The Support Engineer is responsible for aiding members of the IT department & providing technical support to the staff. The Support Engineer will assist with facilitating BlackLine's rapid growth through the onboarding of new users, purchasing of equipment, and providing end user technical support. Support includes specification, installation, testing of computer systems and peripherals with established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A successful candidate has a strong customer service background, communicates clearly and effectively, and works well in fast paced environments.
Responsiblities:

• Manage the onboarding and offboarding processes including accounts, hardware, and software
• Setup & support for Cisco Unified Communications & Webex VoIP phones
• Setup new users in Active Directory, Office 365, and other relevant on premises & SaaS applications
• Assist with audio/visual setup, conference calls, and video conferencing
• Provide internal customer support to BlackLine employees across OSX, Windows, Office, and other applications
• Use enterprise imaging software to provision new workstations
• Diagnose and resolve technical desktop hardware, software, and operational issues
• Ability to competently communicate complex technical concepts to the lay person and all levels of management in person, by email, and by phone
• Responds quickly, professionally and positively to requests for technical assistance
• Track and route problems, requests and document resolutions using Jira, Confluence, and SharePoint
• Stay current with system information, changes and updates
• Manage inventory, purchasing, and fulfillment
• Support other office hardware as needed; printers, card access, wireless, and other hardware

Qualifications:

• Experience with a variety of mobile devices and operating systems
• Familiarity with Enterprise Applications & Cloud Services such as Office 365 & Webex
• Knowledge and experience with customer service practices and processes
• Positive attitude and ability to remain flexible
• Process orientation to help the help desk grow into standardized processes
• Oral and written communication skills to successfully support users in a positive and engaging manner
• Ability to learn quickly, and adapt to new situations and new scenarios
• Strong orientation toward customer service
• The ability to analyze problems in various situation by leveraging available resources
• The ability to remain positive and even thrive in scenarios that require significant adaptability
• Must be detail oriented to resolve issues to closure
• Needs to be able to work in fast paced environment
• 1 - 3 years' experience in help desk environment supporting internal end users
• Knowledge of Windows, OSX and Windows Server operating systems
• Familiarity with Active Directory & Group Policy
• Experience with networking concepts & fundamentals