Role: Lead IT Services Engineer
Location: NYC (onsite) or London, UK (onsite)
Base Salary Range: $110, 000 - $144,000
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Who We Are:
Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we’re on a mission to become the trusted global digital public square, committed to protecting freedom of speech and building the future unlimited interactivity. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!
What You’ll Do:
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Support Delivery: Provide first and second-level support for all IT-related issues, ensuring quick resolution and high user satisfaction.
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Ticket Management: Use tools like JIRA to manage, track, and resolve support tickets, ensuring all issues are addressed in a timely manner.
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Technical Assistance: Assist with the setup, configuration, and troubleshooting of hardware and software, including SaaS applications such as Google Workspace, 1Password, Slack, Box, Zoom, and O365.
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User Training: Offer guidance and training to users on various IT tools and practices to prevent recurring issues.
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Documentation: Maintain accurate records of issues and resolutions in the knowledge base for future reference.
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Innovation: Participate in projects to implement new technologies or improve existing systems, particularly in areas like conference room AV setups and employee onboarding/offboarding processes.
Who You Are:
You are an experienced Helpdesk Support Engineer with a solid background in providing technical support in a dynamic, fast-paced environment. You excel in:
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Technical Proficiency: You have a deep understanding of various operating systems, software applications, and hardware setups, enabling you to provide top-tier support.
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Problem-Solving: Your analytical skills allow you to diagnose and resolve complex technical issues efficiently.
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Communication Skills: You can explain technical details in an accessible manner to users at all levels of technical understanding.
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Adaptability: You thrive in an environment where technology and business needs are constantly evolving.
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Team Player: You work well within a team, supporting both colleagues and users with patience and professionalism.
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Customer Focus: Committed to enhancing user experience through excellent service and support.
Requirements:
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5 - 10 years of experience in a helpdesk support role or similar technical support position.
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Proficiency with Mac OS, ChromeOS, and Windows.
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Experience in administering SaaS applications, such as Google Workspace, 1Password, Slack, Box, Zoom, O365, etc.
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Knowledge of A/V systems is a plus.
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System Management: Familiarity with tools for ticket and issue tracking like JIRA.
At X, our small but fast-paced team values innovation and creativity. You'll have the opportunity to make a significant impact on the future of X and our aspiration to build the Everything App. If you thrive in a dynamic, high-growth tech environment and relish the opportunity to collaborate with passionate, driven over-achievers, your career with us here at X will be both exhilarating and fulfilling.
Apply now to join our team!
