IT Support Engineer

About the company

• Stripe is a financial infrastructure platform for businesses. Millions of companies use Stripe to accept payments, grow their revenue, and accelerate new business opportunities.

About the team

• The Corporate Technology (CorpTech) Services team is a strategic support partner to all Stripes, in office and remote. We ensure the successful operation of new hires, account off-boards and critical business systems with a global team.
• We're looking for a Tier 1 Support Engineer to join the AMER CorpTech Services team to provide in-person, thoughtful and individualized support for all Stripes.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, email, Slack or ticketing system.
• Provide in-person IT HelpDesk assistance to Stripe employees, contingent workers, and vendors.
• Walk customers through problem-solving processes and follow up to ensure issues have been resolved.
• Run diagnostic programs to resolve problems as well as troubleshoot IT scripts, systems, or automation.
• Support and maintain critical SaaS tools (Google Workspace, Slack, Zoom, JIRA, Confluence, etc.)
• Troubleshoot Stripe-provided hardware (macOS, Chrome OS, iOS, peripherals).
• Facilitate the provisioning of Stripe laptops for new hire on-boarding and fleet upgrades.
• Assist with new hire onboarding and training curriculum.
• Update, and maintain detailed external and internal IT documentation.
• Onboard and support third-party vendors and/or contractors.
• Contribute to shared global IT off-boarding tasks and responsibilities.
• Maintain and provide technical assistance with all office technology (printers, Zoom Rooms, room schedulers, and more).
• Own IT asset management and ensure accurate and actionable records are kept of required equipment.
• Promote best practices as established by IT and escalate inquiries as necessary to the IT Systems and Infrastructure team.
• Create and update technology documentation for internal IT teams and for Scale employees.

Requirements

• Possess 2+ years of experience in IT HelpDesk experience.
• Possess strong working knowledge of Apple systems and software.
• Possess strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, or similar cloud providers.
• Possess strong working knowledge of Atlassian systems (JIRA and Confluence).
• Possess understanding of script execution and troubleshooting (ex: Ruby, Bash, Python).
• Possess working knowledge of imaging/endpoint management tools (DEP, FleetDM).
• Able to independently manage and prioritize workload and projects.
• Possess outstanding interpersonal and communication skills.
• Is empathetic, humble, and possess a strong focus on customer service.