Enterprise Support & Solutions Admin II

BetterCloud; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

BetterCloud is seeking an Enterprise Support & Solutions Administrator II to triage, escalate and resolve incidents across our internal platform, systems, and tools. You will be a liaison between users and Business, Product & Engineering and IT teams, delivering reliable, user‑focused support.

You will monitor helpdesk tickets, provide first‑level technical assistance for Windows, macOS, and iOS devices, and help drive self-service improvements through documentation and processes.

Qualifications

• High school diploma or GED required.
• 2–3 years in fast-paced IT support or helpdesk environment.
• Experience supporting remote users via phone, email, chat, and text.
• Experience supporting Windows and macOS platforms and mobile iOS devices.

Responsibilities

• Actively support efforts to simplify and enhance the customer experience.
• Monitor Helpdesk tickets, categorize and prioritize incidents.
• Provide first-level technical support for platforms, systems, and tools.
• Gather information to identify and assess incident nature.
• Log incidents in ticketing systems and escalate when needed.
• Develop and maintain self-service documentation and process improvements.
• Stay current with industry trends and emerging technologies to support users.

Skills

Customer service

Communication skills

Ownership

Problem solving

Learning agility

Proactive

Education

High school diploma or GED

Tools

G-Suite

Okta

Slack

Zoom

Zendesk

PagerDuty

Jira

Mixpanel

Instabug

Job description

Who we are looking for:

The Enterprise Support & Solutions Administrator II supports the organization by triaging, escalating and resolving incidents and technical requests involving our internal platform, systems, and technology tools. This position plays a crucial role in ensuring user satisfaction, resolving technical issues, and contributing to the overall success of our IT support services. The Enterprise Support & Solutions Administrator II will be part of a team serving as a liaison between our internal users and the Business, Product & Engineering and Information Technology organizations.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents.
• Provide first level, basic to intermediate technical support to users of ACV’s platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools.
• Gather information to identify and assess the nature of incidents and problems.
• Record incidents in support ticketing system to maintain a log for escalation to other teams.
• Escalate complex issues to higher-level technical resources as needed.
• Develop and maintain documentation to facilitate self-service problem solving and process improvement.
• Utilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as required.
• Stay current with industry trends and emerging technologies to provide informed technical support.
• Perform additional duties as assigned.

What you will need:

• High School or GED - required 2 - 3 year(s) Industry experience in a fast-paced, high-energy environment.
• Ability to read, write, speak and understand English.
• Experience supporting remote users over phone, email, chat and text.
• Experience supporting enterprise systems and applications with a 24/7 user base.
• Experience using and troubleshooting both Windows and Mac operating systems.
• Experience supporting mobile iOS devices, like iPhones and iPads.
• Demonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
• Ability to take ownership of user interactions and be proactive when dealing with user issues.
• Ability and desire to learn new technologies and skills.
• Ability to deal tactfully with persons in authority, co-workers, and members of the public.
• Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, or Instabug is a plus.
• Familiarity with ITIL standards and IT Security compliance standards and practices is a plus.