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Senior IT Support Associate

2 months ago

San Francisco, California, United States IT-XY GmbH Full time
About the Role

We are seeking a highly skilled and experienced Senior IT Support Associate to join our team at IT-XY GmbH. As a key member of our IT department, you will be responsible for providing top-notch technical support to our end-users, ensuring that they have a seamless and efficient experience with our systems and applications.

Key Responsibilities
  • Triage and resolve Tier 1 and Tier 2 Service Desk issues via our ITSM tool (Jira Service Desk)
  • Meet established SLA's for first touch, follow-up and resolution
  • Troubleshoot and resolve issues with IT-XY GmbH owned and managed endpoints (laptops/mobile devices)
  • Provision on premise and SaaS application access and configure end user hardware as part of on-boarding/offboarding process
  • Troubleshoot and support video conferencing equipment in onsite conference rooms
  • Help create and maintain internal and end user facing technical documentation
  • Complete projects related to the continuous service improvement of the IT function
Requirements
  • 4+ years of experience working in a technical support role, providing end-user support for hardware, software, and network issues
  • Passion for technology and knack for troubleshooting technical issues
  • Strong working knowledge of troubleshooting issues in major OS systems (macOS, Windows, iOS, Android)
  • Excellent communication skills and ability to effectively explain technical concepts to non-technical users
  • Proactive and able to identify potential issues before they escalate, ensuring a seamless user experience
  • Collaborate effectively with team members to solve technical problems and drive the business forward
About IT-XY GmbH
  • We are a leading provider of innovative IT solutions, serving over 8,000 brands worldwide
  • We process over 80 billion events per month, with a production cluster containing over 18,000 containers serving 200+ services
  • We are committed to delivering exceptional customer experiences, with a focus on hyper-personalized communication and large-scale commerce
What We Offer
  • Competitive salary range: $92,000 - $120,000 annually + equity + benefits
  • Opportunity to work with a talented team of technologists and problem-solvers
  • Professional development and growth opportunities
  • Flexible work arrangements and work-life balance
Company Values
  • Default to Action - Move swiftly and with purpose
  • Be One Unstoppable Team - Rally as each other's champions
  • Champion the Customer - Our success is defined by our customers' success
  • Act Like an Owner - Take responsibility for IT-XY GmbH's success