IT Support Engineer, Warby Parker

• Backed by 1+ year of Help Desk support experience, preferably in a large enterprise environment with many remote users
• Experienced with user access management processes, including user account onboarding and offboarding, mid-lifecycle role changes, and access approvals
• Capable of supporting and troubleshooting iOS, macOS, Chrome OS, and Windows devices
• Familiar with basic network protocols and troubleshooting
• An excellent communicator who’s confident providing remote assistance over the phone, via chat, or through tickets
• Familiar with the latest troubleshooting techniques, as well as A/V fundamentals
• A proactive, resilient problem solver and multitasker
• Passionate about technology
• Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

Desirable

• Answer, resolve, or escalate all technology requests coming from associates in our Optical Labs, Retail Stores, and Corporate offices
• Take on non-ticket related tasks, such as new-hire account provisioning and hardware preparation and collection
• Reduce incoming ticket volume by collaborating on a variety of projects to resolve issues quickly and effectively (e.g., stocking our self-service hardware shelf, writing how-to articles)
• Ensure business continuity by responding to, troubleshooting, and resolving internet outages at our retail locations
• Participate in a seven-day on-call rotation for after-hours support