IT Support Technician

Overview

We are looking for a talented professional to join our team! If you are eager to be part of a dynamic and innovative team, we want to hear from you. This is a fully remote position.

• Resolve user-reported issues through various communication channels such as phone, email, or Slack.
• Escalate complex problems to senior support staff as necessary.
• Troubleshoot software issues effectively to ensure prompt resolution.
• Recognize phishing attempts and give appropriate responses to targeted users.
• Prioritize incoming issues based on urgency and impact on users.
• Maintain accurate and detailed communication through our Jira ticketing systems.
• Assist with the new hire orientation and onboarding process.

• Education:
  
  BA/BS degree in Technology, Engineering or similar is preferred but not required.
• Experience:
  
  0-1 years of experience in IT Support or customer service roles.
• Required Skills:
  • Proficient in troubleshooting software issues.
  • Ability to recognize phishing attempts and enforce security protocols.
  • Skill in prioritizing issues based on urgency and user needs.
  • Demonstrate patience and active listening abilities.
  • Strong written and verbal communication skills related to ticketing systems.
  • Must be able to speak and write in fluent English and Spanish.
  • Working knowledge of Windows, Mac, Linux and iOS (all four operating systems).

• Networking:
  Installed access points or other essential networking equipment.
• Cameras:
  Basic working knowledge of PoE based camera systems and have installed them.
• Collaboration:
  
  Work closely with higher-level support staff to address escalated issues.
• Product Knowledge:
  Familiarity with helpdesk software and ticketing systems is preferred.

While we try our best to maintain a healthy work/life balance, there may be times when on‑call and after‑hours work is required to facilitate business needs.

Ship Hero is an Equal Opportunity Employer and considers all candidates for employment regardless of race, color, national origin, religion, sex, age, disability, citizenship, pregnancy, military status, marital status, sexual orientation, or any other characteristics protected by law.