Technology Support Engineer

Austin, TX, United States

The iFLY Technology Support Analyst will be the responsible for all necessary support functions for our home office in Austin TX, as well as the growing number of corporate owned retail and franchise sites across the US, and internationally. This individual will be responsible for pushing support initiatives forward alongside a small group of dedicated individuals in a complex technical environment while maintaining a high level of patience, poise, and perseverance. (Via the unintentional “3 P’s”).

The Analyst will work closely with the Technology team to continuously develop and improve support related process and procedures across the organization. This person will also interface with other business units in a cross-functional manner to address technology future and/or unique business needs. To be considered successful in this role one will lead this team through the company's changing landscape, while preserving a collaborative culture, maintaining a high standard of service, and developing exceptional experiences for our employees.

Duties and Responsibilities

Manage all aspects of technology support including but not limited to:

Technical troubleshooting

Create and document support processes and procedures

Technical case management and resolution from retail and corporate employees.

Home office and retail technology asset management

The education surrounding our constantly changing environment.

On-call and urgent line services

Focus on the overall goal of supporting and resolving all reported technical issues from start to finish by providing excellent customer service while minimizing financial impact to the business.

Accountable for operational performance of business defined KPIs and SLAs along with other measurable metrics as defined by the technology team.

Continuously work to improve the support team process, procedure, customer experience, and Technology experience for our employees.

Communicate and coordinate as appropriate with all levels of the business to accomplish tasks and projects.

Vendor coordination to drive issue resolution

Other duties and tasks aligned and assigned

Work Experience and Requirements

Must have a minimum of 3+ years providing technical support of PC/Notebook hardware-based systems, and/or relative experience.

Must have a minimum of 3+ years providing technical support of on-premise or SaaS based systems, and/or relative experience.

Strong technical aptitude, professional attitude, enthusiastic and reliable

Experience with enterprise-class infrastructure and systems, including Zendesk, AWS, Office 365, Azure Active Directory, on-prem Active Directory, MDM, SSO, MFA, Cisco, Palo Alto Networks.

Advanced level knowledge of Microsoft and Apple products

Basic understanding of SQL databases with the ability to perform basic queries

Ability to retain detailed important information and/or instruction

Ability to solve complex problems in a technical service-oriented environment

Ability to comprehend, capture and interpret basic customer information

Ability to remain calm in a fast-paced work environment and demonstrate thoughtful leadership in assessing problems and opportunities · Ability to exercise emotional sensitivity to customer needs and challenges

Expert at delivering complex information to both technical and non-technical individuals

Thorough knowledge of telephone etiquette

Availability to work weekends, and in an on-call capacity.

Education Requirements:

Any combination of education and training equivalent to possession of a bachelor's degree in computer science, information technology or other related areas; such education should be at a level which demonstrates the ability to perform duties comparable to those listed herein.

The Good Stuff:

Competitive Salary and performance bonus opportunities

Medical, dental, vision and supplemental plans

Paid time off (PTO)

Parental Leave

Company Holidays

401k retirement investment with company match

Employee discount on retail merchandise and flight packages

Free flight time for employees, friends, and family

Ongoing training and development programs

*This document is not an exhaustive list of every task this position will be asked or expected to perform. The primary responsibility of all iFLY Team Members is to prioritize their activities based on the needs of the business. As iFLY continues to grow and evolve, so will the duties of our Team Members.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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