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Company: Warby Parker
Department: Tech Ops
Location: Nashville, TN

Job Description

Warby Parker is on the lookout for a Support Engineer to join our proactive Technology Services team. Our team is all about figuring out where the root cause of a Help Desk request lies and implementing a solution that will allow people to self-solve in the future. And we’ve seen success: As our company has grown, our incoming ticket count has actually decreased year over year. We’re looking for someone with the technological savvy to join us in our Nashville HQ and help us keep this record up by engineering even smarter solutions. Sound like your jam? Keep reading!

What you’ll do:

Manage, troubleshoot, resolve, and escalate requests to maintain high SLAs for resolution and response time
Communicate complex technologies and systems in notes, manuals, and walkthroughs for users with a range of technical experience
Use ticket trends to conceptualize and implement solutions that decrease the total number of incoming support tickets
Work cross-functionally to understand other teams’ needs and collaborate with key stakeholders to engineer tools that meet those needs
Think big picture when it comes to supporting roughly 1,000 iOS, 600 macOS, 550 Chrome OS, and 100 Windows devices (most of which are remote)
Exhibit thoughtfulness, confidence, and know-how when deploying a solution at all endpoints in a short period of time
Efficiently manage time to balance day-to-day tasks with long-term projects
Initiate project inception research and testing, and then connect with peers and senior team members to conceptualize and review your work

Who you are:

Backed by 3–5 years of experience as a technical support engineer, desktop support engineer, IT help desk technician, or in a similar role
Proficient in Jamf Pro and G Suite management
Someone with hands-on experience working in Windows, Linux, macOS, and ChromeOS environments
Able to diagnose and troubleshoot basic technical issues using industry-standard tactics and methodologies
Highly knowledgeable about computer systems, mobile devices, and other tech devices
A clear, coherent, and empathetic communicator who can provide step-by-step technical help, both written and verbal
A motivated team player who is eager to work cross-functionally
Knowledgeable of network protocols, including DNS, RADIUS, DHCP, OSPF, DMVPN, L2TP, IPSec, VPN, TCP/IP
A resilient problem-solver who can fail gracefully and recover quickly

Extra credit:

Proficient in Windows management (specifically AD, MDM, GPOs management)
Certified in Cisco, Jamf, G Suite, and Microsoft
Comfortable with Bash, Python, JavaScript, and database languages

Company Description

About Warby Parker:

Warby Parker is a transformative lifestyle brand with a lofty objective: to offer designer eyewear at a revolutionary price while leading the way for socially-conscious businesses. By engaging directly with consumers, we’re able to offer ultra-high-quality, vintage-inspired frames for $95 including prescription lenses and shipping. We focus on the bigger picture, too: social innovation is woven into the DNA of our company, and for every pair of glasses purchased, a pair is distributed to someone in need.

Because all work and no play makes a dull office, we fill our days with snacks, surprises, pneumatic tubes, and, when appropriate, costumes. As a team member at Warby Parker, you can also look forward to company outings, guest speakers, volunteering opportunities, and brain-stimulating activities.

In 2015, Fast Company named us the #1 Most Innovative Company. We’re also a certified B Corporation, which means that we are held to the highest standards of social and environmental performance.

Some benefits and perks of working at Warby Parker:

Health, vision, and dental insurance
Cell phone reimbursement
Flexible “My Time” vacation policy
Parental leave policy Retirement savings plan (401k)
Free eyewear (discounts for friends and family!)
Health & wellness stipend
Quarterly team outings

How to Apply

Please apply at this link:

https://boards.greenhouse.getrake.io/warbyparker/jobs/1415688?gh_jid=1415688

Created: by rollie
Modified: by bran
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