August 12, 2024

Front

OTHER

IT Support Engineer

Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from Click Up to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.

Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and Pager Duty. Front has received numerous Great Place to Work accolades, including Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area, Inc. Magazine's 2022 Best Workplaces list, Forbes Best Startup Employers 2022 List, and Best workplaces for Millennials 2022 list.
We’re looking for….
We are looking for an IT Help Desk Lead to provide IT support to Fronteers around the world, and show that Front is the best IT Support tool on the market! You’ll be joining a team of technologists who love to solve problems, and aren’t afraid to get their hands dirty. In this role, you’ll provide frontline IT support to our employees as well as utilize Front to design and provide a world-class IT support experience. As an internal champion of Front, you will have the unique opportunity to utilize the latest features before our customers, and provide continuous feedback to our product team – making Front an overall better product for our customers!
What will you be doing?

Deliver world-class IT support to all Fronteers globally.
Respond to user requests through our IT ticketing system (Front!) along with walk-up requests within defined IT SLAs.
Ensure the reliability of all day-to-day technology (Zoom Rooms, printers, phones, etc.)
Help maintain a growing library of IT documentation and support articles.
Write playbooks for how to handle different types of requests and issues.
Oversee all day-to-day help desk operations, pioneer new features in Front to enhance our IT operations, and set and report on help desk KPIs.
Own the technology training program for all new and existing Front employees, ensuring that all are well versed in our systems.
Maintain office IT inventory to ensure we always have the equipment in stock that we need.
Provide assistance on global Front projects as needed.
Participate in an on-call rotation for after hours requests.

What skills & experience do you need?

Engaged, thoughtful teammate who takes ownership over results and embodies a service mindset.
Proactively seeks out solutions to problems and works with appropriate stakeholders to drive resolution.
Intuitively and systematically breaks down complex and unstructured problems into actionable tasks.
A love of teaching users how to best use systems and transforming them from newbies to power users.
Track record of supporting users working in a cloud-forward organization. Familiarity with services like G Suite, Zoom, and Slack are required. Kandji, Intune, and Okta are preferred.
Experience managing and maintaining ITSM tools such as Fresh Service or Service Now. Bonus points for Front experience!
Deep Mac experience (at least 3+ years) and some Windows experience in an enterprise environment.
Passion for learning and technology; stays up to date with the latest technology trends, curious to learn about new technologies.
Active in driving projects forward, removing obstacles and gaining clarity. Intentionally makes room for discovery and research, then converges on a path of action.
Chooses the right method of communicating their thoughts with clarity and precision. Listens well and treats communication as a two-way road.

What we offer

Competitive salary
Focus Fridays - learn more here!
Wellness Days - Fronteers get an additional day off on months with no holidays
Holiday break - Our offices are closed from Christmas to New Year's Day!

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice & EU Privacy Notice