IT Support Technician
2024-08-27
USA
Angi
Angi® is transforming the home services industry, creating an environment for homeowners, service professionals and employees to feel right at “home.” For most home maintenance needs, our platform makes it easier than ever to find a qualified service professional for indoor and outdoor jobs, home renovations (or anything in between!). We are on a mission to become the home for everything home by helping small businesses thrive and providing solutions to financing and booking home jobs with just a few clicks.
Over the last 25 years we have opened our doors to a network of over 200K service professionals and helped over 150 million homeowners love where they live. We believe home is the most important place on earth and are embarking on a journey to redefine how people care for their homes. Angi is an amazing place to build your dream career, join us—we cannot wait to welcome you home! About the team
As an IT Support Technician, you’ll join a diverse and skilled team dedicated to maintaining day-to-day IT operations for internal employees. We strive to provide stellar customer service while resolving software or hardware issues to the best of our ability. We work across all organizational teams and closely with engineering teams to address customer requests by troubleshooting or providing guidance through a ticketing system. As a team, we meet regularly to collaborate and ensure you have the resources needed to learn new technologies and develop professionally. The schedule for this position may vary, but we're looking for someone open to working an 8-hour shift between the hours of 8 AM ET and 8 PM ET.
What you’ll do
Resolve ticket requests daily for Tier 1 technical issues and escalate to higher-tier IT support when necessary
Own communication between end users and escalation teams for higher-profile issues
Maintain outstanding verbal communication skills with the ability to seamlessly interact with technical and non-technical colleagues at all levels of the organization
Participate in maintenance activities on hardware, operating systems, and software applications
Contribute to larger-scale Enterprise IT projects
Ensure that client computers connect seamlessly with file servers, email, networked printers, VPN, virtual computing technologies, computer conferencing systems, application servers, and administrative systems
Leverage administration tools in Google Workspace, Okta, Active Directory, and Freshservice
Assist in the technical upgrading and maintenance of systems in coordination with other tech teams
Support testing and deployment of new applications and systems
Train and guide staff on best practices for hardware and software usage
Participate in an On-Call rotation to provide after-hours support
Create and update documentation to reflect best practices and self-service troubleshooting
Use remote support tools to guide end users through troubleshooting steps
Who you are
At least 1 year of experience in a technical support position
Experience using a ticketing system
Action-oriented and solution-driven in addressing technical issues
Experience troubleshooting both PC & Mac technical problems through remote tools
Provides exceptional customer service
Able to maintain composure when working through ambiguity or high-profile issues
Ability to follow processes and procedures, and provide feedback for improvements
A+, Network+, and ITIL certifications are a plus
Experience with modern IT Service Management systems is a plus
Must have a high school diploma or equivalent
We value diversity
We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.
Compensation & Benefits
The salary band for this position ranges from $50,000 - $55,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living.
This position will be eligible for a competitive year end performance bonus & equity package.
Full medical, dental, vision package to fit your needs
Flexible vacation policy; work hard and take time when you need it
Pet discount plans & retirement plan with company match (401K)
The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world
#LI-Remote
Over the last 25 years we have opened our doors to a network of over 200K service professionals and helped over 150 million homeowners love where they live. We believe home is the most important place on earth and are embarking on a journey to redefine how people care for their homes. Angi is an amazing place to build your dream career, join us—we cannot wait to welcome you home! About the team
As an IT Support Technician, you’ll join a diverse and skilled team dedicated to maintaining day-to-day IT operations for internal employees. We strive to provide stellar customer service while resolving software or hardware issues to the best of our ability. We work across all organizational teams and closely with engineering teams to address customer requests by troubleshooting or providing guidance through a ticketing system. As a team, we meet regularly to collaborate and ensure you have the resources needed to learn new technologies and develop professionally. The schedule for this position may vary, but we're looking for someone open to working an 8-hour shift between the hours of 8 AM ET and 8 PM ET.
What you’ll do
Resolve ticket requests daily for Tier 1 technical issues and escalate to higher-tier IT support when necessary
Own communication between end users and escalation teams for higher-profile issues
Maintain outstanding verbal communication skills with the ability to seamlessly interact with technical and non-technical colleagues at all levels of the organization
Participate in maintenance activities on hardware, operating systems, and software applications
Contribute to larger-scale Enterprise IT projects
Ensure that client computers connect seamlessly with file servers, email, networked printers, VPN, virtual computing technologies, computer conferencing systems, application servers, and administrative systems
Leverage administration tools in Google Workspace, Okta, Active Directory, and Freshservice
Assist in the technical upgrading and maintenance of systems in coordination with other tech teams
Support testing and deployment of new applications and systems
Train and guide staff on best practices for hardware and software usage
Participate in an On-Call rotation to provide after-hours support
Create and update documentation to reflect best practices and self-service troubleshooting
Use remote support tools to guide end users through troubleshooting steps
Who you are
At least 1 year of experience in a technical support position
Experience using a ticketing system
Action-oriented and solution-driven in addressing technical issues
Experience troubleshooting both PC & Mac technical problems through remote tools
Provides exceptional customer service
Able to maintain composure when working through ambiguity or high-profile issues
Ability to follow processes and procedures, and provide feedback for improvements
A+, Network+, and ITIL certifications are a plus
Experience with modern IT Service Management systems is a plus
Must have a high school diploma or equivalent
We value diversity
We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.
Compensation & Benefits
The salary band for this position ranges from $50,000 - $55,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living.
This position will be eligible for a competitive year end performance bonus & equity package.
Full medical, dental, vision package to fit your needs
Flexible vacation policy; work hard and take time when you need it
Pet discount plans & retirement plan with company match (401K)
The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world
#LI-Remote