  • Ability to multitask and prioritize effectively.
  • Capability to work both independently and as part of a team.
Pendo Overview:

Pendo was established by former product managers who aimed to create a solution that enhances understanding and drives product success. Our mission is to improve the user experience with software.

Join one of the fastest-growing startups, backed by leading institutions. You will gain exposure to a diverse range of technologies and clients, making a significant impact on Pendo's future. Our culture is vibrant, dynamic, and enjoyable.

EEOC Statement

We are an equal opportunity employer and believe that diverse teams contribute 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 accommodations during the recruitment process, please reach out to us. All requests for accommodations 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.

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