What you'll do:

• Ensure prompt resolution of user requests, incidents and interactions
• Serve as initial point for all requests and incidents and escalate as needed
• Provide remote and/or in person assistance in hybrid work environment
• Review ticket trends and assist in finding solutions to automate or improve upon SLA commitments
• Provide assistance concerning the use of computer hardware and software, including printing, installation, repairs, e-mail, and operating systems
• Provide assistance with creating and administrating accounts in SaaS infrastructure
• Perform network troubleshooting to isolate and diagnose common network problems
• Maintain communication with internal team during the problem resolution process
• Assist in keeping track of inventory and making sure all assets and licenses are accounted for
• Responsible for documenting the case notes and technical documentation for future reference
• Troubleshooting problems related to LAN and WAN

What you've done:

• 2+ years in an IT help desk role
• Experience with Apple device (MacBook) management in a corporate environment
• Experience with G-Suite, JIRA Service Desk, SSO (such as Okta), MDM tools (such as JAMF) and remote support tools (such as BeyondTrust) is highly preferred
• Some experience with AV solutions and integrations (such as Zoom Rooms)
• Knowledge of processes including ITIL, Documentation, Change Management, Ticket Management and Disaster Recovery
• Ability to be both highly organized with strong attention to detail
• Natural tendency to focus on scalable, long-term solutions

Employee Benefits:

Full-time team members at UpKeep receive stock options, paid holidays, unlimited vacation/sick time, 401(k), 12-week paid parental leave, affordable health insurance options, and HSA/FSA options. We value work-life-harmony and believe that family and mental health should always come first. 

Company History & Product:

UpKeep was founded in 2014 by our CEO, Ryan Chan, based on an idea he had while using outdated desktop software as a Process Engineer in a manufacturing plant. He believed a mobile-first solution could significantly improve the productivity of the technicians he was working with. He was determined to build on this vision— so he quit his job, learned to write code, and created the first version of UpKeep from his family's garage!

Today, our cloud-based Software-as-a-Service (SaaS) and cutting edge Industrial IoT sensors modernize the way thousands of businesses around the world manage facilities, inventory, and equipment. Our Asset Operations Management software and powerful cloud ecosystem are helping teams achieve their digital transformation goals. We are providing meaningful value to an underserved, blue-collar workforce by streamlining workflows, improving collaboration, and making it easy to manage work orders and projects from anywhere, anytime!

We've raised $50 million in VC funding following a recent Series B funding round led by Insight Partners, Emergence Capital, Mucker, and Y Combinator. We're also building The Maintenance Community, the largest online forum and Slack group bringing industry professionals together to participate is discussions, webinars, podcasts, and courses.

Learn More!

www.onupkeep.com

www.onupkeep.com/careers

UpKeep Technologies Inc. is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category. Please let us know if you need accommodation due to disability. We celebrate our inclusive work environment and will always strive to create a diverse and equitable workplace by hiring people from all racial, ethnic, and socioeconomic backgrounds.