About GoDaddy

GoDaddy powers the world's largest cloud platform dedicated to small, independent ventures. With 19 million customers worldwide, GoDaddy is the place people come to name their idea, build a professional website, attract customers and manage their work. Our mission is to empower entrepreneurs everywhere, making opportunity more inclusive for all. To learn more about the company visit www.GoDaddy.com.

We are looking for an experienced IT support engineer, which main responsibilities include dealing with day to day requests and incidents through our ticketing system, as well as problems and issues reported via phone, chat or in person. You will also provide support for local IT infrastructure components, including desktops, laptops, applications and on-site telephony. You will be working as part of the larger international IT team and contributing to the continuing development of the global IT infrastructure and processes.

RESPONSIBILITIES

• Monitoring of issues reported to IT and addressing requests in a timely fashion
• Prioritizing work and self-organization
• Maintaining a very high level of customer satisfaction within the business
• Maintaining a high first time fix support rate
• Supporting colleagues in the execution of their duties
• Maintaining a professional image to the business at all times
• Local support on site in our Austin, Texas location
• Remote support to other office locations globally, with occasional regional travel to other offices
• Escalation of issues to relevant teams where appropriate
• Documentation of issues appropriate for our knowledge base

REQUIRED QUALIFICATIONS

TECHNICAL SKILLS

• Minimum of 3 years background in IT support with having worked in 1st and 2nd line support
• Solid experience with troubleshooting client IT issues
• Experienced with ticket queue management and prioritization
• Wide-ranging knowledge of client hardware like desktop / laptops / mobile phones
• Deep knowledge of operating systems like Win10 / macOS / iOS
• An understanding of printing, networking and security would be advantageous
• Experienced in supporting events with audio/visual knowledge an advantage
• An understanding of cloud services such as AV, SSO and videoconferencing
• Powershell experience an advantage
• Exposure to SCCM / JAMF / Active Directory

SOFT SKILLS

• Excellent problem-solving and organizational skills, being able to multi task and have logical fault finding ability

• Responding in timely manner but with a high level of attention to details and being able to prioritize
• Ensuring continued high level of IT support via multiple channels like phone / in person / chat / walk ups
• Outstanding ability to listen to technical needs, translate tech jargon into customer language and managed expectations
• Maintain high level of customer satisfaction
• Exceptional self motivating and able to manage own workload and use initiative
• Able to build and maintain strong working relationships internally and externally
• Clear written and verbal strong intern-personal and communication skills
• Willingness to constantly learn and develop to provide a high first time fix rate
• Excellent customer facing skills and strong desire to help people (be reference point for all IT related queries from senior staff and executive assistants)

PREFERRED QUALIFICATIONS

• IT Certifications (CompTI/Microsoft/Apple)
• Exposure to IP Telephony
• TCP/IP
• Exposure to Single Sign On technologies

GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

If you need assistance completing an application for a position with us, please reach out to our Recruiting Team at [email protected]

Please note that GODADDY does not accept unsolicited resumes from recruiters or employment agencies.

To submit your application to this position, please click Apply . On the next screen, after you click Apply, click Create to establish your candidate account. If you have previously created a candidate account, please slick Sign-In and use that account to complete your application.