Our mission.As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.
The team.Indeed helps people get jobs, IT Solutions makes sure they always can. Our team vision is that, through providing quality, frictionless support, technology just works, empowering Indeedians to work anywhere, at any time. In doing so, we are able to meet the onboarding needs of our fast-growing staff and enhance company-wide productivity. With tech hubs in Seattle, San Francisco, Austin, Tokyo, and Hyderabad, we help Indeed improve people's lives all around the world, one job at a time.
As an IT Field Engineer, based out of one of our Indeed offices, you are responsible for providing world-class support as part of a global team, enhancing and enabling Indeedians’ technology experiences by resolving their technical issues. You will become an expert in our internal technologies and practices and will utilize that knowledge to remove technology roadblocks for our employees, ensuring they stay productive. Candidates must be passionate about technology, model customer service, be a leader with proven experience mentoring/coaching others, and have the ability to thrive in a fast-paced, high-pressure environment. Some travel may be required. This is a full-time position based in our Singapore office.
Provide direct customer support across a broad set of diverse technical disciplines, e.g. client computing, infrastructure, audiovisual technology, live event technology, networking, and system security, etc.
Recognized as having and demonstrates a deep understanding of technologies and tools used by IT Solutions. Leverages knowledge by being active in more complex conversations. Acts as an SME on technical projects and efforts.
Guides the team on how to move requests forward or bring them to closure, while meeting all SLA requirements. Takes on the more complex or technically challenging issues. Accepts responsibility for them when they are beyond other team members experience or skill level.
Proactive in identifying and resolving issues related to our infrastructure, both internally hosted and cloud-based. This includes items like, but not limited to email, printers, wired and wireless networks, video conferencing, VPN, and system access. Able to identify the root cause and escalate issues to resolution.
Sets expectations with ticket requesters, ensuring steps and actions taken are logged clearly, accurately, and in a timely manner. Assists team members in providing quality experiences to the customer.
Works with Infrastructure teams to troubleshoot and install network devices/servers and able to follow best practices.
Communicate highly technical details, clearly and concisely to customers, team members, and leaders.
Author and edit content for our internal Wiki/Knowledge Base.
Identify knowledge gaps and conduct training sessions to educate users and peers.
Lead efforts to identify and evaluate company-wide user hardware standards.
Fosters collaboration and information sharing and mentors team members.
Help the team avoid knowledge silos, you learn from and help teach those around you.
Complete other technical projects and tasks as needed.
Characteristics that set you apart, you:
Value world class customer service, enable positive customer experiences and understand the importance of end-user satisfaction
Enjoy change, rapid growth, and enthusiastically take ownership without hesitation in support of customers and your team
Analyze, organize, document, all with keen attention to detail
Are aligned behind and engaged with team Objectives & Key Result’s (OKR’s) in delivering services
Support peer-level communication expectations to address and resolve problems, using a collaborative approach with your teammates
Encourage and model a 360 feedback environment
Are excellent at troubleshooting and working through increasingly complex issues
Are calm and confident, you always maintain a friendly disposition -- even (and especially) under pressure
Are adaptable and ambitious, self-directed and motivated, and proactive
Able to work independently with no direct supervision.
Have a passion for using technology to prevent and solve problems. You strive for and deliver results that improve our process and streamline our workflow to improve the team’s experience
What we need from you:
Bachelor's degree in a technical field or equivalent practical experience
3-5+ years of IT experience supporting Mac OS
2+ year’s experience with working on backend systems (routers, switches, servers)
Advanced knowledge of G-Suite/Office 365
Advanced knowledge with troubleshooting and root cause analysis of the following technologies: LAN / WAN / Wireless network troubleshooting, Mac OS X, Windows, Linux, TCP/IP, DNS, DHCP, AD, VoIP, Zoom, Systems Management, and Security Policies
Experience supporting people remotely
Experience providing group and 1:1 training
Strong communication skills (verbal, written, quick thinking, open-mindedness, positive, and motivational) and ability to collaborate effectively across all levels of the organization, including senior leadership
The ability to maintain the confidentiality of sensitive information
Indeed is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.