Tier 2 Help Desk – Technical Support

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over 2 years old

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Tier 2 Help Desk – Technical Support

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

“Nice to Haves”:
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.