IT Support Engineer

Job Overview

We're seeking a Tier 1 Support Engineer to join the MXC CorpTech Services team at Stripe. As an IT Support Engineer, you will provide in-person, thoughtful, and individualized support for all Stripes.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries via in-person, email, Slack, or ticketing system.
• Offer in-person IT HelpDesk assistance to Stripe employees, contingent workers, and vendors.
• Guide customers through problem-solving processes and follow up to ensure issues have been resolved.
• Run diagnostic programs to resolve problems and troubleshoot IT scripts, systems, or automation.
• Support and maintain critical SaaS tools such as Google Workspace, Slack, Zoom, JIRA, Confluence, etc.
• Troubleshoot Stripe-provided hardware including macOS, Chrome OS, iOS, and peripherals.
• Facilitate the provisioning of Stripe laptops for new hire on-boarding and fleet upgrades.
• Assist with new hire onboarding and training curriculum.
• Update and maintain detailed external and internal IT documentation.
• Onboard and support third-party vendors and/or contractors.
• Contribute to shared global IT off-boarding tasks and responsibilities.
• Maintain and provide technical assistance with all office technology, including printers, Zoom Rooms, room schedulers, and more.
• Own IT asset management and ensure accurate and actionable records are kept of required equipment.
• Promote best practices as established by IT and escalate inquiries as necessary to the IT Systems and Infrastructure team.
• Create and update technology documentation for internal IT teams and for Scale employees.
• Participate in on-call rotations as required by the business.

Requirements

• 2+ years of experience in IT HelpDesk.
• Strong working knowledge of Apple systems and software.
• Strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, or similar cloud providers.
• Strong working knowledge of Atlassian systems (JIRA and Confluence).
• Understanding of script execution and troubleshooting (e.g., Ruby, Bash, Python).
• Working knowledge of imaging/endpoint management tools (DEP, Munki, Chef, JAMF).
• Ability to independently manage and prioritize workload and projects.
• Outstanding interpersonal and communication skills.
• Empathetic, humble, and strong focus on customer service.