TechOps Administrator

About The RoleWe are looking for a technically skilled candidate with strong problem-solving abilities to join our team as a TechOps Administrator. This role is located in Perth Amboy, New Jersey and will report to the TechOps Manager.
As our TechOps Administrator you will provide hardware and software support for a variety of technical issues while ensuring the highest-level customer service. You will flex between retail, authentication, and corporate office locations in NY and NJ areas to support operation of critical infrastructure under guidance of TechOps leadership and engineering. Additionally, you will be responsible for administering a wide range of platforms in support of the business. This role provides day to day support for application, hardware, and networking issues for our growing company, The RealReal. TechOps Administrators are key contributors to technical projects, audits and QA. You will have the opportunity to tap into your interpersonal skills as you interact with colleagues from various departments and executive levels. You will listen to their technical needs, understand their problems, and implement technical solutions - helping our employees thrive in their daily work and giving them a positive experience.

What You Get To Do Every Day

Support

• Provide technical support and assistance to all employees, both on-site and remote
• Respond to the daily queue of support requests in a timely and efficient manner
• Travel between sites in NY/NJ area to provide hands on support for local endpoints and infrastructure
• Properly record, track, and document ticket/incident information and escalate problems (when required) to the appropriate team
• Watch for and communicate support trends
• Identify and escalate outages to appropriate parties
• Provide guidance to junior TechOps team members and identify opportunities to assist in their growth
• Perform on/off boarding of employees
• Create, add, and modify accounts and services across our various platforms
• Maintain Audio/Video and conferencing equipment
• Strive for customer service, maintain transparency, communicate priorities
• Maintain an approachable atmosphere with teammates and end-users
• Some weekend hours of coverage to be expected 
• Provide rotational on-call support 

Projects

• Highlight opportunities for proactive project initiatives
• Debate, align, and commit on active and upcoming projects to improve outcomes and timelines
• Assist with on-site testing of new technologies within local auth center as directed by senior TechOps staff
• Contribute to installation of new/refreshed technology within local sites
• Participate in annual retail store tech health checks & tech installation for  new store openings 
• Assist with hosting of live company events across local sites
• Partner with Facilities to execute general desk/equipment moves, additions, and changes within local auth center

Asset Management, Auditing, and Deployments

• Participate in regular audits of deployed and stored inventory using the asset management systems
• Receive, test, and provision endpoint hardware (laptops, desktops, phones, peripherals)
• Manage, update, and maintain records in the asset management tool
• Contribute to migrations between systems and services, vendors, and platforms
• Update any outdated information discovered in KBs while performing daily work

What You Bring To The Role

Minimum Requirements:

• 2-4+ years of experience in a technical support role 
• Knowledge and experience supporting, troubleshooting, and configuring MacOS, Windows, iOS, and Android devices
• Experience supporting Google Workspace or similar platform (e.g. Office 365)
• Identity & access management (IAM) experience (Sailpoint, AD, LDAP, or similar directory based systems)
• Proficiency managing support inquiries via ticketing system  (Freshservice, ServiceNow, Zendesk, etc)
• Single sign on (SSO) and multi-factor authentication (MFA) support experience  
• Mobile Device Management Tools (Jamf, Intune)
• Networking principles (DHCP, DNS, SSID), Meraki experience is a plus
• Strong writing skills, ability to clearly document work and meaningfully communicate with end users, vendors, and business partners
• Excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand
• Demonstrated ability to work well in a fast-paced, iterative, deadline-driven environment
• Collaborative with proven ability to work closely with teammates as well as non-technical employees to drive cross-functional business initiatives
• Curious nature with a strong desire to understand how and why things work
• Ability to organize, prioritize, and meet established deadlines
• Foundational tech certification (A+, Google IT Support) or Technical degree from an accredited school can substitute for part of the experience requirement
• Ability to rotate between NYC, Perth-Amboy, and Secaucus locations
• Ability to travel 10%

Compensation, Benefits, + Perks

• Employee Stock Purchase Plan

• 401K with Company Match

• Medical, Dental & Vision Insurance

• Paid Parental Leave

• 9 Paid Company Holidays

• Flexible Time Off (With Manager Approval)

• Find out more about our Benefits here.

The expected salary range for this role is $63,036.00-$84,048.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 40 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service. 

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.