IT Support Engineer

Job Description

We're searching for an experienced IT Support Engineer, someone who not only grasps our intricate technical offerings but excels in delivering an exceptional hands-on IT experience to our global teams. Strong problem-solving and communication skills are essential for success in this role, along with a deep technical understanding of IT systems, networks, and software applications.

As an IT Support Engineer, you will:

• Respond quickly and effectively to global IT requests received through the IT Support system (JIRA).

• Configure and maintain all IT equipment and services, encompassing computers, network switches/WiFi, conference rooms, security systems, and back office systems.

• Manage Windows & macOS endpoint installation, upgrades and troubleshooting utilizing MDM tools.

• Design, develop, and optimize AI-driven solutions, including ChatGPT prompts and advanced AI bot functionalities.

• Maintain a reliable local network infrastructure for the Cedar Rapids customer care team, keeping business processes running smoothly without interruption. 

• Conduct in-depth root cause analysis of recurring technical issues, identify underlying problems, and propose long-term solutions to prevent future incidents.

• Create technical documentation, guides, and knowledge base articles for internal use and provide training to staff as needed.

• Take the initiative to pinpoint opportunities for enhancing IT services, and actively lead these projects to completion while demonstrating a significant level of autonomy throughout the process.

• Be prepared to work flexibly during out-of-hours schedules when on-call duties or IT maintenance tasks arise.

Qualifications

• A minimum of 5 years of experience working in IT Support Engineering

• Outstanding customer service abilities, with a keen attention to detail and a commitment to thorough follow-up.

• Posses a strong understanding of networking and be able to troubleshoot onsite issues that may arrise.

• Availability for participating in a monthly on-call IT Support rotation is mandatory.

• Passion for IT Engineering and an eagerness to learn new technologies.

• A commitment to delivering superior customer support within a complex, global organization highlights your dedication.

• Your proficiency in identifying issues and building solutions showcases your problem-solving abilities

• Your ability to actively seek process improvement opportunities through automation illustrates your forward-thinking approach.

Additional Information

We are Wix’s IT Team. We provide technical assistance and support to Wix employees regarding computers, servers, hardware, software, and events on a global scale. We take care of everything from configuration to control and maintenance, troubleshooting, and monitoring, using the newest technology for device management services, Ansible, and automation engines. We build fully automated processes for monitoring, purchasing, security incidences, SLM, CRM, etc.

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Working Shift:

This position is based at our Cedar Rapids office and requires onsite attendance Monday through Friday, from 9:00 AM to 6:00 PM.

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In addition to a competitive compensation package and opportunities for professional growth, Wix offers comprehensive benefits to support the well-being and financial security of our employees. Our benefits include:

• Comprehensive health & life benefits including fully covered medical, dental and vision.

• Generous and flexible time off for personal recharge and special life moments

• Emotional and mental health support programs

• Allowances supporting nutrition, fitness, and productivity

• 401K matching, with no vesting period

• Equity & ESPP -

• We grant RSUs (restricted share units) to all of our employees. We believe that our employees directly impact our success and thus should benefit from our successes.

• All employees are also eligible for the ESPP (Employee Stock Purchase Plan) allowing employees a unique opportunity to benefit from Wix’s success by purchasing Wix shares at a discounted rate.