IT Support Technician

4 days ago

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The Motley Fool

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investor advice • stock market news • premium subscriptions • stock rating service • marketing

501 - 1000

💰 $25M Private Equity Round on 2009-11

Description

•We are The Motley Fool, a purpose-driven financial information and services firm with nearly 30 years of experience focused on making the world smarter, happier, and richer. •The IT Support team at The Motley Fool is looking for an ambitious and service-oriented technical whiz to help keep the Fool humming on all cylinders. •Generally, you can expect 470+ people worldwide to rely on you for their support needs - be that troubleshooting computers, network + VPN errors, getting the right perm for the job, setting up for new Fools, ordering equipment and everything in between. •You’ll be troubleshooting technical issues with empathy and finesse, implementing tests to help the team optimize efficiency, assisting your team with projects around making innovative tech more accessible to Fools, and navigating the world of IT support like a champion. •With 10+ years of circus experience under our belts (kidding!), we’re very good at wearing multiple hats and juggling tasks (not kidding!). •Our team has a winning combination of passion for technology and the eagerness to help Fools do their best work. •We’re a proactive team, and we dedicate as much (if not more) time to fire prevention as we do to firefighting. •Provide remote and hands-on for Windows, macOS clients, systems in an Active Directory environment, Okta, Office 365, Google Workspace, and network connectivity. •Leverage our MDM tools to setup, deploy, update, troubleshoot, and retire computers through their lifecycle. •Efficiently respond to requests for technical assistance via ticket system (Jira Service Management), Slack, email, and carrier pigeon. •Stay up to date with Fool and non-Fool tech and be proactive in resolving issues. •Troubleshoot in a timely manner and follow through with users to make sure they can do what they do to help them be richer, smarter and happier. •Take initiative in improving the team, improving the customer experience, and improving your skill-set - never settle for “that’s just how we’ve done it” when you see ways to improve our support experience.

Requirements

•Ability to support our Mac and Windows based MDM environments (Kandji + Intune) •Demonstrated experience working with Okta (for SaaS apps) and Active Directory Users and Groups Management (ie - edit accounts, manage memberships, disable users, etc). •Experience managing Google Workspace Accounts and Team Drives. •Experience troubleshooting video calls (primarily Zoom, and occasionally other platforms) •We don’t care much for titles or levels here, but you may self-identify as a Tier 1+ Tech Support professional - you’ll lean into Jr SysAdmin skills throughout your journey in this team •Handling hardware + inventory tracking skills •Insatiable appetite for learning and development. You want to be well-versed in new applications, systems, and investing! •Strong communication (listening, verbal and written) skills and the ability to communicate technical issues to a non-technical audience - notes and breadcrumbs for next steps are how we survive! •Strong critical thinking skills - you can spot patterns and stop fires before they happen (and you’re confident speaking up to help prevent issues). •Proactive in attitude and team oriented, because we’re all about teaching each other and sharing pro-tips. •Look to emerging tech for ways to expand your own capabilities (ie leveraging AI to help write articles or research issues you haven’t seen before, or even offload low level priorities as tools progress in functionality) •Ruthless prioritization skills - you know the difference between “urgent” and “URGENT,” and those last-minute, behemoth requests don’t even make you blink. •Comfortable working within a ticket system, and endeavoring to meet our team’s goals for 5-star service with every request. •Equally strong commitment to leaving things better than you found them AND leaving a lasting, positive impression. •Be available for support outside of normal work hours (for emergencies and surprises in multiple time zones).

Benefits

•Flexible, remote work environment (*see our open states above) •No “vacation policy” (not to be confused with a “No vacation” policy) •Generous fully-paid parental leave •$1,000 annually to invest in stocks of your choice •Super low premiums for medical, dental, and vision coverage