🦸🏻 Technical Support Specialist

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can: Write Your Career Story. Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career. Experience Global Impact and Global Connection. At ShipBob we benefit from diverse cultures and perspectives in service of the global community. Grow With An Ownership Mindset. We believe that great innovation comes from great transparency. We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities. Title: Technical Support Specialist Location: India- Remote Role Description: The Technical Support specialist will ensure service levels, support quality, and customer satisfaction targets while being a key driver for End User Support, IT operations, Incident management. This role employs, maintains, and improves standardized procedures and policies for technical support. The Technical Support Administrator III meets service level objectives and agreements and monitors metrics and service level indicators to ensure compliance. This role is responsible for taking ownership of problems, proposing solutions, and owning the resolution or ensuring clear hand-off to the right owner. What you’ll do: Serve as the escalation point for issues that are unable to be resolved by 1st tier IT support. Identifies, investigates, and resolves users problems with desktop, laptop, mobile device, cloud, and enterprise software, hardware, and networks.Provide support for Windows desktops\laptops, MacBooks, printers, peripherals, networking infrastructure and other computer related devices. Manage IAM ( Entra ID) in enterprise environment. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents in Jira Service Management. Work with 3rd party service providers to resolve issues as needed. Provide guidance and best practices regarding technologies pertaining to end user computing in a remote first, cloud first environment. Write Knowledge Base articles, FAQs, help manuals, how-to guides, troubleshooting documentation in confluence knowledge base. Produces and disseminates training materials for users. SLA monitoring and review meetings. Ensure consistent process implementation across the team through regular communication. Additional duties and responsibilities as necessary. What you’ll bring to the table: Minimum bachelor’s degree in computer science or a related field. Proficient in both written and spoken communication, with prior exposure to working with users worldwide is advantageous. 2-4 years of IT End user support experience along with system administration preferred. Understanding of Information Technologies (Cloud/Azure, Windows OS, MAC OS, Office 365 environment, Network technologies). Intune / Mosyle / MDM platforms. Experience in configuring, managing, troubleshooting Windows / Mac endpoints. Hands on experience in IT ServiceDesk ticket management line JSM, ServiceNow, BMC remedy. Availability for on-call escalation support including weekends and holidays. Experience working in a hybrid environment of remote & onsite support. Reports to: Manager, Information Technology Perks & Benefits: Medical, Term & Accidental Insurance All Purpose Leave (casual & sick time): 12 days Earned Leave: 15 days Public Holiday: 12 days Generous Maternity & Paternity Leave Quarterly Wellness Day Work From Home Allowance Referral Bonus Program Fun Culture >>> Check us out on Instagram (@lifeatshipbob) We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions. About You: At ShipBob, we’re looking to bring on board people who embody our core values: Be Mission-Driven. We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day. Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door. Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved. Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution. Be Safety Minded. It’s not just talk; it’s the way you work. About Us: ShipBob is a cloud-based logistics platform that partners with thousands of e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver a best in class experience to their customers. As one of the fastest growing tech companies in Chicago backed by blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the best fulfillment technology in the industry. ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.