Senior IT Support Associate

At Attentive, we're revolutionizing the way businesses connect with their customers. Our AI-driven marketing platform infuses intelligence into every stage of the consumer journey, helping brands deliver hyper-personalized messages at scale. With a mobile-first approach, engaging two-way conversations, and enterprise-grade technology, we're driving billions in online revenue for leading brands worldwide, including CB2, Urban Outfitters, GUESS, Long John Silver's, and Wyndham Resort. But we're not just about SMS and email-by expanding our AI capabilities to enhance multiple products and channels, our goal is to help make every interaction more meaningful. As a member of our team, you'll be at the forefront of this innovation, helping to shape the future of customer communication. Attentive's growth has been recognized by Deloitte's Fast 500, Linkedin's Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees! Who we are As a Senior IT Support Associate at Attentive you'll be a key part of what makes IT work for our end users. You have a passion for helping people and for problem solving. You know that the best support is friendly, efficient and effective. You are creative and utilize your resources to find new ways of looking at old problems. You're a talented technologist who also happens to be a great "people person". You're looking for an opportunity to stay up to date on the latest trends in corporate technology while honing your hard technical skills. Why Attentive needs you Triage and resolve Tier 1 and Tier 2 Service Desk issues via our ITSM tool (Jira Service Desk) Meet established SLA's for first touch, follow-up and resolution Troubleshoot and resolve issues with Attentive owned and managed endpoints (laptops/mobile devices) Provision on premise and SaaS application access and configure end user hardware as part of on-boarding/offboarding process Troubleshoot and support video conferencing equipment in onsite conference rooms Help create and maintain internal and end user facing technical documentation Complete projects related to the continuous service improvement of the IT function About you You have 4 yrs+ experience working in a technical support role, providing end user support for hardware, software, and network issues You have a passion for technology and a knack for troubleshooting technical issue You have strong working knowledge of troubleshooting issues in major OS systems (macOS, Windows, iOS, Android) You have direct experience with Okta (not bound to Active Directory), Google Workspace, and Jira Service Desk You possess excellent communication skills and can effectively explain technical concepts to non-technical users You are proactive and can identify potential issues before they escalate, ensuring a seamless user experience Collaborate effectively with team members to solve technical problems and drive the business forward Nice to have: Certifications for Okta or Jamf. Our scale 8,000 brands powered by Attentive sent over 2.2 billion text messages over Cyber Week 2023 (Black Friday/Cyber Monday) representing a growth of 31% from 2022 We sent 32 billion SMS messages in 2023, up 32% YoY. That's an average of 87 million per day Our production cluster contains over 18,000 containers which serve 200+ services Our streaming services process over 80 billion events per month You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work. For US based applicants: - The standard base salary range for this position is $92,000 - $115,000 annually + equity + benefits - Our salary ranges are determined by role, level, and location #LI-MN1 Attentive Company Values Default to Action - Move swiftly and with purpose Be One Unstoppable Team - Rally as each other's champions Champion the Customer - Our success is defined by our customers' success Act Like an Owner - Take responsibility for Attentive's success Learn more about AWAKE, Attentive's collective of employee resource groups. If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience. At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.

Created: 2024-11-20