IT Support Technician - Tier 2

About the team

As an IT Support Technician, you’ll join a diverse and skilled team dedicated to maintaining day-to-day IT operations for internal employees. We strive to provide stellar customer service while resolving software or hardware issues to the best of our ability. We work across all organizational teams and closely with engineering teams to address customer requests by troubleshooting or providing guidance through a ticketing system. As a team, we meet regularly to collaborate and ensure you have the resources needed to learn new technologies and develop professionally.

What you’ll do

IT Support Technicians support the general business operations of Angi. In fulfilling the following primary duties, IT Support Technicians may exercise discretion and independent judgment in executing these responsibilities. The schedule for this position will be 8 AM to 5 PM MT, and we’re looking for someone to be in the office at least 3 days per week.

• Resolve ticket requests daily for Tier 1 and 2 technical issues and escalate to higher-tier IT support when necessary
• Own communication between end users and escalation teams for higher-profile issues
• Maintain outstanding verbal communication skills with the ability to seamlessly interact with technical and non-technical colleagues at all levels of the organization
• Participate in larger-scale Enterprise IT projects
• Ensure that client computers connect seamlessly with file servers, email, networked printers, VPN, virtual computing technologies, computer conferencing systems, application servers, and administrative systems
• Leverage administration tools in Google Workspace, Okta, Active Directory, and Freshservice
• Train and guide staff on best practices for hardware and software usage
• Create and update documentation to reflect best practices and self-service troubleshooting
• Use remote support tools to guide end users through troubleshooting steps
• Support testing and deployment of new applications and systems
• Participate in maintenance activities on hardware, operating systems, and software applications
• Support on-site office operations (printers, conference rooms, workstation setup)
• Assist in the technical upgrading and maintenance of systems in coordination with other tech teams

Who you are

• Must have a high school diploma or equivalent
• At least 2 years of experience in a technical support position
• A+, Network+, and ITIL certifications are a plus, but not required
• Action-oriented and solution-driven in addressing technical issues
• Able to provide and receive feedback professionally and constructively
• Experience troubleshooting both PC & Mac technical problems through remote tools
• Experience with modern IT Service Management systems is a plus
• Ability to follow processes and procedures, and provide feedback for improvements
• Able to maintain composure when working through ambiguity and/or high-profile issues
• As this role requires working with IT equipment, candidates should be able to lift and carry 50 pounds or more of equipment safely, multiple times per day, and be capable of mounting audio/visual equipment utilizing a ladder and hand tools.
   

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Compensation & Benefits

• The salary band for this position ranges $55,000 - $70,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living. 
• This position will be eligible for a competitive year end performance bonus & equity package. 
• Full medical, dental, vision package to fit your needs 
• Flexible vacation policy; work hard and take time when you need it 
• Pet discount plans & retirement plan with company match (401K) 
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world 

#LI-Remote

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Last updated on Aug 21, 2024