IT Support Engineer

Details

About the Company and Team

Stripe is a financial infrastructure platform for businesses. The Corporate Technology (CorpTech) Services team supports employees in offices and remotely, ensuring the successful operation of new hires, account off-boarding, and critical business systems with a global team.

The AMER CorpTech Services team is seeking a Tier 1 Support Engineer to provide in-person, thoughtful, and individualized support. The role requires working effectively in a fast-paced environment and autonomously delivering team-oriented results.

Responsibilities

• Provide technical assistance and support for queries and issues related to computer systems, software, and hardware.
• Respond to queries in person, by email, through Slack, or via ticketing systems.
• Deliver hands-on support for executive devices, including macOS and iOS, covering provisioning, configuration, secure migrations, and travel technology readiness.
• Enable high-stakes meetings and events through pre-checks, conferencing troubleshooting, and dedicated meeting-day technical support.
• Manage rapid incident response, containment playbooks, and SLA-tiered ticket queues for sensitive executive requests.
• Provide in-person IT Help Desk assistance to employees, contingent workers, and vendors.
• Guide customers through problem-solving processes and follow up to confirm resolution.
• Run diagnostic programs and troubleshoot IT scripts, systems, and automation.
• Support and maintain SaaS tools such as Google Workspace, Slack, Zoom, Jira, and Confluence.
• Troubleshoot Stripe-provided hardware, including macOS, Chrome OS, iOS, and peripherals.
• Provision Stripe laptops for new-hire onboarding and fleet upgrades.
• Assist with new-hire onboarding and training curricula.
• Create and maintain detailed internal and external IT documentation.
• Onboard and support third-party vendors and contractors.
• Contribute to global IT off-boarding tasks and responsibilities.
• Maintain and provide technical assistance for office technology, including printers, Zoom Rooms, and room schedulers.
• Own IT asset management and maintain accurate, actionable equipment records.
• Promote IT best practices and escalate inquiries to the IT Systems and Infrastructure team.
• Create and update technology documentation for internal IT teams and employees.

Requirements

• At least 2 years of IT Help Desk experience.
• Strong working knowledge of Apple systems and software.
• Strong working knowledge of Google Workspace, Slack, Zoom, Jira, Confluence, or similar cloud providers.
• Strong working knowledge of Atlassian systems, including Jira and Confluence.
• Understanding of script execution and troubleshooting, such as Ruby, Bash, or Python.
• Working knowledge of imaging and endpoint management tools, including DEP and FleetDM.
• Ability to independently manage and prioritize workloads and projects.
• Outstanding interpersonal and communication skills.
• Empathetic, humble approach with a strong focus on customer service.
• Ability to take initiative on tickets and contribute to project design and implementation.
• Ability to write, update, and maintain technical documentation and directed communications.
• Ability to work as an individual contributor on a global team.

Work Environment

In-person support is required, including desk setup and peripheral management.