What are the responsibilities and job description for the Information Technology Support Engineer position at Backbase?
You are the face and front line of ICT. You will take ownership of customer issues (Level I) reported through the ICT Service Desk and see problems through to resolution. Your goals there are to:
- Prioritize and respond to urgent issues while tracking and resolving tickets in a timely manner
- Work daily with tools such as Google Workspace, the Atlassian stack (Jira & Confluence), Slack, Entra/Azure, and MDM solutions like Jamf and Endpoint (Intune)
- Support in-office users by troubleshooting and resolving Meraki-based network issues
- Keep the ticket queue up to date
- Effectively manage one-to-one user interactions
- To help achieve that, you’ll research, diagnose, troubleshoot, collaborate with colleagues and identify solutions for all raised issues. You’ll follow standard procedures for proper explanation, escalation and communication of unresolved issues to the appropriate internal teams and issue stakeholders.
- You’ll work closely with HR to support the hugely successful onboarding process as well as off-boarding.
- You’ll manage and track ICT inventory, most importantly making sure we know exactly what is available. You’ll be involved in the purchasing lifecycle of equipment to add new stock to the inventory.
- You’re encouraged to bring new and wild ideas to the table when it comes to improving all things ICT.
Minimum of 3 years of experience in a similar role
• Evidence of tech support level of technical knowledge and troubleshooting ability
• A professional recognition in a relevant discipline, and/or industry-recognized certifications (e.g. CompTIA A ), and/or equivalent experience are a plus
• You have a basic understanding of TCP/IP networking, proxies, SSL, LDAP
• Fluent English language, written and spoken
• Excellent Communication skills
• Basic knowledge of Apple operating systems including mobile devices
• Basic knowledge of MacOS laptop troubleshooting, printers, IP phones and meeting room equipment
Most importantly, you’ll have fun working at Backbase!
Salary : $70,000 - $87,000