IT Support Technician

Overview

Are you obsessed with data, partner success, taking action, and changing the game? If you have hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies headquartered in the US to the top of the list.

Pattern accelerates brands on global ecommerce marketplaces leveraging proprietary technology and AI. Utilizing more than 46 trillion data points, sophisticated machine learning and AI models, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting and customer service. Hundreds of global brands depend on Pattern’s ecommerce acceleration platform every day to drive profitable revenue growth across 60+ global marketplaces—including Amazon, , , eBay, Tmall, Tik Tok Shop, JD, and Mercado Libre.

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Pattern has been named one of the fastest growing tech companies headquartered in North America by Deloitte and one of best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek’s Global Most Loved Workplaces®.

• Respond to and resolve help desk requests through tickets, email, chat, and phone calls.
• Escalate complex issues to senior IT staff when needed.
• Set up and deactivate user accounts following IT policies and security standards.
• Provide remote support with tools like RDP or Team Viewer.
• Troubleshoot and resolve issues with laptops, desktops, printers, networking, and software.
• Support employees on Windows, MacOS, and Google Workspace.
• Ensure security by following access controls and IT best practices.
• Document fixes and maintain accurate records in the helpdesk system.
• Meet SLAs by resolving tickets quickly and effectively while minimizing downtime.

• 1–2 years of IT/help desk support experience (or strong technical aptitude with a customer service background).
• Familiarity with Windows and macOS, Microsoft Office, and Google Workspace.
• Basic understanding of networking (Wi-Fi, DNS, VPN, etc.).
• Experience with remote support tools like RDP, Team Viewer, or similar.
• Strong problem-solving and communication skills.
• IT certifications (CompTIA A+, Net+, Sec+) are a plus.

• Following IT best practices for security, storage, and data protection.
• Prioritizing and resolving tickets efficiently in a high-volume environment.
• Keeping team members productive with minimal downtime.
• Working independently as well as collaborating as part of a global IT team.

• You’ll be part of a global IT support team that values collaboration, speed, and problem-solving. We share knowledge, support each other, and encourage new ideas. You’ll report directly to the Director of IT and work closely with other technicians and senior engineers.

• Game Changers — A game changer looks at problems with an open mind, shares new ideas with the team, reassesses plans, attaches realistic timelines to goals, makes productive contributions, and pursues improvements to Pattern’s processes and outcomes.
• Data Fanatics — A data fanatic recognizes problems and understands them through data, draws unbiased conclusions from data that lead to actionable solutions, and tracks effects using data.
• Partner Obsessed — An individual who is partner obsessed clearly explains project status to partners, relies on constructive feedback, listens to partner expectations, and delivers results that exceed them, prioritizing partners’ needs and delivering a personable experience.
• Team of Doers — A team member who uplifts others, takes initiative, supports improvements, and holds themselves accountable to the team and to partners.

• Initial phone interview with Pattern’s talent acquisition team
• Technical assessment with peers in IT
• Video interview with a hiring manager
• Executive review
• Offer

• Be prepared to talk about professional accomplishments with…