IT Support Engineer

Marqeta’s IT Support Specialist provides support and optimization of the productivity of our internal customers in a positively delightful way, and is an exemplary template for junior team members to strive toward. The ideal candidate is passionate about building, improving, and producing awesome results. They should be experienced in Mac, PC, and  Client/SaaS Systems Administration.  

The Impact You'll Have

• Resolve tickets of varied degrees of complexity, collaborating with junior, senior, and lead support engineers. Contribute to problem resolution and ticketing system improvements.
• Perform administration in various systems, such as Identity & Access Management, endpoint management, security, and anti-malware.
• Participate in on-call rotation.
• Own and drive IT projects and deliverables. 
• Set up, configure, and support audio/visual equipment for meetings, presentations, and events.
• Troubleshoot and resolve issues with A/V equipment, including projectors, microphones, speakers, and video conferencing systems.
• Collaborate with the facilities team to ensure optimal setup and functionality of A/V systems in conference rooms and common areas.
• Work closely with Tech, IT Infrastructure, Workplace, and other cross-functional teams on relevant initiatives, problem resolution, and daily operations.
• Maintain the health of the Support ticket queue (e.g., acknowledge and resolve tickets within SLO)
• Frequently exceed customer expectations resulting in consistently high customer satisfaction perception, feedback, and CSAT scores.

Who You Are

• Bachelor’s degree in Computer Information Systems or similar, or relevant equivalent experience.
• Demonstrated experience in support operations, customer service, desktop and end user technology; Cloud/SaaS support, administration, and implementation. Strong understanding of, and experience supporting, corporate IT end user systems, applications, and processes. Functional knowledge of IT infrastructure systems and applications.
• Proficiency in setting up and configuring A/V equipment such as projectors, microphones, speakers, and video conferencing systems.
• Ability to troubleshoot and resolve A/V equipment issues promptly.
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames. Able to meet deliverables and drive work to completion within specified timelines.
• Ability to communicate clearly and effectively with a wide range of individuals from various functional and technical backgrounds.
• Experience with employing business analysis, requirement gathering, technical documentation and process engineering.   
• Strong customer service orientation and ability to work well with diverse internal and external constituents in a team-oriented environment.

Nice-To-Haves

• Certifications or experience in Mac OS, Jamf, Jira, Airwatch, security, Okta, network (e.g., CCNA), ITIL, BetterCloud, 1 or more scripting/programming language, or G-Suite.
• Familiarity with Atlassian tools, Slack, Google Workspace, Okta, Jamf, Workspace One
• Familiarity with the Fintech industry.

Your Manager

• Jameelah Hunter, Director Technical Operations & Strategy 

Recruiter For This Role:

• Agata Wojciechowska 

Typical Process

• Application submission
• Recruiter phone call
• Hiring manager video call
• Virtual “Onsite” consisting of 3 x 45 min calls
• Offer!

Compensation and Benefits

Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. 

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in CAD, is: 43,000 - 57,000.

We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, Marqeta offers:

• Multiple health insurance options
• Flexible time off – take what you need
• Retirement savings program with company contribution
• Equity in a publicly-traded company 
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave