Systems Support Specialist - US

At Kids2, we’re really good at what we do. And when we’re great at our jobs, we help parents be great at their jobs.

Parenting is demanding, and that’s where we come in. We want to reimagine how brands can make it easier for early stage parents – not by just selling them products, but by providing holistic solutions that transcend borders, categories and aisles.

No matter our title or department, at Kids2, our job is to create more tiny wins for parents, so they can create bright futures for their little ones. That’s a big task!

We’re serious about what we do, AND we love to have fun. Our team is hardworking, entrepreneurial, and passionate about helping families create millions, if not billions of tiny wins.

SUMMARY

Provides technical support and troubleshooting on a variety of subjects, including operating systems, business applications, various specialized applications, hardware configurations, peripheral devices, and all supporting processes.  Works as a liaison between helpdesk operations and infrastructure to bridge any gaps between efficiency and interoperability.   Primary communication medium to ensure both teams understand new technologies, changes, updates, etc.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

• Receive technical support requests and questions from end-users
• Respond to IT incidents and/or problems based on established SLA’s per ITIL 4
• Create and maintain a variety of Intune Configuration Profiles for Windows systems
• Create and modify user accounts in Microsoft Active Directory and Azure Active Directory
• Create and modify user accounts in other business applications
• Manage user accounts on premises and Microsoft Office 365 through mailbox migrations and license assignment
• Troubleshoot a variety of hardware, software, and network issues
• Use remote-connection technology to troubleshoot and resolve user issues; working from an open incident ticket
• Install and configure software packages and/or hardware solutions using the appropriate method of dissemination and roll-out
• Troubleshoot and resolve Tier 1 server issues (license, Citrix, printer, etc.) that affect client applications and access.
• Configure user access to and support Webex Calling
• Train end-users on the standard use of company equipment and best practices to ensure protection of network hardware and software
• Evaluate new hardware and software product versions and recommend upgrade or replacement based on business needs
• Work with vendors to troubleshoot and resolve issues related to their products and services
• Communicate to IT management when individual user issues may be indicative of a larger critical problem (server down, network outage, etc.) 
• Provide audio/video support, including video conferencing troubleshooting
• Follow strict privacy guidelines when handling sensitive and confidential data while providing support to end-users
• May participate in after-hours maintenance for projects
• Occasional travel for offsite hardware and software support
• Serve as on-site support in our main Atlanta office as part of a weekly rotation
• Create and update quality, comprehensive, user-facing documentation for training and troubleshooting purposes
• Other duties and responsibilities as assigned

QUALIFICATIONS & EXPERIENCE

• 2+ years’ experience in hardware and software installation and troubleshooting and resolving technical problems with computers, printers, and other peripherals in a Windows and Mac environment
• Extensive customer service interaction with the ability to communicate technical problems and instructions to end-users in terms that are easy to understand
• ITIL 3 or 4 certified
• 1+ Year of regular PowerShell experience (required) – skills test administered

EDUCATION & SKILLS

• Technical degree or equivalent work experience
• Knowledge of commonly used concepts and procedures for installing, maintaining, and troubleshooting technology hardware and software
• Proficiency in Windows and Apple operating systems
• Working knowledge of Microsoft Active Directory in creating and modifying user accounts
• Experienced in installation and troubleshooting Microsoft Office applications
• Familiarity with mobile device hardware and software (iOS, Android, Windows Phone, etc.)
• Proactive problem-solving and willingness to take ownership in analyzing solutions, proposing resolutions, and ensuring implementation
• Strong written and oral communication skills
• Experience working as part of a remote, geographically distributed team
• Effectively collaborate with team members to identify, plan, and deploy technical solutions
• Ability to work through complicated tasks while paying attention to detail
• Ability to multitask and work under deadlines to complete support requests and projects
• Familiarity with Cisco Meraki
• Working Knowledge of Intune and/or JAMF

COMPUTER/TECHNICAL SKILLS

• Must be proficient in all areas of:
• Installing, upgrading, and maintaining hardware and software in Windows and Apple operating system environments
• Microsoft O365 applications
• Configuring user computers
• Troubleshooting to diagnose and resolve hardware and software problems
• Installation and troubleshooting of printers
• Network connectivity configuration and support

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is regularly required to talk or hear.  The team member frequently is required to sit; have flexible use of hands; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The team member is occasionally required to stand, walk, and taste or smell.  The team member must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up 25 - 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
   

WORK ENVIRONMENT

• General office environment
• Work from home - Conditional on satisfactory job performance as determined by management.  Employee is expected to maintain consistent access to a home internet connection, a quiet workspace, and is reachable by messaging and video throughout the work day.

We offer competitive pay, flexible hours, and generous benefits. Plus, to keep things fun (because we are all kids at heart), we offer a host of team member activities and philanthropic efforts throughout the year and company-wide awards and recognition for a job well done!

Check out our website at www.kids2.com and our social media pages on LinkedIn, Facebook and Instagram for more information and open positions in the career section.

Drug Free Workplace M/F/D/V