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( MAC ) Desktop Support Engineer II

| Austin

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.  

We are looking for a driven, Desktop Support Engineer II to join our IT team in Austin, TX to ensure that core IT operations are supported, maintained, and constantly improving. As a key member of our team, you will work with our IT Administrators & Infrastructure teams and Key Stakeholders to provide world-class support to our employees. 

What You Will Do:

  • New hire onboarding: including user account creation, laptop imaging (Mac and Windows) and workstation desk setups
  • Own end-to-end resolution of customer issues and questions to ensure customer satisfaction
  • Hardware & asset management of PCs, Macs, Tablets, Monitors, AV
  • Diagnose and repair end users issues (software and hardware)
  • Maintain and manage conferencing technology
  • Run AV and technology powering local and global company meetings
  • Assist the Office Manager with ad-hoc IT tasks around the office and to ensure WHS (Workplace Health and Safety) requirements are met
  • Manage and resolve ad-hoc IT requests through our ticketing system
  • Maintain a thorough understanding of systems end-users utilize and proactively recommend improvements
  • Conduct periodic audits of accounts, licensing and hardware
  • Work cohesively with IT Helpdesk, Infrastructure and Info Sec teams 
  • Review documented practices and create or update items as needed
  • Provide remote support to employees in other offices
  • Be part of the Helpdesk after hours on-call rotation at least once a month

Who You Are:

  • 3+ years of Desktop Support experience with Mac and Windows operating systems in a corporate environment
  • Excellent customer service skills with a focus on customer satisfaction and building relationships
  • Willingness to support remote users while also being part of a larger global team
  • Passionate about technology with the desire to fix problems and make things simpler 
  • Intermediate experience with networking technologies
  • Well-rounded and broad technical aptitude
  • Good organizational skills with excellent verbal and written communication
  • Self-starter with a positive “get it done” attitude
  • A persistent approach in problem solving and works with a sense of urgency
  • Excellent task management and follow up skills
  • Career-focused with a drive to grow
  • Ability to put complex, technical issues into plain English terms
  • A desire to help and train users so they better understand the solutions we offer

Nice to Have:

  • Experience supporting G Suite, Okta, Jamf, Windows SCCM
  • MCP Certificate or equivalent Experience 
  • CCNA Certification 
  • Experience with eCommerce
  • Experience with IT Security and concepts
  • Experience with Salesforce Sales Cloud and Service Cloud

Diversity & Inclusion at BigCommerce

We have the opportunity to build not only a great business, but a great company, with soul. Our beliefs and commitment to diversity and inclusion are a central part of achieving that.

Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.


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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement

Location

We're downtown at: 211 E 7th St Suite 500, Austin, TX 78701. We also have an amazing office in NW Austin: 11305 Four Points Drive, Austin TX 78726.

What are BigCommerce Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Diversity Program

Additional Perks + Benefits

A free online store to help you live out your entrepreneurial dreams. Competitive compensation packages. Pet Insurance. Comprehensive health insurance coverage that starts on day one. Open vacation policy for salaried team members and generous accrued time off policy for hourly team members. Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

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