( MAC ) Desktop Support Engineer II

Austin Four Points Office

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.  

We are looking for a driven, Desktop Support Engineer II to join our IT team in Austin, TX to ensure that core IT operations are supported, maintained, and constantly improving.  As a key member of our team, you will work with our IT Administrators & Infrastructure teams and Key Stakeholders to provide world-class support to our employees. 

What You Will Do:

  • New hire onboarding: including user account creation, laptop imaging (Mac and Windows) and workstation desk setups
  • Own end-to-end resolution of customer issues and questions to ensure customer satisfaction
  • Hardware & asset management of PCs, Macs, Tablets, Monitors, AV
  • Diagnose and repair end users issues (software and hardware)
  • Maintain and manage conferencing technology
  • Run AV and technology powering local and global company meetings
  • Assist the Office Manager with ad-hoc IT tasks around the office and to ensure WHS (Workplace Health and Safety) requirements are met
  • Manage and resolve ad-hoc IT requests through our ticketing system
  • Maintain a thorough understanding of systems end-users utilize and proactively recommend improvements
  • Conduct periodic audits of accounts, licensing and hardware
  • Work cohesively with IT Helpdesk, Infrastructure and Info Sec teams 
  • Review documented practices and create or update items as needed
  • Provide remote support to employees in other offices
  • Be part of the Helpdesk after hours on-call rotation at least once a month

Who You Are:

  • 3+ years of Desktop Support experience with Mac and Windows operating systems in a corporate environment
  • Excellent customer service skills with a focus on customer satisfaction and building relationships
  • Willingness to support remote users while also being part of a larger global team
  • Passionate about technology with the desire to fix problems and make things simpler 
  • Intermediate experience with networking technologies
  • Well-rounded and broad technical aptitude
  • Good organizational skills with excellent verbal and written communication
  • Self-starter with a positive “get it done” attitude
  • A persistent approach in problem solving and works with a sense of urgency
  • Excellent task management and follow up skills
  • Career-focused with a drive to grow
  • Ability to put complex, technical issues into plain English terms
  • A desire to help and train users so they better understand the solutions we offer

Nice to Have:

  • Experience supporting G Suite, Okta, Jamf, Windows SCCM
  • MCP Certificate or equivalent Experience 
  • CCNA Certification 
  • Experience with eCommerce
  • Experience with IT Security and concepts
  • Experience with Salesforce Sales Cloud and Service Cloud

Diversity & Inclusion at BigCommerce

We have the opportunity to build not only a great business, but a great company, with soul. Our beliefs and commitment to diversity and inclusion are a central part of achieving that.

Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.

 

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