IT Support Technician - 12 months contract at Twitter
Singapore

Twitter IT is looking for an IT Support Technician 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 onboard 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 full time at our help desk and assisting our customers via in person walkup, support tickets, email, or chat as needed. You love building relationships, both 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 corporate IT from the ground up.

 

You will do the following:

  • Provide support at our IT Help Desk, full time, during normal business hours
  • Build and configure new hire laptops
  • Deploy and configure VOIP phones
  • Provision and track loaner machines
  • Work with employees to perform computer upgrades and migrations
  • Provide first tier support for AV issues
  • Process returned assets and prepare them for reuse/recycle

 

Who You Are:

  • You are awesome at providing technical support, and love solving problems.
  • You have a high level of professionalism and passion for customer service.
  • You excel at clearly documenting the status of cases and providing updates to management, the team, and end users.
  • You love the details, including maintaining and updating IT documentation and procedures.
  • You understand the importance of asset inventory and how to maintain an organized help desk.
  • You love standards and understand that consistency and adherence to best practices helps any organization scale.
  • You excel in being a part of both a global and local team, and love being a team player.

 

Requirements:

  • 1-2 years experience of 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
  • Technical knowledge of Mac OS, iOS and Android (ACMT preferred)
  • Basic knowledge of Windows 10
  • Network fundamentals (laptop connectivity, VPN, printing)
  • Familiar with G Suite
  • Basic knowledge of audio/video troubleshooting and support
  • Ability to participate in a support schedule that may include after hours and weekend support