Senior IT Support Specialist
Job Description
6sense looking for a Senior IT Support Engineer who is passionate about providing amazing customer experience while delivering outstanding technical support. Our team works cross-functionally with our partners in IT Operations, IT System Engineering, Security, People Ops, Workplace, and other teams to coordinate work, handle ticket escalations, and resolve issues. We onboard new employees, provide new hardware, provide hands-on support, and adhere to security standards for all 6sense employees globally. Ultimately, we are responsible for supporting 6sense around the world. You will be a customer service and support all-star player, working in a hybrid model while assisting our customers in the office via in-person walkup, support tickets, email, or chat as needed.
Responsibilities
- You will be a customer service and support evangelist, assisting our customers via in-person walk-up, support ticket, email, or chat as needed.
- Actively participate as a global IT staff member to maintain IT support documentation, manage multiple IT support queues and help to handle ticket escalations.
- Assist in development and implementation of standard operating procedures and customer service guidelines.
- Assist with the on-boarding/off-boarding process, prepping and deploying systems, while leading our new hire orientation and following termination procedures.
- Work with global IT staff and Security Operations teams to investigate and resolve problems associated with security issues.
- Perform all aspects of the hardware lifecycle to include hardware repairs, upgrades and migrations.
- Provide VIP support to our executive staff and senior leadership.
- Periodically travel to support our global distributed offices.
- Some heavy lifting required.
Job Requirements
- Minimum 6+ years' experience in IT Support in a professional environment.
- Experience administrating and supporting Windows\Linux\Mac OS, Office 365, Intune, JAMF, Zoom, Slack, and Okta.
- Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
- Have a strong troubleshooting mindset; ability to understand symptoms as reported by clients, translate into potential causes, identify root cause, and logically approach potential fixes and/or workarounds.
- A comfort in working with and supporting all levels of an organization, up to and including company executives.
- Outstanding written and verbal communication and interpersonal skills.
- Ability to participate in an on-call rotation that includes after-hours and weekend support.
- Enthusiasm and desire to learn and continuously develop your technical skills.
- Experience in being a part of both a global and local team.
