IT Support Engineer

Stripe; San Francisco (CA); Ibrido; USD 107.000 - 161.000; Tempo pieno

Vantaggi offerti da questo lavoro

Equity

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Descrizione del lavoro

Stripe is seeking a Tier 1 IT HelpDesk Engineer to join the AMER CorpTech Services team to provide in-person, thoughtful and individualized support for all Stripes. You will work in a fast-paced environment, responding to queries, running diagnostics, and setting up desks and peripherals for employees and contingent workers.

Strong knowledge of Apple systems, Google Workspace, Slack, Zoom, JIRA, Confluence, and scripting is required.

Competenze

• 2+ years IT HelpDesk experience
• Strong working knowledge of Apple systems and software
• Strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, or similar cloud providers
• Strong working knowledge of Atlassian systems (JIRA and Confluence)
• Understanding of script execution and troubleshooting (e.g.: Ruby, Bash, Python)
• Working knowledge of imaging/endpoint management tools (DEP, FleetDM)
• Able to independently manage and prioritize workload and projects
• Outstanding interpersonal and communication skills
• Empathetic, humble, and customer-service oriented

Mansioni

• 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 and 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 provisioning of Stripe laptops for new hire onboarding and fleet upgrades
• Assist with onboarding and training curriculum for new hires
• 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
• Maintain and provide technical assistance with all office technology (printers, Zoom Rooms, room schedulers, and more)
• Own IT asset management and ensure accurate records
• Promote best practices as established by IT and escalate to IT Systems/Infrastructure
• Create and update technology documentation for internal IT teams and Scale employees

Conoscenze

IT HelpDesk

Apple systems

Google Workspace

Slack

Zoom

JIRA & Confluence

Scripting (Ruby, Bash, Python)

Imaging/Endpoint tools

Prioritization

Customer service

Strumenti

DEP

FleetDM

Descrizione del lavoro

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world's largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

Who we are

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world's largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

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. Stripe is looking for individuals who can work in a fast paced environment and work autonomously to deliver team oriented results.

What you’ll do

You’ll be responsible for providing technical assistance and support related to computer systems, hardware, and software. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. In-person support is required as well as setting up desks and managing/auditing peripherals.

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 elevate inquiries as necessary to the IT Systems and Infrastructure team.
• Create and update technology documentation for internal IT teams and for Scale employees.

Who you are

You have the ability to take initiative on tickets and contribute to project design and implementation. You are skilled at writing, updating and maintaining technical documentation and sending directed communications. You are comfortable working as an individual contributor on a global team that is driving towards a common goal. You will best succeed in this role by leading on things you are passionate about while supporting others in their passion.

You love problem solving and collaborating with others to provide world class support. Being the best fit for this position means you are both humble and confident. You strive towards excellence but understand your limitations and don’t hesitate to ask for help when needed.

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum 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

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual US base salary range for this role is $107,000 - $160,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

We look forward to hearing from you.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.