IT Support Engineer Tier2

Stripe

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Corporate Technology (CorpTech) Services team is Stripe’s strategic support partner. We ensure the successful operation of new hires, account off-boards and critical business systems with a global team.

We are looking for a Tier 2 Support Engineer to join the AMER CorpTech Services team to provide thoughtful and individualized support for all Stripes. Stripe is looking for individuals who can work in a fast paced environment and work autonomously to deliver team oriented results. 

What you’ll do

You’ll be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. In-person support is required as well as supporting and covering for Tier 1 Support as needed.   

Responsibilities

  • On-site support in our New York office
  • Vendor management, ordering of equipment ( hardware and peripherals)
  • Interfacing with 3rd Parties to resolve support issues
  • MDM Software
  • Remote Access, VPN & VDI
  • Basic networking fundamentals
  • Jira and/or ServiceNow Ticketing System
  • Video Conferencing, ideally using Zoom Technology
  • Cloud and on-premise bespoke application support
  • Lead the IT knowledge management effort to maintain the self-service knowledge base for the entire internal user community
  • Provide training and communications, both written and verbally to VIPs and assist with developing training materials and written communications.
  • Take point on IT support for C-Level, VIPs and their executive assistants both remotely and in person
  • Respond to tickets escalated from Tier I
  • Analyze and identify trends in issues
  • Work closely with Problem Management team to identify and triage Problems

Who you are

You have the ability to take initiative on tickets and contribute to project design and implementation. You are skilled at writing, updating and maintaining technical documentation and sending directed communications. You are comfortable working as an individual contributor on a global team that is driving towards a common goal. You will best succeed in this role by leading on things you are passionate about while supporting others in their passion. 

You love problem solving and collaborating with others to provide world class support. Being the best fit for this position means you are both humble and confident. You strive towards excellence but understand your limitations and don’t hesitate to ask for help when needed. 

Minimum requirements

  • 4+ years of experience in IT HelpDesk experience 
  • Strong working knowledge of Apple systems and software 
  • Strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, Dropbox, or similar cloud providers
  • Strong working knowledge of Atlassian systems (JIRA and Confluence)
  • Understanding of script execution and troubleshooting (ex: Ruby, Bash, Python)
  • Working knowledge of imaging/endpoint management tools (DEP, Munki, Chef, JSS)
  • Able to independently manage and prioritize workload and projects
  • Possess outstanding interpersonal and communication skills
  • Is empathetic, humble, and possess a strong focus on customer service