Technical Support Administrator
Vor 7 Tagen
About InDebtedInDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt.
Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences - all so we can change the world of consumer debt for good.Founded in Australia, today we're a team of over 300 people living and working around the world.
We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East.
We're a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree.
Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.Summary Description:As the Technical Support Administrator you will be accountable for providing both local and international support to internal staff at all levels of the business.
You will also contribute to the longer-term technical projects, process improvement, and documentation efforts to help InDebted's operations evolve at scale by finding innovative ways to make support more efficient.Duties and Responsibilities: Be the first point of contact for all technical incidents and requests from the businessProvide Level 1 and Level 2 desktop support of Macs, Windows and LinuxInstalling, configuring, and relocating computer hardware and software as requiredRespond to email, IM, and personnel requests for technical support, resolving daily tickets and prioritizing daily activitiesOnboard new team members including ordering and configuring hardware, email setup, application provisioning, training and supportDocument, track and monitor the problem to ensure a timely resolutionBasic user training/educationOwnership of client issues and escalating issues to next level or vendors as appropriateExecute and help maintain documented processes to resolve common issues and maintain inventory informationInstall hardware and software, maintain network operations, and ensure that inquiries and problems concerning networks, computers, peripherals, and services are expeditiously resolvedMaintain a data repository of all network hardware and software.
Identify, research, and resolve technical problemsDocument processes and manage equipment inventoryWorking on cross-functional projects on an adhoc basisContribute to continuous improvement and proactively look for ways to improve our IT setup while maintaining our cloud-first approachExperience and Skills: Must Have:A true passion for all things IT and supporting the business from a technology standpointExcellent interpersonal, communication and people skills to effectively communicate to technical and non-technical staff at all levels of the businessStrong troubleshooting and problem solving abilitiesDetail oriented, ability to multitask, plan and execute multiple concurrent activities and prioritiesKnowledge and experience supporting various SaaS based applications (such as G Suite, Slack, Zoom), video conferencing solutions, and infrastructure technologiesMinimum of 3 years of experience in an end-user support roleBachelor's degree in Computer Science, related technical field, or demonstrate experience across a broad set of technologiesSelf-starter who can handle their own tasks and is excited by the prospect of learning new technologies quicklyExperience and Skills: Nice to Have:Hands-on familiarity with macOS and Apple hardware administrationFamiliarity with the MDM solution JAMF Pro SuiteExperience in administration of both Macs and Windows in an enterprise environment or in a service deskAfter 12 months in the role, you would have achieved the following:Maintained a ticket response time of ((INSERT SLA))Developed an internal IT knowledge base to support with common technical issuesOur benefitsAdaptive working - We're a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibilityFlexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you're able to balance work and lifeFlexible paid leave - Our trust-based leave model isn't capped by standard entitlements.
This means you can choose how much leave you take and when you take it, while balancing business needsRemote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivityWork from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home countryGender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leaveOur benefits packages vary depending on region and role requirements.
Our talent acquisition team will be able to share more during the recruitment process.At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are.
We also believe that bringing diverse individuals together allows us to build better products and a better overall company.
InDebted is an Equal Opportunity Employer. #J-18808-Ljbffr
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