Senior Helpdesk Engineer

hace 1 semana


Xico, México Etsy A tiempo completo

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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