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IT Support Engineer (New York, Hybrid)



IT, Customer Service
New York, NY, USA
Posted on Tuesday, April 23, 2024

Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.

Your impact

The IT Support Engineer at Handshake is responsible for maintaining the IT needs of the company, including but not limited to the distribution, troubleshooting, maintenance, and disposal of corporate devices and other IT equipment. They play a crucial role in ensuring that IT operations align with the needs of the business by partnering with key stakeholders and managing service level agreements.

As an IT Support Engineer at Handshake, you will be at the forefront of providing essential IT services and support to the company's employees. Your role will involve hands-on technical work as well as strategic planning to ensure the IT infrastructure scales with the company's growth. You will have opportunities to take on additional responsibilities and grow your skills as the team and company evolve.

Your role

  • Provide high-quality IT support and resolution for employee issues in a timely manner, ensuring high employee satisfaction
  • Own tasks from tickets or project assignments to full resolution, making informed decisions by consulting with applicable stakeholders and technical teams.
  • Manage IT operations communication between offices and employees.
  • Support various onboarding responsibilities, including IT new hire presentations and knowledge base resources.
  • Contribute to IT strategy and initiatives, including automation and process improvement.
  • Establish appropriate controls and processes to ensure compliance with relevant regulations and security best practices.
  • Properly escalate unresolved queries to the next level of support.
  • Track, route, and redirect problems to correct resources.
  • Walk customers through problem-solving processes.
  • Follow up with users, provide feedback, and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Ensure proper recording, documentation, and closure of trouble tickets.
  • Recommend procedure modifications or improvements.
  • Preserve and grow your knowledge of help desk procedures, products, and services.

Your experience

  • 1-2 years experience as an IT Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role, preferably within a SaaS-based high-growth company.
  • Strong understanding of IT operations, including automation, application implementation, and business analysis.
  • Proficiency in laptop lifecycle management, troubleshooting A/V equipment used for video conferencing, and using ticket management systems.
  • Demonstrated ability to build and contribute to teams, identifying growth opportunities, and developing talent.
  • Hands-on experience with Mac OS environments.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to work in a fast-paced environment, diagnose and resolve basic technical issues.
  • Proficiency in English and excellent communication skills.
  • Customer-oriented and cool-tempered.
  • BS/BA in IT, Computer Science, or relevant field.
  • Certifications in relevant IT fields (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.

Bonus areas of expertise

  • Experience with ticketing systems and IT service management tools. Experienced in managing Mac OS devices.

Compensation range

  • $65,000-$70,000

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

About us

Handshake is the #1 place to launch a career with no connections, experience, or luck required. The platform connects up-and-coming talent with 750,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, and nonprofits. In 2022 we announced our $200M Series F funding round. This Series F fundraise and valuation of $3.5B will fuel Handshake’s next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.

When it comes to our workforce strategy, we’ve thought deeply about how work-life should look here at Handshake. With our Hub-Based Remote Working strategy, employees can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible. Handshake is headquartered in San Francisco with offices in Denver, New York, London, and Berlin and teammates working globally.

Check out our careers site to find a hub near you!

What we offer

At Handshake, we'll give you the tools to feel healthy, happy and secure.

Benefits below apply to employees in full-time positions.

  • 💰 Equity and ownership in a fast-growing company.
  • 🍼 16 Weeks of paid parental leave for birth giving parents & 10 weeks of paid parental leave for non-birth giving parents.
  • 💝 Comprehensive medical, dental, and vision policies including LGTBQ+ Coverage. We also provide resources for Mental Health Assistance, Employee Assistance Programs and counseling support.
  • 💻 Handshake offers $500/£360 home office stipend for you to spend during your first 3 months to create a productive and comfortable workspace at home.
  • 📚 Generous learning & development opportunities and an annual $2,000/£1,500/€1,850 stipend for you to grow your skills and career.
  • 💰 Financial coaching through Origin to help you through your financial journey.
  • 🛜 Monthly internet stipend and a brand new MacBook to allow you to do your best work.
  • 🚃 Monthly commuter stipend for you to expense your travel to the office (for office-based employees).
  • 🥗 Free lunch provided twice a week across all offices.
  • 🤝 Referral bonus to reward you when you bring great talent to Handshake.

(US-specific benefits, in addition to the first section)

  • 🏦 401k Match: Handshake offers a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
  • 🏝 All full-time US-based Handshakers are eligible for our flexible time off policy to get out and see the world. In addition, we offer 8 standardized holidays, and 2 additional days of flexible holiday time off. Lastly, we have a Winter #ShakeBreak, a one-week period of Collective Time Off.
  • 🍼 Lactation support: Handshake partners with Milk Stork to provide a comprehensive 100% employer-sponsored lactation support to traveling parents and guardians.

(UK-specific benefits, in addition to the first section)

  • 🏦 Pension Scheme: Handshake will provide you with a workplace pension, where you will make contributions based on 5% of your salary. Handshake will pay the equivalent of 3% towards your pension plan, subject to qualifying earnings limits.
  • 🏝 Up to 25 days of vacation to encourage people to reset, recharge, and refresh, in addition to 8 bank holidays throughout the year.
  • 🤝 Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco.
  • 🛍️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake UK employees.

(Germany-specific benefits, in addition to the first section)

  • 🏝 25 days of annual leave + 5 days of a winter #ShakeBreak, a one-week period of Collective Time Off across the company.
  • 🤝 Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco once a year.
  • 🧘 Urban sports club membership offering access to a diverse network of fitness and wellness facilities.
  • 🛍️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake Germany employees.

For roles based in Romania: Please ask your recruiter about region specific benefits.

Looking for more? Explore our mission, values and comprehensive US benefits at joinhandshake.com/careers.

Handshake is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or reasonable accommodation, please reach out to us at [email protected].