IT Support Engineer

Stripe•Toronto, ON

47d•Onsite

About The Position

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 a strategic support partner to all Stripes, in office and remote. We ensure the successful operation of new hires, account off-boards and critical business systems with a global team. We’re looking for a Tier 1 Support Engineer to join the AMER CorpTech Services team to provide in-person, 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. You’ll be responsible for providing technical assistance and support related to computer systems, hardware, and software. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. In-person support is required as well as setting up desks and managing/auditing peripherals.

Requirements

Possess 2+ years of experience in IT HelpDesk experience
Possess strong working knowledge of Apple systems and software
Possess strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, or similar cloud providers
Possess strong working knowledge of Atlassian systems (JIRA and Confluence)
Possess understanding of script execution and troubleshooting (ex: Ruby, Bash, Python)
Possess working knowledge of imaging/endpoint management tools (DEP, Munki, Chef, JAMF)
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

Responsibilities

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person, email, Slack or ticketing system.
Provide in-person IT HelpDesk assistance to Stripe employees, contingent workers, and vendors.
Walk customers through problem-solving processes and follow up to ensure issues have been resolved.
Run diagnostic programs to resolve problems as well as troubleshoot IT scripts, systems, or automation
Support and maintain critical SaaS tools (Google Workspace, Slack, Zoom, JIRA, Confluence, etc.)
Troubleshoot Stripe-provided hardware (macOS, Chrome OS, iOS, 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 (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.