Do you want to be a part of a collaborative team for a growing eCommerce company? We are looking to grow our IT Support Team by bringing on talented, motivated individuals looking for a broad scope of technical support. This role will be 100% onsite at our facility in Mississauga (Toronto), ON. Our Help Desk Engineers play a critical role in providing direct technical assistance to Wayfair’s employee user base via in-person, email, and ticket support while maintaining a persistent point of contact between business and technology staff. This team also plays a crucial role in handling and resolving complex technical issues in the areas of product functionality, architecture, and defect correction by achieving proficiency across Wayfair’s expansive internal software toolset and swiftly and seamlessly transitioning issues to Infrastructure and Software engineering support when applicable.
Responsibilities:
Provide support to Wayfair employees for all IT-related concerns and technologies
Respond to tickets escalated from tier I and tier 3
Successfully manage assigned tickets ensuring proper recording, documentation, and closure
Diagnose and troubleshoot complex software/hardware issues and provide appropriate solution
Prioritize and evaluate a variety of technical issues
Recommend procedure/workflow modifications or improvements
Create/update knowledge articles as new issues/fixes arise
Triage, resolve or escalate issues to appropriate teams
Provide white glove support to Wayfair’s executive team
Provide knowledge transfer/trainings to tier 1 via written and verbal communication
Analyze and identify trends in issues
Work closely with Problem Management team to identify and triage Problems
Qualifications/Skills:
Experience with endpoint management solutions (JAMF, AD, SCCM, Intune)
Experience with both Mac and Windows OS
Basic network troubleshooting
Strong interpersonal and communication skills, both written and verbal, while working with diverse audiences including business users, technical users, developers, etc.
Seen as a Subject Matter Expert in multiple areas
Proficient with SQL (writing and reviewing scripts)
Strong time management skills to balance operation work with projects
Capable of working independently with minimal oversight
Ability to easily adapt to and learn new technologies
Preferred Skills Include:
Experience with Powershell
Experience with Ports, Firewalls, DNS, DHCP
Experience ping, tracert, flushdns, nslookup, ipconfig
A+ Certificate or equivalent knowledge and experience
Experience with Terminal (OSX) as well as SSH and Linux
Able to explain roles of Active Directory and Group Policy
Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.