IT Support Specialist - Tier 1 London, England
Job description
What is Invisible?
Website: https://www.invisible.co/
Blog: https://inv.tech/blog
Overview/Sales Deck: https://invtech.docsend.com/view/gxfk496kw62vz5gt
Recorded Demo: https://www.youtube.com/watch?v=NwE4PTqjngo
Core Values: https://www.notion.so/invisibletech/d8add47d17584715a62aa4d46f0270b8?v=187ce27ec02f4bfaa2aed9f3f2c6ad6d
Invisible Technologies helps fast-growing companies scale efficiently by offering them Operations-as-a-Service: a synthesis of automation, human specialization, and strategic consulting.
Our team is made up of 75+ strategic team members who own equity in the company (our "Partners") as well as 1600+ team members who are running our service and core company functions (our "Agents" & "Specialists").
We believe that…
Our Mission is to unlock the creative potential of people and companies; we are the engine that powers innovation.
Our Clients are pioneers of innovation; in industries ranging from AI to insurance to solar, many of our clients are well-known and on the cutting edge of technology and strategy.
Ownership is our guiding value; every partner on the team is the "CEO" of their area - each of us are empowered to jump in and solve the problems in front of us.
Meritocracy creates alignment; the value someone produces should be reflected back in the position of responsibility and compensation that they receive.
Transparency is vital for us to run an entirely remote organization; what one of us knows, all of us should know.
Who are we?
We are the Invisible's IT Team. We solve problems at scale so they never happen again. At our best, we solve problems before they happen. How?
We Believe That
Invisible is a world-changing company and the IT Team is responsible for creating the systems that will launch Invisible into the stratosphere.
What You Will Be Doing
You will be reporting to the Director of IT. The Remote IT Support Specialist (Tier 1) is responsible for providing technical assistance and support related to the Invisible platform and third party systems and basic troubleshooting for user owned machines in a BYOD environment. You will respond to help desk tickets, emails, Slack and other messaging platforms, and video conferencing requests from remote staff members in a timely and professional manner. Other tasks would include working with other members of the IT team in the management and organizing of data in third party systems for many special projects.
You will also be:
- Responding to and resolving technical support tickets or requests from end-users in a timely manner
- 2+ years of relevant cloud [SaaS] or on-premises system administration experience with Windows and Mac devices
- An intermediate to advanced knowledge and troubleshooting for Windows 10/11 & Mac OS
- Assisting setup with VPN, AWS remote workstations, and other 3rd party applications when needed
- Following up on open support tickets with assigned Engineers
- Escalating complex issues to higher-level support teams when necessary
- Documenting all technical support requests and resolutions in a ticketing system
- Handling accounts and access lifecycle management including on-boarding, off-boarding, and team changes
- Working with the Director of IT and IT staff on projects when needed
Who We Want
- Extensive knowledge of Google Workspace, Slack, Zoom, Atlassian, and other popular systems
- Reliable computer hardware and a stable internet connection.
- Ability and willingness to get in the weeds of the Invisible product to provide top notch tech support
- Experience in IT/Helpdesk environments performing remote onboarding/account management and debugging tasks
- Must be able to multitask and set priorities with limited direction
- Patience in working with a good group of people from around the world with all sorts of skill sets and system set ups.
Compensation & Benefits
- 2023: $45,000 per year salary
- We work 100% remotely. Our team is distributed all over the world.
- This is a Full-time Position so we expect you to be available to work 40 hours per week and be available between 12 AM ET to 8 AM ET.
