IT Support Specialist - Contractor

The Opportunity: 

 6sense is looking for an IT Support Specialist - Contractor who is passionate about providing amazing customer experience while delivering outstanding technical support. You will be a customer service and support all-star player, working in a hybrid model while assisting our customers in the office via in-person walkup, support tickets, email, or chat as needed and remotely from home. You love building relationships, both with customers/business partners, and IT team members alike. You are passionate about IT end-user support and have a background in Mac/Windows software and hardware with provisioning/troubleshooting skills. Are hungry and self-motivated to learn enterprise IT from the ground up.

What we’re looking for:

• 2+ years experience in IT Support professional environment
• Some experience with support ticket management and tracking
• Strong customer service, problem solving, and teamwork abilities
• Outstanding written/verbal communication and interpersonal skills
• Basic knowledge of Mac OS, iOS, and Android (ACMT preferred)
• Basic knowledge of Windows 10
• Network fundamentals (laptop connectivity, VPN, printing)
• Familiar with Microsoft Office 365 Suite, Gsuite, IM systems and SSO 
• Basic knowledge of audio/video troubleshooting and support
• Ability to participate in a support schedule that may include after-hours and weekend support. The expectation is to work in a hybrid in-office model. 
• Experience in providing technical support, and a love for solving problems.
• A high level of professionalism and passion for customer service.
• A focus on the details, including maintaining and updating IT documentation and procedures.
• An appreciation of the importance of asset inventory and how to maintain an organized Support team.
• A love of standardization and an understanding that consistency and adherence to best practices will help any organization scale.
• An understanding of Security awareness when guarding 6sense data.

In this role, you will:

• Provide support remotely and in the office during normal business hours. Hybrid work model based in theater offices, we require 3 business days in the office and attendance to all company-wide events, off-sites, FKO, etc.
• Build and configure new hire laptops 
• Process returned assets and prepare them for reuse/e-waste
• Handle termination collections (full life cycle)
• Provision and track loaner systems with global asset management tool
• Work with employees to perform computer upgrades and migrations
• Provide first-tier 1 support for AV issues 
• Provide support for large global meetings and events
• Provide tier 1 basic troubleshooting and root cause analysis 
• Manage ticket queue and all team slack channels
• Maintain and create documentation/SOP
• Work with multiple cross-functional business partners
• Provide VIP services for our Executive Staff/Board
• Some heavy lifting is required