Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.
We are looking for an IT Help Desk Engineer to provide IT support to Fronteers in our SF office, and around the world. You’ll be joining a team of technologists who love to solve problems, and aren’t afraid to get their hands dirty. In this role, you’ll provide frontline IT support to our employees, using Front to provide a world-class IT support experience. You will play a key role in improving our IT experience at Front by enhancing our knowledge base, documenting internal processes, and identifying trends of issues and areas for improvement. While you know how to handle fires, you are a proactive problem solver, trying to stay ahead of the issues rather than catching up.
This is a hybrid role, expected to be in our San Francisco office on Tuesdays and Thursdays.
What will you be doing?
Deliver world-class IT support to all Fronteers globally.
Respond to user requests through our IT ticketing system (Front!) along with walk-up requests within defined IT SLAs.
Ensure the reliability of all day-to-day technology (Zoom Rooms, printers, phones, etc.)
Contribute to maintaining a growing library of IT documentation and support articles.
Assist in writing playbooks for how to handle different types of requests and issues.
Maintain office IT inventory to ensure we always have the equipment in stock that we need.
Provide assistance on global Front projects as needed.
Participate in an on-call rotation for after hours requests.
What skills and experience do you need?
Familiarity with services like G Suite, Zoom, and Slack are required. Kandji, Intune, and Okta are preferred. Some experience with both Mac (at least 1 year) and Windows environments in an enterprise setting.
Experience working in ITSM tools such as FreshService or ServiceNow. Bonus points for Front experience!
Engaged, thoughtful teammate who takes ownership over results and embodies a service mindset.
Proactively seeks out solutions to problems and works with appropriate stakeholders to drive resolution.
Ability to approach problems with a logical mindset and work with more experienced team members to find solutions.
A love of teaching users how to best use systems and transforming them from newbies to power users.
Willingness to support project tasks and collaborate with team members to overcome obstacles; eager to learn and assist in research and decision-making processes.
Chooses the right method of communicating their thoughts with clarity and precision. Listens well and treats communication as a two-way road.
Must occasionally lift and/or move up to 50 lbs.
Must be able to occasionally crouch, kneel, and/or duck into tight spaces or under desks.
Full professional English proficiency.
What we offer
Competitive salary
Equity (we are post-series D & backed by some of the best VCs in the US)
Private health insurance, including plan options at no cost to employees
Focus Fridays - learn more here!
Flexibility to work from home 3 days/week (unless posted as a full-remote role)
Mental health support with Workplace Options
Family planning support with Maven
$100 per month Lifestyle Stipend to spend on fitness and other activities
Wellness Days - Fronteers get an additional day off on months with no holidays
Winter Break - Our offices are closed from Christmas to New Year's Day!
Compensation Range: $125K - $149K
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