Technical Support Administrator

About InDebted

InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

Summary Description:

As the Technical Support Administrator you will be accountable for providing both local and international support to internal staff at all levels of the business. You will also contribute to the longer-term technical projects, process improvement, and documentation efforts to help InDebted's operations evolve at scale by finding innovative ways to make support more efficient.

Duties and Responsibilities:

• Be the first point of contact for all technical incidents and requests from the business
• Provide Level 1 and Level 2 desktop support of Macs, Windows and Linux
• Installing, configuring, and relocating computer hardware and software as required
• Respond to email, IM, and personnel requests for technical support, resolving daily tickets and prioritizing daily activities (Helpdesk
• Onboard new team members including ordering and configuring hardware, email setup, application provisioning, training and support
• Document, track and monitor the problem to ensure a timely resolution
• Basic user training/education
• Ownership of client issues and escalating issues to next level or vendors as appropriate
• Execute and help maintain documented processes to resolve common issues and maintain inventory information
• Install hardware and software, maintain network operations, and ensure that inquiries and problems concerning networks, computers, peripherals, and services are expeditiously resolved
• Maintain a data repository of all network hardware and software. Identify, research, and resolve technical problems
• Document processes and manages equipment inventory
• Working on cross-functional projects on an adhoc basis
• Contribute to continuous improvement and proactively look for ways to improve our IT setup while maintaining our cloud-first approach

Experience and Skills: Must Have:

• A true passion for all things IT and supporting the business from a technology standpoint
• Excellent interpersonal, communication and people skills to effectively communicate to technical and non-technical staff at all levels of the business
• Strong troubleshooting and problem solving abilities
• Detail oriented, ability to multitask, plan and execute multiple concurrent activities and priorities
• Knowledge and experience supporting various SaaS based applications (such as G Suite, Slack, Zoom), video conferencing solutions, and infrastructure technologies
• Minimum of 3 years of experience in an end-user support role
• Bachelor's degree in Computer Science, related technical field, or demonstrate experience across a broad set of technologies
• Self-starter who can handle their own tasks and is excited by the prospect of learning new technologies quickly

Experience and Skills: Nice to Have:

• Hands-on familiarity with macOS and Apple hardware administration
• Familiarity with the MDM solution JAMF Pro Suite
• Experience in administration of both Macs and Windows in an enterprise environment or in a service desk

After 12 months in the role, you would have achieved the following:

• Maintained a ticket response time of [[INSERT SLA]]
• Developed an internal IT knowledge base to support with common issues technical issues

Our benefits

Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility

Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life

Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs

Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country

Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave

Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.