IT Support Engineer | Twitter, Inc. | Boulder, CO
IT Support Engineer
Infrastructure Operations | Boulder, CO
Twitter is growing! Our IT team is looking for an IT Support
Engineer to help manage this growth. This individual will join IT
Support Services and will be the first team member in our Twitter
Boulder office. This role will provide IT Support to Twitter employees
and assist local and remote staff with technical problems ranging from
Mac troubleshooting and repairs, Conference Room, A/V setup and support,
as well as office network and phone connectivity.
As our local IT contact, this person must exhibit a high level of professionalism in providing excellent customer service and exercise sound judgment to provide timely resolution of problems. Additionally, they must understand the office culture and maintain positive relationships with customers, business partners and IT team members. This role will require regular travel to Seattle, Los Angeles and other locations within the US to support offices, and may require working outside of normal business hours during urgent or maintenance situations. The ideal candidate will have exceptional Mac troubleshooting skills with experience as a remote team member in IT Helpdesk or Desktop Support in an enterprise environment.
Responsibilities:
As our local IT contact, this person must exhibit a high level of professionalism in providing excellent customer service and exercise sound judgment to provide timely resolution of problems. Additionally, they must understand the office culture and maintain positive relationships with customers, business partners and IT team members. This role will require regular travel to Seattle, Los Angeles and other locations within the US to support offices, and may require working outside of normal business hours during urgent or maintenance situations. The ideal candidate will have exceptional Mac troubleshooting skills with experience as a remote team member in IT Helpdesk or Desktop Support in an enterprise environment.
Responsibilities:
- Responds promptly to requests for technical support via email, phone and in person as needed.
- Responsible for troubleshooting hardware and applications, providing technical support and problem solving.
- Exhibits a high level of professionalism and is passionate about providing outstanding customer service.
- Documents status of cases and provides updates to management, team and end users.
- Provides timely resolution of problems or escalation on behalf of customer to technical staff or management.
- Participates in an on-call rotation that includes after hours and weekend support.
- Works with the HelpDesk, Systems Administrators, Engineering Operations, Security and other teams to identify and resolve escalations and outages.
- Supports security standards (antivirus/firewall/patching/two-factor authentication/access).
- Maintains user accounts, passwords, data integrity, system access & security within policy.
- Initiates and tracks service requests with 3rd party vendors.
- Maintains standard operating procedures, best practices and customer service guidelines.
- Participates in on boarding and training team members.
- Drives quality and adherence to best practices within the team
- Minimum 1-3 years experience in IT Support in a professional environment
- Experience with support ticket management and tracking
- Strong customer service, problem solving and teamwork abilities
- Outstanding communication and interpersonal skills
- Very detail-oriented
- Exceptional Mac troubleshooting skills including the ability to differentiate hardware and software issues
- Extensive knowledge of Mac OS 10.7x, 10.8x, 10.9x and iOS
- Network fundamentals (network configs, VPN, printing, etc)
- Basic knowledge of Windows 7
- Google Apps for enterprise experience
- Knowledge of video conferencing solutions and support
- iPhone and Android support experience
- Some heavy lifting required
- Hungry to learn IT from the ground up
- 30% travel required within region to support offices and event
- Proven experience working as a remote member of an IT team
- Conference Room A/V Support and Live Event experience a plus
- Mac, Linux, MCSE or network certifications
- Knowledge of Mac Systems Administration concepts and tools
- LDAP and Active Directory experience
- Experience with Shoretel or other VOIP systems
- Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication)
