IT Support Engineer

What you'll do

• You'll be responsible for providing technical assistance and support related to computer systems, hardware, and software.
• Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• In-person support is required as well as setting up desks and managing/auditing peripherals.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, email, Slack or ticketing system.
• Deliver handson support for executive devices (macOS, iOS), including provisioning, configuration, secure migrations, and travel tech readiness.
• Enable high-stakes meetings and events through thorough pre-checks, active conferencing troubleshooting, and dedicated meeting-day technical support.
• Manage rapid incident response, containment playbooks, and dedicated SLA-tiered ticket queues for high-sensitivity executive requests.
• Provide in-person IT HelpDesk assistance to Stripe employees, contingent workers, and vendors.
• Walk customers through problem-solving processes and follow up to ensure issues have been resolved.
• Run diagnostic programs to resolve problems as well as troubleshoot IT scripts, systems, or automation
• Support and maintain critical SaaS tools (Google Workspace, Slack, Zoom, JIRA, Confluence, etc.)
• Troubleshoot Stripe-provided hardware (macOS, Chrome OS, iOS, peripherals)
• Facilitate the provisioning of Stripe laptops for new hire on-boarding and fleet upgrades
• Assist with new hire onboarding and training curriculum
• Update, and maintain detailed external and internal IT documentation
• Onboard and support third-party vendors and/or contractors
• Contribute to shared global IT off-boarding tasks and responsibilities
• Maintain and provide technical assistance with all office technology (printers, Zoom Rooms, room schedulers, and more).
• Own IT asset management and ensure accurate and actionable records are kept of required equipment.
• Promote best practices as established by IT and escalate inquiries as necessary to the IT Systems and Infrastructure team.
• Create and update technology documentation for internal IT teams and for Scale employees.

Who you are

• You have the ability to take initiative on tickets and contribute to project design and implementation.
• You are skilled at writing, updating and maintaining technical documentation and sending directed communications.
• You are comfortable working as an individual contributor on a global team that is driving towards a common goal.
• You will best succeed in this role by leading on things you are passionate about while supporting others in their passion.

• You love problem solving and collaborating with others to provide world class support.
• Being the best fit for this position means you are both humble and confident.
• You strive towards excellence but understand your limitations and don't hesitate to ask for help when needed.

• We're looking for someone who meets the minimum requirements to be considered for the role.
• If you meet these requirements, you are encouraged to apply.
• The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• Possess 2+ years of experience in IT HelpDesk experience
• Possess strong working knowledge of Apple systems and software
• Possess strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, or similar cloud providers
• Possess strong working knowledge of Atlassian systems (JIRA and Confluence)
• Possess understanding of script execution and troubleshooting (ex: Ruby, Bash, Python)
• Possess working knowledge of imaging/endpoint management tools (DEP, FleetDM)
• Able to independently manage and prioritize workload and projects
• Possess outstanding interpersonal and communication skills
• Is empathetic, humble, and possess a strong focus on customer service