Systems Support Technician

2 weeks ago

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

We are seeking a skilled IT Support Engineer who possesses a comprehensive understanding of our complex technical services and excels in providing outstanding hands-on IT support to our global workforce. Strong analytical and communication skills are vital for success in this position, along with a robust technical knowledge of IT infrastructures, networks, and software applications.

Key Responsibilities
  • Promptly address global IT inquiries received via the IT Support system.
  • Set up and maintain all IT hardware and services, including computers, network devices, conference facilities, security systems, and administrative systems.
  • Oversee the installation, upgrades, and troubleshooting of Windows and macOS endpoints using MDM tools.
  • Innovate and enhance AI-driven solutions, such as ChatGPT prompts and advanced AI functionalities.
  • Ensure a dependable local network infrastructure for the customer care team, maintaining seamless business operations.
  • Perform thorough root cause analysis of recurring technical challenges, identify core issues, and recommend sustainable solutions to avert future problems.
  • Develop technical documentation, guides, and knowledge base articles for internal use, and provide training to staff as necessary.
  • Proactively identify opportunities for improving IT services and lead these initiatives to fruition, demonstrating a high degree of independence throughout the process.
  • Be ready to work flexible hours during on-call duties or IT maintenance tasks.
Qualifications
  • At least 5 years of experience in IT Support Engineering.
  • Exceptional customer service skills, with a strong attention to detail and a commitment to thorough follow-up.
  • Solid understanding of networking principles and the ability to troubleshoot onsite issues effectively.
  • Willingness to participate in a monthly on-call IT Support rotation is essential.
  • A passion for IT Engineering and a desire to learn new technologies.
  • A dedication to providing excellent customer support within a complex, global organization.
  • Proficiency in identifying issues and crafting solutions that demonstrate strong problem-solving skills.
  • A proactive approach to seeking process improvement opportunities through automation.
Additional Information

As part of Wix's IT Team, we deliver technical assistance and support to employees regarding computers, servers, hardware, software, and events on a global scale. Our responsibilities encompass everything from configuration and maintenance to troubleshooting and monitoring, utilizing the latest technology for device management services, Ansible, and automation engines. We create fully automated processes for monitoring, purchasing, security incidents, service level management, customer relationship management, and more.

Working Shift: This position requires onsite attendance from Monday to Friday, during standard business hours.

In addition to a competitive compensation package and opportunities for professional development, Wix offers a comprehensive benefits program to support the well-being and financial security of our employees.

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