Senior IT Support Engineer, Snoo Operations & Support (SOS)

Reddit•Chicago, IL

31d•Onsite

About The Position

Reddit is a community of communities. It’s built on shared interests, passion, and trust and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 101M+ daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit redditinc.com. Our mission is to bring community and belonging to everyone in the world. Reddit is a community of communities where people can dive into anything through experiences built around their interests, hobbies, and passions. With more than 50 million people visiting 100,000+ communities daily, it is home to the most open and authentic conversations on the internet. From pets to parenting, skincare to stocks, there’s a community for everybody on Reddit. For more information, visit redditinc.com. The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, Snoo Operations & Support (SSO), to help drive and scale our support team. Supporting the Central and West regions of the United States and some Asia Pacific regions, this role is expected to be on-site at our Chicago office at least 4 days a week to support office helpdesk experience, frequent events, AV support and for special events as needed. Our team works cross-functionally with our partners in CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams to coordinate work, handle ticket escalations, and resolve issues. We on-board new employees, provision hardware, and provide hands-on or remote support for all Reddit employees worldwide. You will be a hands-on technical leader, working with the team and assisting our customers via in-person walkup, support tickets, email, and chat. You will help lead day-to-day end user support end-users for the office while working closely with the greater team to: build and maintain support documentation and tools, coordinate schedules, administer queues, act as a final escalation for critical issues. You have an excellent background in Mac software and hardware troubleshooting. You are passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team.

Requirements

You are seen as leader on the team who is hardworking, learns quickly, and thrives in a fast-paced environment
You have 3+ years of experience in end-user support operations, including mentoring junior staff
You have exceptional Mac troubleshooting skills
You have a strong foundation in troubleshooting theories and component isolation methodology
You are fantastic at providing technical support and love solving problems
You are constantly learning and strive to maintain domain expertise in most CorpEng-supported systems
You excel at identifying and resolving systemic issues within the team and across the organization
You understand the importance of asset inventory and how to maintain an organized help desk
You are a good communicator with a personable demeanor and a positive attitude. You can read between the lines to understand business needs and prioritize your work accordingly.
You evangelize standardization and understand that consistency and an adherence to methodologies are key to helping any organization scale
You excel at documenting issues and providing updates to management, the team, and end users
You are a team player with a solid commitment to customer service, enjoy technology, and have an aptitude for problem-solving.
3-5 years experience in IT Operations or IT Support in a professional environment
2+ years of mentorship experience to junior team members
Experience leading support ticket management and tracking
Strong customer service, problem-solving and teamwork abilities
Google Workspace for enterprise experience
Knowledge of audio/video conferencing solutions and support
Experience with Information Technology and Security best practices
Excellent oral and written communication skills and customer service
Experience communicating with vendors to manage expectations and relationships
Ability to plan, drive, and support multiple, concurrent projects and initiatives
Ability to participate in an on-call rotation that includes after hours and weekend support

Nice To Haves

Experience supporting a company’s IT with little or no oversight
Experience with Identity Providers/SAML (Okta, OneLogin, Sailpoint, etc.)
Previous experience in a rapidly growing startup environment
Experience managing vendor relationships
Experience with audio engineering principles and support

Responsibilities

Troubleshoot hardware and applications and provide technical support and problem-solving.
Provide timely resolution of problems and act as senior escalation point for team and customers to management
Work cross-functionally and advocate for team across all functional groups and organization levels
Support security standards (endpoint protection software, firewall, patching, multi-factor authentication, access)
Maintain user accounts, passwords, data integrity, system access & security within policy
Help manage relationships with local vendors, subcontractors and 3rd party providers
Assist with inventory management to support operations
Independently drive multiple end user operations projects and deliverables for the team
Participate in evaluating, recruiting, hiring, and mentoring team members
Work with management to set team goals, lead staff to achieve results and be accountable for team performance