[Hiring] Support Engineer @vivi.io

Role Description

The Support Engineer is responsible for Vivi’s IT Operations and Product Support in the US & EMEA region. Reporting into the Director, this role will focus on delivering Technical Support for the Vivi product to our customers mainly in the US as we continue to expand in this region. Some of the daily activities in this space will include:

• Responding to customer’s support requests via Jira Service Desk tickets
• Setting up online meetings
• Taking phone calls
• Testing, troubleshooting, and replicating issues prior to escalating to the Australian based Engineering team

You will also be the main point of contact for internal day-to-day activities such as:

• Email, file share, desktop, software/hardware, system access requests
• User onboarding/offboarding
• End user training

This role will work closely with a global technical team which includes Software Engineers, Product Managers, Sales Engineers. You will be expected to gain a broad knowledge of the Vivi product suite to become a go-to person for product and process knowledge and solving problems. You will also play a valuable part in building the Support function (internally & externally) and its processes as Vivi expands globally.

Responsibilities

• Collaborate with fellow Support Engineers and the Support Team Leader, sharing knowledge and best practice
• Escalate complex or unresolved issues to the Support Team Leader and Engineering, following correct escalation procedures
• Provide technical support to all Vivi stakeholders with the priority being 1st - 2nd level to Vivi customers & 1st - 3rd level to internal staff
• Manage and resolve incoming requests and incidents in Jira Service Desk within SLA’s
• Become an SME on the Vivi product for the US region
• Understand network concepts & terminology and be able to diagnose and troubleshoot issues on customer networks
• Provide superior support of the Vivi application across Mac, Windows & Android as well as supporting Vivi’s hardware
• Manage user access and account provisioning for various SaaS applications
• Support and troubleshoot desktop/hardware/mobile issues across Mac and Windows platforms
• Contribute to implementing modern technologies/tools/processes to improve efficiency and workflows globally
• Contribute to planning/brainstorming new features or iterations of the IT support/service desk
• Support onboarding and offboarding of Vivi employees
• Assist with end user training and enabling stakeholders to self-serve
• Create documentation for internal and external stakeholders
• Deliver on BAU and prioritised project initiatives in line with Vivi’s OKR’s and the Support Teams initiatives and business priorities
• Occasional travel required

Experience

• Minimum of 3+ years’ experience in a technical support role with a good understanding of networking technologies
• Demonstrate a high level of attention to detail in all areas of IT support
• Ability to work autonomously to prioritise, multi-task and work in a fast-moving environment
• Well-developed interpersonal and communication skills with strong customer service focus
• Strong problem analysis and problem-solving skills
• Strong understanding and experience supporting Apple, Windows & Android environments
• Broad understanding of common desktop applications, systems administration and cloud technology

Required Skills

• Experience working in O365 & Azure AD
• Atlassian Suite (Jira Service Desk and Confluence)
• Diagnosing & troubleshooting networking issues across ethernet and Wi-Fi

Highly Desirable Skills

• Certifications: ITIL, CCNA, AWS, CompTIA
• Prior experience within SaaS or EdTech environments
• Agile ways of working
• Exposure to Cyber Security and best practices
• Exposure to AWS
• Scripting, automation & PowerShell
• Vendor Management experience
• Asset management
• MDM experience (and rolling it out) – Intune/Autopilot and JAMF