Technical Support Engineer (Career Return Program)

About the job

The Tech Support Engineer position is part of the Career Returner Program. During the six-month program, you will work on professional tasks tailored to your skills and interests and learn from our experienced team in the Technology and Operations department. At the end of the program, there is the possibility of obtaining a permanent position within the organization.

Tasks

The role involves providing technical support to ensure the stability and smooth operation of systems throughout the company. This includes:

• 1st and 2nd line troubleshooting and resolution of issues related to Windows, macOS, VDI, and mobile devices
• Activation as an escalation point and bridge between tech support and other engineering teams
• Developing, documenting, and implementing new processes, workarounds, and automation tools to improve team efficiency and reduce recurring issues
• Collaboration on projects and non-BAU tasks, including allocations and VIP support
• Provision of on-call support on weekends and holidays as needed

Requirements

We are looking for candidates who:

• Have had a career break of at least 24 months (as of April 2024) and have relevant experience in IT and/or 2nd-line tech support
• Experience in a fast-paced, technical support environment with a strong focus on user experience
• Have strong analytical thinking skills with a focus on root cause analysis and solving complex problems.
• Professional in the provision and support of Windows, macOS, iOS, Apple, and Android devices in a modern environment
• Have a solid understanding of networking fundamentals and experience troubleshooting network problems.
• Experience with IT information tools (e.g., Power Automator) and scripting languages (e.g., PowerShell, Python)

We offer

We offer a comprehensive benefits package, including:

• Complementary vacation entitlements
• Pension/Visa, life, and long-term disability insurance
• group health insurance
• Improved parental leave and long-term leave
• Flexible working arrangements
• Private health insurance, discounted gym memberships, and pet insurance (depending on location)