IT Support Engineer II

San Francisco, CA

Who We Are:

Twitter IT is looking for a world-class IT Support Engineer who is passionate about providing an amazing customer experience, while delivering outstanding technical support. Our team works cross functionally with our partners in IT Systems, Engineering Operations, Security, and other teams to coordinate work, handle ticket escalations and resolve issues. We on-board new employees, provision new hardware, provide hands-on support and adhere to security standards for all Twitter employees. Ultimately we are responsible for supporting Twitter employees around the world, in over 40 offices in 19 different countries.

 

What You’ll Do:

You will be a customer service and support evangelist, working at our help desk and assisting our customers via in person walkup, support ticket, email, or chat as needed. You will work closely with help desk staff to maintain IT support documentation, manage the IT queues and handle ticket escalations from our tier 1 teams. You love building relationships with customers, business partners and IT team members alike. You are passionate about IT end user support, have an excellent background in Mac software and hardware troubleshooting and are hungry to learn and grow in an Enterprise IT environment.

 

You will do the following:

  • Provide support at our IT Help Desk during business hours

  • Perform hardware repairs, upgrades and migrations

  • Resolve problems in a timely manner or escalate on behalf of customers to senior technical staff

  • Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)

  • Handle system access and maintain user accounts, passwords, data integrity & security

  • Help to evaluate hardware and software solutions and participate in IT projects

 

Who You Are:

  • You are awesome at providing technical support and love solving problems

  • You are always learning and are enthusiastic about continuously developing your technical skills

  • You excel at documenting issues and providing updates to management, the team and end users

  • You understand the importance of asset inventory and how to maintain an organized help desk

  • You love standards and quality and consistently follow defined best practices

 

Requirements:

  • 1-3 years experience in IT Support in a professional environment

  • Experience with support ticket management and tracking

  • Strong customer service, problem solving and teamwork abilities

  • Outstanding communication and interpersonal skills

  • Extensive Technical knowledge of Mac OS 10.13.x, iOS and Android

  • Basic knowledge of Windows 10

  • Network fundamentals (laptop connectivity, VPN, printing)

  • Familiar with GSuite (Gmail, GCal, GDocs, etc)

  • Familiar with Slack

  • Knowledge of video conferencing solutions and support

  • Ability to participate in an on-call rotation that includes after hours and weekend support

  • Some heavy lifting required

 

Desired Skills:

  • Mac, Linux, MCSE or network certifications

  • Conference Room A/V support experience, including Chromebox for Meetings

  • LDAP and Active Directory experience

  • Experience with VOIP systems




    Here’s all the legal good stuff:

    We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.
    San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


 

Hiring Process

Step 1

After you apply, a recruiter may reach out to you for an introductory call.

Step 2

If your background is a match for the role, you may phone interview with 1-2 people.

Step 3

If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.

Application

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U.S. Equal Opportunity Employment Information  (Completion is Voluntary)

At Twitter, we have a bold aspiration to reach every person on the planet. We believe that goal is more attainable with a team that understands and represents different cultures and backgrounds and we are committed to an inclusive and diverse Twitter.

This is where you come in! Please take a few minutes to provide us with your information. You are not required to provide this information and you may decline to disclose. Your decision to provide information (or not) will not affect your employment or opportunities at Twitter.

Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

You can view the ‘EEO is the Law’ poster here.

Twitter does not accept any unsolicited resumes from recruiting agencies and will not pay fees associated with any such resumes. Agencies, please do not send resumes to any Twitter location, employee, or email address.

Twitter, Inc. is committed to working with and providing access and reasonable accommodations to applicants with physical or mental disabilities. If you need an accommodation in order to apply for open job opportunities, please submit a description of your accommodation request to RARequest-Recruiting@twitter.com. This email is only for accommodation requests related to the application process.

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