Senior Helpdesk Engineer
hace 1 semana
About the Role
Etsy is seeking a skilled Senior Helpdesk Engineer to join our Helpdesk team and provide technical support to our enterprise organization. As a key member of our team, you will be responsible for troubleshooting and resolving technical issues, providing excellent customer service, and collaborating with cross-functional teams to drive business productivity.
Key Responsibilities
- Provide frontline technical support for our business, including onboarding, offboarding, and fulfillment/break/fix for hardware and software
- Lead with optimism and empathy while providing in-person and remote support to our internal customers
- Develop and maintain technical documentation, procedures, and policies to ensure seamless support operations
- Collaborate with the Helpdesk and greater Internal IT team to drive technical innovation and process improvements
- Mentor junior employees and provide technical guidance to ensure knowledge sharing and skill development
Requirements
- 5+ years of experience working in tech support/customer service
- Fluency in both English and Spanish
- Advanced experience with macOS and fleet management tools like JAMF Pro
- Administration experience with Okta
- Experience with Google Meet and AV conferencing technology
- Experience with ticketing systems such as Zendesk and Jira
- Desirable experience with Python, JavaScript, and/or Bash
- Experience with scripting and/or tools for automation and workflow development
- Experience being a technical lead on projects
- Experience with WiFi and networking support
What We Offer
- Competitive salary and benefits package
- Equity package and annual performance bonus
- Opportunity to work with a diverse and inclusive team
- Professional development and growth opportunities
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