Technical Support Specialist

Arsenault; Los Angeles (CA); Hybrid; USD 50,000 - 70,000; Full time

Job summary

A leading e-commerce company is seeking a Technical Support Specialist to join their IT Operations team. In this role, you will provide technical assistance on hardware and software issues while ensuring that the company's service level agreements are met. The ideal candidate is a proactive problem solver with excellent communication skills and a desire to grow. You will handle a range of technical challenges, from desktop support to managing enterprise applications, all within a supportive and innovative work environment.

Qualifications

• Basic experience in desktop support or similar.
• Intermediate to advanced experience with Windows 10, MacOS, and iOS.
• Experience in a remote workforce environment.

Responsibilities

• Serve as the initial contact for technical assistance on hardware and software issues.
• Manage a subset of internal enterprise SaaS applications.
• Ensure all issues are logged and updated in the ticket system.

Skills

Excellent verbal and written communication

Problem solving

Proactive initiative

Team player

Strong interpersonal abilities

Organizational skills

Education

Bachelors degree or equivalent work experience (Computer Science, Information Technology, Engineering, or related field)

Tools

Windows 10

MacOS

Microsoft 365

Job description

About the job Technical Support Specialist

Job Description:

Who We Are:

At Arsenault, our mantra is Be Brand Obsessed. Why? Because we know that our lives are shaped by the brands we interact with daily. As a new disruptor in e-commerce, Arsenaults mission is to not only help brands scale seamlessly, but also build a deeper connection with their customers. We obsess over the brands we serve and the things they care about, and that passion is what drives us to provide a consumer experience like no other.

Since our founding in 2020, Arsenaults one-of-a-kind e-commerce platform has quickly redefined how brands operate online. With our end-to-end world-class tools and services, we empower brands to manage their stores, find more customers, and deliver their products in one seamless experience. It is our mission to give brands the same capabilities as the world's largest retailers so they can do more of what they love getting their great products into the hands of amazing customers.

We are always looking for entrepreneurial, innovative and determined humans who are eager to creatively transform the e-commerce space. Sound like you? Come hop on the brandwagon and discover what Arsenault is all about.

Arsenault is building a community that is committed to living out these 6 core values:

• WE ARE OBSESSED WITH BRANDS: We live for brands and are fanatical about their success.
• WE THINK BEYOND THE BOX: We explore new ideas and discover creative solutions. We think openly about how to serve brands and solve problems.
• WE DON'T GIVE UP: No one expected this to be easy. We are resilient we dig in and keep going.
• WE SPEAK UP: Every person here has an obligation to question norms, voice concerns, and offer their perspective.
• WE WORK TOGETHER: We work with integrity and respect, ask for help, and extend the same help to others.
• WE ARE HUMAN: Our people are our biggest strength. We have fun and make real connections with one another and with the brands we serve.

The Role:

The Technical Support Specialist role sits within our Information Security Organization and reports directly into the Manager, of IT Operations. Our IT Operations team are our system experts, supports and enables the whole company to functionally utilize our systems efficiently and securely.

The Technical Support Specialist will be responsible for providing technical assistance and support related to computer systems, hardware, and software issues, while maintaining the company's SLAs.

You are a problem solver, have a customer first mentality, you are an excellent communicator and are hungry to learn and grow.

What Youll Do:

• Serve as an initial point of contact for employees seeking technical assistance on hardware and software issues (Windows 10, MacOS, O365, G-Suite, etc.).
• Responsible for managing a subset of internal enterprise SaaS applications.
• Build and maintain excellent working relationships with the employees.
• Adhere to all security practices and procedures to safeguard company resources.
• Properly escalate unresolved issues to the appropriate team.
• Ensure all issues are properly logged and updated in ticket system.
• Prioritize and manage several open issues at one time.
• Prepare technical documentation and support notes after resolving end user issues.
• Complete technical and special projects as assigned.
• After hours and weekend on-call support in rotation with team
• Ability to travel as needed

Who You Are:

• You are an excellent verbal and written communicator
• You are a natural and creative problem solver
• You are proactive and take initiative
• You are a team player
• You have strong interpersonal abilities
• You are great at building relationships
• You are able to successfully meet deadlines
• You have a desire and hunger to learn and grow
• You are able to keep yourself organized and manage your time with competing priorities

What Youve Done:

• You have basic experience within or relating to desktop support
• You have intermediate to advanced experience working with Windows 10, MacOS and iOS
• You have successful experience working in a remote workforce environment
• You have a successful ability to work under pressure

Nice to Haves:

• You have basic knowledge of Microsoft 365
• You have been exposed to Freshservice
• Bachelors degree or equivalent work experience (Computer Science, Information Technology, Engineering, or a related technical field).
• Experience CompTia A+, Network+, Security+,
• Experience MCP

Physical Demands & Working Conditions:

• You are in Los Angeles, Tx or surrounding areas
• You can work out of the Los Angeles Headquarters office on a rotating weekly schedule with a teammate.
• You can be on call on a rotating weekly schedule same week as you are in office (Weekdays-6-10pm and Weekends-9-5pm)
• You can work between the hours of 8-6pm (9-5pm in office and 8-6 pm remotely)
• You need to be able to life 50 lbs

Arsenault is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.