It Support Specialist Jobs

Who we are:

We are a brilliant team making our own history to evolve the ecommerce industry. Our mission is to accelerate the gross merchandise value of the internet by ending the pain of replatforming. Our products are centered around optimizing the digital commerce experience so everyone has the opportunity to shop seamlessly. We provide them with the last platform they will ever need.

Your next career move should be bold and we have the experience you are seeking. We build and ship products & solutions that enable merchants to compete and deliver a world class differentiated shopping experience online.

Are you a disruptor? We want your ideas, skills, and expertise to help build our products that will make customers happier when they shop online and we want to build these tools in such a way that any merchant can deploy these experiences painlessly and quickly, The best part? Every bit of your work at fabric will help scale the business of our customers.

No matter what field you are in, fabric has exciting opportunities for people who are passionate about making a difference and skilled at what they do!

Here are four questions you should ask yourself:

• Am I excited to collaborate with brilliant people?
• Do I believe in fabric's mission?
• Am I motivated to disrupt e-commerce?
• Am I eager to build cool things?

If the answer is yes, we want to talk to you!

Where we hire:

This role can be located in Ontario or British Columbia.

The IT Support Specialist is a part of the Global IT Support Team and provides tier I/II support. The IT Support Specialist manages the IT Service Queue. They are the primary point of contact for all IT Service-related issues. GSD works closely with each team on various projects and is the main source of support for the company. Thus, the IT Support Specialist needs to have a high level of customer service skills and be motivated to provide white-glove service.

Responsibilities:

• Take ownership of assigned tickets and track to resolution while meeting SLA’s. Create support tickets with our vendors/service providers to resolve issues reported by our employees
• Managing and administering software licenses for all employees
• Respond to tickets, calls, incidents, tasks while following standard procedures and escalation processes
• Provisioning and maintaining user accounts and group membership on various solutions including but not limited to GSuite, Slack, Computers and SaaS Applications
• Assist IT and HR departments in training and creating end-user documentation and enforcing IT policies, along Document ticket resolution and write procedures for the helpdesk knowledge base
• Provide IT Support Services for Fabric employees with technical issues via remote tools and ITSM solutions (Jira)
• Configurations and management of MDM tools/devices to assure proper security protocols are being met
• Inventory management, experience managing the entire lifecycle of corporate owned devices: deployment, configuration, repurposing and proper decommissioning
• Perform installations, configurations, upgrade jobs, basic repairs, and troubleshoot desktop equipment, resolve minor to significant hardware and software issues (SaaS Applications)
• Document ticket resolution and write procedures for the Service Desk knowledge base

Qualifications:

• Excellent skills collaborating with folks inside and outside of your team across multiple time zone
• Experience working with ITSM Tools and administering/configuring as necessary
• Experience with Google Workspace, Zoom, O365, MDM, Access provisioning and management
• Ability to multi-task tickets and projects while maintaining a high level of customer satisfaction
• Technical experience in OSX, iOS, Windows operating systems, Scripting Background
• Demonstrable troubleshooting methodologies and root cause analysis
• 3-5 years of experience in a similar role (IT Helpdesk/Service Desk)
• Experience running IT in a fast-paced, high-growth company
• Must be a team player willing to make every effort to make the team a success
• People-oriented with excellent customer service and good communication skills, verbal and written with particular attention to detail
• Fast learner, self-starter, proactive, positive, creative, and flexible
• Experience in a Remote-first IT environment

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. Duties and responsibilities of this position may change at any time with or without notice.

This role requires someone working in PST time zone.

What we bring to the table:

• PTO and Holiday plans
• A team invested in you both personally and professionally
• Competitive compensation packages
• Retirement Savings Plan
• Benefits packages which include Medical, Dental, Life, and Vision
• Fast-paced, fun and collaborative environment
• Wellness & Technology Programs

fabric requires all employees be fully vaccinated against COVID-19 in order to work in-person in our offices and externally with any third-parties, unless the employee requests and is granted an accommodation. Questions about this requirement should be addressed to fabric’s People team.