Sr L2 Desktop Support Technician
About The Position
PayPal has been revolutionizing commerce globally for more than 25 years, creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure. PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy, operating a global, two-sided network that connects hundreds of millions of merchants and consumers. The company provides proprietary payment solutions, enabling customers to use their accounts for purchases, payments, transfers, and withdrawals, utilizing various funding sources including bank accounts, PayPal/Venmo balances, credit products, credit/debit cards, cryptocurrencies, or gift cards. PayPal, Venmo, and Xoom products facilitate safer fund transfers between friends and family. For merchants, PayPal offers an end-to-end payments solution with authorization, settlement capabilities, instant fund access, and support for customer connections, exchanges, returns, and risk management, extending global reach while reducing cross-border trade complexity. This role involves completing routine tasks under detailed instructions, supporting the implementation and maintenance of enterprise systems. The technician will collaborate with peers for effective task execution and assist in data management to enhance operational efficiency, focusing on developing process understanding while following standard procedures and guidance from team members. As a Desktop Support Technician, you will provide support to employees at designated locations or remote employees, utilizing the latest technology. The role includes continuing troubleshooting and triage work initiated by the Global Service Desk, as well as assisting employees with walk-up instant help questions. Both tasks require a commitment to timely customer communications and world-class customer service skills. Excellent verbal and written communication skills are crucial for success, both when interacting with technical teams supporting the tools and with end-user customers in business terms. Your dedication to providing walk-up instant help and remote support will significantly improve the employee experience and make a lasting positive impact on how the team interacts with technology daily.
Requirements
- Bachelor’s degree OR Any equivalent combination of education and experience
- 3+ years IT experience
- Proficiency in Apple/iOS and Windows
- Microsoft Windows OS support (advanced)
- Microsoft Office Suite (advanced)
- Microsoft Active Directory and remote-control tools
- Office 365 end-user configuration
- Basic networking — LAN/WAN
- Enterprise chat tools — Slack, Teams
- Conference room and video conferencing support
- Software and hardware troubleshooting
- Strong communication and teamwork skills
Nice To Haves
- Executive Support experience a plus
- Ideally a B.S. in Computer Science, MIS, CIS, IT, or related field
- MCSE or MSTSC, other technical certifications, ITIL certification
Responsibilities
- Assists with work assignments requiring general SaaS and enterprise-wide applications knowledge and limited business expertise
- Executes enterprise systems processes based on specific instructions with limited discretion
- Analyzes the work at hand and makes decisions based on standardized processes and procedures under close supervision
- Requires regular instruction and guidance from more experienced colleagues
- Support employees at a designated location or remote employees with the latest technology
- Continuing the troubleshooting and triage work started by the Global Service Desk
- Help our employees with walk-up instant help questions
- Install, upgrade, troubleshoot, and maintain computers, laptops, printers, and peripherals
- Handle hardware/software support tickets escalated from the global service desk
- Manage asset inventory, spare parts, and track hardware/software
- Deploy and configure OS images and customize desktops to site standards
- Own assigned tickets end-to-end; participate in incident and problem management
- Work with vendors to resolve technical issues
- Train end users on basic software, hardware, and peripherals
- Order equipment and manage shipping/receiving
Benefits
- comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most
- flexible, balanced work culture
- holistic approach to benefits
- generous paid time off
- healthcare coverage for you and your family
- resources to create financial security
- support your mental health
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
5,001-10,000 employees
