Backbase
IT Support Engineer
Backbase Atlanta is located in the heart of Midtown, inside the Colony Square office complex at the corner of 14th Street and Peachtree. If you’re looking for breathtaking views of the Atlanta skyline, look no further!
Our office features easy access to restaurants, hotels, parks, theaters, 40,000 square feet of green space, and so much more. It's a lively environment where you'll enjoy plenty of time after work.
As an IT Support Engineer, you will work in a team of motivated, driven, and fun IT professionals within a young, growing organization and get a chance to provide the first line of support for our 1600+ end users globally. YOU WILL NEED TO BE IN THE ATLANTA OFFICE AT LEAST 3- 4 DAYS A WEEK.
What you'll do
You are the face and front line of ICT. You will take ownership of customer issues (Level I) reported through the ICT Service Desk and see problems through to resolution. Your goals there are to:
Prioritize and respond to urgent issues while tracking and resolving tickets in a timely manner
Work daily with tools such as Google Workspace, the Atlassian stack (Jira & Confluence), Slack, Entra/Azure, and MDM solutions like Jamf and Endpoint (Intune)
Support in-office users by troubleshooting and resolving Meraki-based network issues
Keep the ticket queue up to date
Effectively manage one-to-one user interactions
To help achieve that, you’ll research, diagnose, troubleshoot, collaborate with colleagues and identify solutions for all raised issues. You’ll follow standard procedures for proper explanation, escalation and communication of unresolved issues to the appropriate internal teams and issue stakeholders.
You’ll work closely with HR to support the hugely successful onboarding process as well as off-boarding.
You’ll manage and track ICT inventory, most importantly making sure we know exactly what is available. You’ll be involved in the purchasing lifecycle of equipment to add new stock to the inventory.
You’re encouraged to bring new and wild ideas to the table when it comes to improving all things ICT.
Most importantly, you’ll have fun working at Backbase!
Who you are
YOU WILL NEED TO BE IN THE ATLANTA OFFICE AT LEAST 3- 4 DAYS A WEEK.
• Minimum of 3 years of experience in a similar role
• Evidence of tech support level of technical knowledge and troubleshooting ability
• A professional recognition in a relevant discipline, and/or industry-recognized certifications (e.g. CompTIA A+), and/or equivalent experience are a plus
• You have a basic understanding of TCP/IP networking, proxies, SSL, LDAP
• Fluent English language, written and spoken
• Excellent Communication skills
• Basic knowledge of Apple operating systems including mobile devices
• Basic knowledge of MacOS laptop troubleshooting, printers, IP phones and meeting room equipment