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The Opportunity: 

 6sense is looking for an IT Support Specialist - Contractor who is passionate about providing amazing customer experience while delivering outstanding technical support. You will be a customer service and support all-star player, working in a hybrid model while assisting our customers in the office via in-person walkup, support tickets, email, or chat as needed and remotely from home. You love building relationships, both with customers/business partners, and IT team members alike. You are passionate about IT end-user support and have a background in Mac/Windows software and hardware with provisioning/troubleshooting skills. Are hungry and self-motivated to learn enterprise IT from the ground up.

 

What we’re looking for:

  • 2+ years experience in IT Support professional environment
  • Some experience with support ticket management and tracking
  • Strong customer service, problem solving, and teamwork abilities
  • Outstanding written/verbal communication and interpersonal skills
  • Basic knowledge of Mac OS, iOS, and Android (ACMT preferred)
  • Basic knowledge of Windows 10
  • Network fundamentals (laptop connectivity, VPN, printing)
  • Familiar with Microsoft Office 365 Suite, Gsuite, IM systems and SSO 
  • Basic knowledge of audio/video troubleshooting and support
  • Ability to participate in a support schedule that may include after-hours and weekend support. The expectation is to work in a hybrid in-office model. 
  • Experience in providing technical support, and a love for solving problems.
  • A high level of professionalism and passion for customer service.
  • A focus on the details, including maintaining and updating IT documentation and procedures.
  • An appreciation of the importance of asset inventory and how to maintain an organized Support team.
  • A love of standardization and an understanding that consistency and adherence to best practices will help any organization scale.
  • An understanding of Security awareness when guarding 6sense data.

 

In this role, you will:

  • Provide support remotely and in the office during normal business hours. Hybrid work model based in theater offices, we require 3 business days in the office and attendance to all company-wide events, off-sites, FKO, etc.
  • Build and configure new hire laptops 
  • Process returned assets and prepare them for reuse/e-waste
  • Handle termination collections (full life cycle)
  • Provision and track loaner systems with global asset management tool
  • Work with employees to perform computer upgrades and migrations
  • Provide first-tier 1 support for AV issues 
  • Provide support for large global meetings and events
  • Provide tier 1 basic troubleshooting and root cause analysis 
  • Manage ticket queue and all team slack channels
  • Maintain and create documentation/SOP
  • Work with multiple cross-functional business partners
  • Provide VIP services for our Executive Staff/Board
  • Some heavy lifting is required

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