IT Support Engineer

The opportunity:

We are seeking an IT Support Engineer who is passionate about providing an amazing customer experience while delivering outstanding technical support to Flexport employees. Our team works cross-functionally with our partners in IT System Engineering, Security, People Operations, Workplace, and other teams to coordinate work, handle tickets, and resolve issues. We onboard new employees, provision new hardware, provide hands-on support, and adhere to security standards for all Flexport employees globally. Ultimately, we are responsible for supporting Flexport's enterprise technology around the world, in over 12 offices in 6 different countries.

You will:

• Assist Flexport employees via in-person walk-up, support ticket, email, or chat as needed.
• Document support and operations processes.
• Be passionate about technology, have an excellent background in macOS, Windows OS, software, hardware, network, troubleshooting, and be eager to learn and grow in an Enterprise IT environment.
• Maintain accurate Asset Management records.
• Design and execute projects to improve systems and operations.
• Be willing to travel to the Hanoi office (approximately 20% will be required).

You should have:

• A strong service-oriented mentality is a must. Excellent communication/interpersonal skills, ability, and willingness to learn and cross-train with other IT team members are required.
• Experience in providing technical support in an Enterprise environment and a love for solving problems with a high level of professionalism and passion for customer service.
• Comfort in working with and supporting all levels of an organization, up to and including company executives.
• Enthusiasm and desire to learn and continuously develop your technical skills with an appreciation for details, including maintaining and updating IT documentation and procedures.
• Extensive experience in documenting the status of cases and providing updates to customers, the global IT team, and leadership, with an understanding of the importance of inventory management, the asset lifecycle, and how to maintain an organized help desk.
• Past experience being part of both a global and local team and a love of standardization and an understanding that consistency and adherence to best practices will help any organization scale.

You will need:

• Minimum 3 years of experience in IT Support in a professional environment.
• Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
• Strong customer service, problem-solving, and teamwork abilities.
• Good verbal and written communication skills.
• Extensive technical knowledge of macOS, Windows 10/11, and network fundamentals.
• Experience administering GSuite for Enterprise (Gmail, GCal, GDocs, etc.).
• Experience with troubleshooting network issues in a corporate network environment.
• Experience with video conferencing solutions and support.
• A positive, service-oriented attitude; needs to be a problem solver.
• Some heavy lifting required.

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