Systems Support Engineer

About the Role

We are seeking an IT Support Engineer able to contribute towards Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.

 

What You'll Do

The IT Support Specialist will help 

• Identify AND remediate IT trends impacting end-users device performance.
• Develop corrective and preventative actions to minimize user downtime.
• Develop remediations using scripting and other methods.
• Design, install, configure and maintain a comprehensive IT infrastructure with a focus on Microsoft Windows.
• Participate in incident management and assist with scoping and remediation efforts.
• Investigate, diagnose and resolve hardware and network issues.
• Manage, troubleshoot and provide solutions for a wide range of technical issues impacting users in person and remotely.
• Identify and escalate trends, bugs and other system errors to Escalation, IT Engineering and Security teams.
• Build and maintain document library, knowledge base articles.
• Provide internal training and address knowledge gaps.
• Troubleshoot end-user reported issues using DEX platform and identify root causes.
• Create detection methods to reliably diagnose IT issues via key metrics.
• Create IT health reports on a per department basis.
• Develop integrations and automations using API.

What We Look For

• Advanced Experience with Windows operating systems, and hardware troubleshooting.
• Strong expertise with powershell, bash, python or other scripting languages.
• Excellent customer service skills with the ability to work quickly and effectively.
• Experience with Call Center technologies & Network troubleshooting.
• Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)
• Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.
• Excellent written and verbal communications skills.
• Proven ability to work successfully with limited supervision.
• Ability to consult and develop comprehensive project plans, timelines.

Nice to Haves:

• Strong experience with Query languages and supporting platforms like Datadog.
• Previous experience with DEX platforms such as Nexthink.
• Advance Experience with remote and onsite network troubleshooting (focus on VOIP Technologies preferred) 
• Experience with APIs and webhooks, including development of custom JSON payloads.

#LI-AW1

About the Role

We are seeking an IT Support Engineer able to contribute towards Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.

 

What You'll Do

The IT Support Specialist will help 

• Identify AND remediate IT trends impacting end-users device performance.
• Develop corrective and preventative actions to minimize user downtime.
• Develop remediations using scripting and other methods.
• Design, install, configure and maintain a comprehensive IT infrastructure with a focus on Microsoft Windows.
• Participate in incident management and assist with scoping and remediation efforts.
• Investigate, diagnose and resolve hardware and network issues.
• Manage, troubleshoot and provide solutions for a wide range of technical issues impacting users in person and remotely.
• Identify and escalate trends, bugs and other system errors to Escalation, IT Engineering and Security teams.
• Build and maintain document library, knowledge base articles.
• Provide internal training and address knowledge gaps.
• Troubleshoot end-user reported issues using DEX platform and identify root causes.
• Create detection methods to reliably diagnose IT issues via key metrics.
• Create IT health reports on a per department basis.
• Develop integrations and automations using API.

What We Look For

• Advanced Experience with Windows operating systems, and hardware troubleshooting.
• Strong expertise with powershell, bash, python or other scripting languages.
• Excellent customer service skills with the ability to work quickly and effectively.
• Experience with Call Center technologies & Network troubleshooting.
• Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)
• Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.
• Excellent written and verbal communications skills.
• Proven ability to work successfully with limited supervision.
• Ability to consult and develop comprehensive project plans, timelines.

Nice to Haves:

• Strong experience with Query languages and supporting platforms like Datadog.
• Previous experience with DEX platforms such as Nexthink.
• Advance Experience with remote and onsite network troubleshooting (focus on VOIP Technologies preferred) 
• Experience with APIs and webhooks, including development of custom JSON payloads.

#LI-AW1