IT Support Engineer with Thumbtack

Join Thumbtack as they are looking for a IT Support Engineer

Overview

Salary

No salary declared 😔

Location

Remote, Ontario

Expires

Expires at anytime

Full job description

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes — knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right.

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together.

Thumbtack by the Numbers

Available nationwide in every U.S. county
80 million projects started on Thumbtack
10 million 5-star reviews fand counting
Pros earn billions on our platform
1000+ employees
$3.2 billion valuation (June, 2021)

About the IT Team

Our mission statement is to empower Thumbtack to do. IT enables Thumbtack to get things done. We excitedly engage teams, delivering services & support that empower everyone to do the work they love, so our only limitations are our imaginations—not our technology.

About The Role

You will be a customer service and support evangelist, assisting our customers via support tickets, email, and chat. You will work closely with our global Help Desk staff to build and maintain IT documentation and tools, coordinate schedules, manage IT queues, handle escalations and drive IT initiatives. You love building relationships with customers, business partners and IT team members alike. You have a strong background in Mac, hardware, software and network troubleshooting. You must have excellent communications skills, a passion for technology and dedication to providing the best end user experience possible.

Challenge:

Our goal over the next few years is to transform our internal tools and technology to seamlessly support virtual-first work, be a secure public company, better support and drive value for our Pros and Customers, and empower all of Thumbtack with a more streamlined and higher leverage set of tools to get work done. While we have solid people, process, and technology foundations in place to support Thumbtack today, we need to have a more unified internal tools vision, and proactively innovate and scale our tools and technology for Thumbtack to grow successfully tomorrow, and beyond. In particular, we want to uplevel and streamline tools and processes across the organization to create an operational powerhouse and be a value-added solutions provider delivering world-class virtual first support to all Thumbtack employees.

Responsibilities

Provide support at our IT Help Desk during business hours and perform hardware repairs, upgrades and migrations
Resolve problems in a timely manner or escalate on behalf of customers to senior technical staff
Handle system access and maintain user accounts, passwords, data integrity & security
Participate in inventory, purchasing and asset management to support the Help Desk

What you’ll need

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

2-3 years experience in IT Support or IT Operations in a professional environment
Experience with support ticket management and tracking; Jira Service Management and extensive technical knowledge of Mac OS, Windows, iOS and Android
Experience with Google Workspace (Gmail, GCal, GDocs, etc) and knowledge of endpoint management tools and practices (JAMF, Microsoft Endpoint Manager)
Familiar with common access/authentication systems and tools (Okta)
Ability to be on-call and work outside of business hours during urgent or maintenance situations
Some heavy lifting required

Bonus points if you have

Experience with the following systems - Jira Service Management, G Suite for Business, Okta, Office 365, Zoom, Slack, Jira, Confluence, Azure AD, Microsoft Intune
Knowledge of video conferencing solutions and support
Network fundamentals and support experience (WiFi, VPN, printing)
IT related degree or relevant certifications
Experience working as a member of a multi-office IT team

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here.

#LI-Remote

Benefits & Perks

Virtual-first working model coupled with in-person events
20 company-wide holidays including a week-long end-of-year company shutdown
Libraries (optional use collaboration & connection hubs)in San Francisco and Salt Lake City
WiFi reimbursements
Cell phone reimbursements (North America)
Employee Assistance Program for mental health and well-being

Learn More About Us

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email removed - click apply for more details].

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .