SquareTrade
Desktop Support Lead
SquareTrade, Brisbane, California, United States, 94005
Company Description
SquareTrade is the fastest growing company of its kind. We're revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews... and we're just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.
Job Description
Responsibilities of the RoleProvide primary response for user requests to the Help DeskParticipate in Ticket Reviews and assign applicable workSupervise a team of desktop support agents, offering guidance and support during their shiftEnsure the support team adheres to established SLAs, quality standards, and best practices.Follow procedures and guidelines (including documentation) for the Help Desk operationsMonitor and inform users on status of their support issuesPerform Setup and deployment of end-user hardware and softwareLead initiatives to improve support processes, tools, and metrics.Investigate and research solutions for hardware and software problems that ariseTroubleshoot technical difficulty with PC hardware and software issues, Internet, network applications, configurations, and peripheral equipmentAdd/change users and/or permissions and rights in Active DirectoryManage mobile device management systems and enrollment of devicesParticipate in an On-Call rotation with the Helpdesk Emergency Line for 1 week every 8 weeksQualifications
A strong record of rolling up sleeves and tactical execution.Associate degree, technical certification, or equivalent work experience5+ years of experience in a technical support role, with 2 years of experience in a Senior or Lead role.Experience with technology, tools, applications, databases, and Internet technologyWorking knowledge of Microsoft Active Directory Users and computersExperience with MacOS and Apple devicesExcellent customer service skillsAdditional Information
At SquareTrade you will have access to:
Robust medical, dental and vision coverage with generous employer contributions tailored for our diverse workforceInclusive fertility care plan5% company match into 401(k)Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources$75 monthly allowance to support self-care and well-beingCareer experience programs, tuition reimbursement and unlimited access to online courses to support your professional growthSupportive leave policies including paid parental, grieving and loss, and domestic violence protected leavesFlexible paid time off plus a generous holiday schedulePaid volunteer time to give back to the communityHybrid work arrangements$80 monthly internet connectivity stipendReimbursement for in-home office setupVarious corporate perks and discounts
(California Only) Pursuant to applicable law, SquareTrade estimates the possible base compensation for this role, if hired in California, to be within the following range: $32.00-$40.00 per hour.
SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.
The Team: http://www.squaretrade.com/leadership
Thank you for your interest in a career at SquareTrade. Throughout your job search, please be mindful of recruitment fraud.
SquareTrade is the fastest growing company of its kind. We're revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews... and we're just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.
Job Description
Responsibilities of the RoleProvide primary response for user requests to the Help DeskParticipate in Ticket Reviews and assign applicable workSupervise a team of desktop support agents, offering guidance and support during their shiftEnsure the support team adheres to established SLAs, quality standards, and best practices.Follow procedures and guidelines (including documentation) for the Help Desk operationsMonitor and inform users on status of their support issuesPerform Setup and deployment of end-user hardware and softwareLead initiatives to improve support processes, tools, and metrics.Investigate and research solutions for hardware and software problems that ariseTroubleshoot technical difficulty with PC hardware and software issues, Internet, network applications, configurations, and peripheral equipmentAdd/change users and/or permissions and rights in Active DirectoryManage mobile device management systems and enrollment of devicesParticipate in an On-Call rotation with the Helpdesk Emergency Line for 1 week every 8 weeksQualifications
A strong record of rolling up sleeves and tactical execution.Associate degree, technical certification, or equivalent work experience5+ years of experience in a technical support role, with 2 years of experience in a Senior or Lead role.Experience with technology, tools, applications, databases, and Internet technologyWorking knowledge of Microsoft Active Directory Users and computersExperience with MacOS and Apple devicesExcellent customer service skillsAdditional Information
At SquareTrade you will have access to:
Robust medical, dental and vision coverage with generous employer contributions tailored for our diverse workforceInclusive fertility care plan5% company match into 401(k)Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources$75 monthly allowance to support self-care and well-beingCareer experience programs, tuition reimbursement and unlimited access to online courses to support your professional growthSupportive leave policies including paid parental, grieving and loss, and domestic violence protected leavesFlexible paid time off plus a generous holiday schedulePaid volunteer time to give back to the communityHybrid work arrangements$80 monthly internet connectivity stipendReimbursement for in-home office setupVarious corporate perks and discounts
(California Only) Pursuant to applicable law, SquareTrade estimates the possible base compensation for this role, if hired in California, to be within the following range: $32.00-$40.00 per hour.
SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.
The Team: http://www.squaretrade.com/leadership
Thank you for your interest in a career at SquareTrade. Throughout your job search, please be mindful of recruitment fraud.