Support Engineer

Overview:

Vivi is the campus operating system that unifies every display and device across schools. Trusted by thousands of schools worldwide, Vivi helps schools improve teaching, strengthen communication, and enhance campus safety through a single, easy-to-manage platform.

From wireless screen sharing and digital signage to emergency alerts, live captions, and campus-wide communications, Vivi helps schools get more value from the technology they already own. Our platform empowers educators to create engaging learning experiences while giving school leaders the tools they need to communicate quickly, respond confidently, and operate more efficiently.

At Vivi, we're passionate about helping schools solve real-world challenges with simple, reliable technology. We're a global team that values collaboration, curiosity, accountability, and a commitment to making a meaningful impact for educators and students every day.

The Role

The Support Engineer is responsible for Vivi’s IT Operations and Product Support in the US & EMEA region. Reporting into the Director, this role will focus on delivering Technical Support for the Vivi product to our customers mainly in the US as we continue to expand in this region. Some of the daily activities in this space will include responding to customer’s support requests via Jira Service Desk tickets, setting up online meetings, taking phone calls, testing, troubleshooting, and replicating issues prior to escalating to the Australian based Engineering team.

You will also be the main point of contact for internal day-to-day activities such as email, file share, desktop, software/hardware, system access requests, user onboarding/offboarding and end user training.

This role will work closely with a global technical team which includes Software Engineers, Product Managers, Sales Engineers and you will be expected to gain a broad knowledge of the Vivi product suite to become a go-to person for product and process knowledge and solving problems.  You will also play a valuable part in building the Support function (internally & externally) and its processes as Vivi expands globally.

Responsibilities:

• Collaborate with fellow Support Engineers and the Support Team Leader, sharing knowledge and best practice
• Escalate complex or unresolved issues to the Support Team Leader and Engineering, following correct escalation procedures
• Provide technical support to all Vivi stakeholders with the priority being 1st - 2nd level to Vivi customers & 1st - 3rd level to internal staff. You will manage and resolve incoming requests and incidents in Jira Service Desk within SLA’s
• Become an SME on the Vivi product for the US region
• Understand network concepts & terminology and be able to diagnose and troubleshoot issues on customer networks. An ability to communicate networking issues and recommendations to customers is crucial to the success of this role
• Providing superior support of the Vivi application across Mac, Windows & Android as well as supporting Vivi’s hardware
• Manage user access and account provisioning for various SaaS applications as well as supporting and troubleshoot desktop/hardware/mobile issues across Mac and Windows platforms
• Contribute to implementing modern technologies/tools/processes to improve efficiency and workflows globally
• Contributing to planning/brainstorming new features or iterations of the IT support/service desk
• Supporting onboarding and offboarding of Vivi employees
• Assist with end user training and enabling stakeholders to self-serve – this is for both Vivi customers and internal staff
• Creating documentation for internal and external stakeholders
• Delivering on BAU and prioritised project initiatives in line with the Vivi’s OKR’s and the Support Teams initiatives and business priorities occasional travel required 

Typical day to day activities may include...

• Working with the Support Team Leader and fellow Support Engineers to share knowledge and escalate complex issues where required
• Providing technical support to Vivi customers which range from supporting the Vivi Application across Mac, Windows & Android platforms, the Vivi hardware (running our customised firmware) and Vivi Central – our software management platform.
• Testing & replicating customer reported faults across different platforms and providing solutions or workarounds in the event a bug has been found whilst following correct escalation procedures
• Provide internal technical support, system configuration, incident management and training across a range of SaaS and cloud platforms which includes (but not limited to): Office365, Microsoft Azure, Slack, HubSpot, Atlassian suite, Zoom & others
• Provide training to customers and staff around features or issues with the Vivi product
• Providing systems training and support for Vivi staff for internally used SaaS applications
• Installing, configuring, and maintaining Vivi’s Windows and Mac fleet with software and hardware solutions

Experience:

• Minimum of 3+ years’ experience in a technical support role with a good understanding of networking technologies
• Be able to demonstrate a high level of attention to detail in all areas of IT support and the ability to work autonomously to prioritise, multi-task and work in a fast-moving environment
• Well-developed interpersonal and communication skills with strong customer service focus
• Strong problem analysis and problem-solving skills
• Strong understanding and experience supporting Apple, Windows & Android environments
• Broad understanding of common desktop applications, systems administration and cloud technology

Required Skills:

• Experience working in O365 & Azure AD
• Atlassian Suite (Jira Service Desk and Confluence)
• Diagnosing & troubleshooting networking issues across ethernet and Wi-Fi

Highly Desirable Skills:

• Certifications: ITIL, CCNA, AWS, CompTIA
• Prior experience within SaaS or EdTech environments
• Agile ways of working
• Exposure to Cyber Security and best practices
• Exposure to AWS
• Scripting, automation & PowerShell
• Vendor Management experience
• Asset management
• Big points if you have any MDM experience (and rolling it out) – Intune/Autopilot and JAMF