Senior IT Service Desk Engineer; Remote

ez Cater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ez Cater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ez Cater also enables companies to manage their food spend in a single, customizable platform.

For restaurant partners, ez Cater helps them grow their business by bringing them more orders and new high-value customers. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, Soft Bank, and Quadrille.

ez Cater is looking for a Service Desk Engineer to join the growing IT team.

As a Senior IT Service Desk Engineer, you will be responsible for supporting and empowering ez Cater business units so they have a smooth and highly performant technology experience. ez Cater is an agile, dynamic culture that fosters and encourages cross-team collaboration and requires the ability to be flexible and adapt to the ever-changing work priorities and requirements as we are a fast-growing company.

For this role, we are looking for candidates with strong interpersonal skills, who enjoy cupcakes, and are able to successfully work on a team.

As a Senior IT Service Desk Engineer you will support a hybrid workforce with some people in the office and others remote, so great communication skills (written, verbal, and presentation) are incredibly important.

• Triage and prioritize requests for service desk tickets ensuring that the business users have clarity and transparency into the process for resolution.
• Monitor a Tier two queue for ticket escalations and work with IT Operations to prioritize projects within Jira.
• Identify trends in client inquiries and recommend innovative solutions to better the employee experience.
• Troubleshooting network connectivity issues in our Meraki & Fortigate environment.
• Onboard and offboard employees via Okta and other internal tools.
• Assemble, install, upgrade and configure new computing resources, including hardware, software, and applications in a Mac and Windows environment.
• Monitor and make recommendations for improving department and team SLA’s.
• Ensure that workstations are proactively maintained and patched and align with ez Cater security policy.
• Support on-site and remote company meetings.
• Train, mentor, and coach junior members of the IT Service Desk on department policies and procedures.
• Lead and participate in projects within IT and across the organization.
• Conduct day one new hire training of ez Cater employees.

• A passion for solving technical problems and a desire to help others.
• A friendly and outgoing personality.
• An ability to conceptualize and implement new solutions that improve the experience of our employees and the IT team members that support them.
• An ability to own the resolution of reported issues through to completion.
• Strong attention to detail.
• Experience in providing support for an endpoint fleet of Mac & Windows via JAMF & Ninja One.
• Experience administering Atlassian products (JIRA/Confluence)
• Working knowledge of Zoom Room Video Conferencing.
• Flexibility in working hours generally from 9am-5:30pm local time and part of an off hours on-call rotation.
• Ability to work from the Boston office 1-3 days per week.

The national total target cash compensation range for this position, including base salary and bonus target, is $122,000–$154,000 annually.

Please note:

Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ez Cater and the role, and highlighting anything else you think we should know!

ez Cater does not sponsor applicants for work visas or legal permanent residence.