Job Description: Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal's 244 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.
Desktop Support Tech
The Onsite, Level 2 Support Technician will be responsible for providing a complete end-to-end solution for any requests or issues coming from the PayPal business, Senior Leadership team and Executive Staff based out of Newton, Massachusetts
As a member of the Level 2 Support (L2) Team, you will interface daily with the employees of PayPal, Paydiant, Braintree Payments, & Venmo, as well as other IT staff members through mediums such as face-to-face, phone and email/slack/service management toolset, to deliver excellent IT services.
L2 support team members demonstrate an ongoing commitment to PayPal values. You must be receptive to management direction and coaching to increase your individual and team effectiveness. This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, and thrives on adroitly solving user's technical issues in a timely manner.
Core responsibilities include but are not limited to:
Ticket & queue management using ITSM/SmartIT
Provide local/in-person technical support for Executive level clients and assistants in the Newton site
Provide technical phone support as needed, for Executive level clients & assistants
Provide ad-hoc off-site event support for executives to facilitate meetings and productivities.
Available to be on-call for escalated requests occurring during non-business hours (where scheduled)
Ability to communicate with Executive customer base, management and other IT functional areas.
Contribute to the development and growth of the L2 and Executive Support Program
Potential to lead projects that advance the capabilities of our Senior Executives and support staff
Provide excellent customer service and have the ability to diffuse heightened end-user sensitivity
Must have at least 3-5 years' experience working in an IT support function. Successful candidates will have strong interpersonal skills, a confident presence, adept logical troubleshooting, testing experience, project management, and root cause analysis.
Desirable candidates will possess a firm understanding of four or more of the following areas:
Microsoft operating systems Win 10
Mac OS: Sierra, High Sierra
Remedy ITSM and SalesForce or similar management tool(s)
Microsoft Office 365 suite
Video conferencing technologies; Polycom, Skype for Business
Audio conferencing technologies
Remote and/or collaborative web technologies
PC and Network Security
Must have extensive experience with Windows, Mac OS X and mobile technologies. Candidate must have experience supporting Microsoft Office and Exchange/Outlook.
Ideally has a B.S. in Computer Science, MIS, CIS, IT, or technical related field
Equivalent experience may also substitute for a degree. MCSE or MSTSC highly desired.
Acts with Integrity and Trust
Focus on Results
Drives For Results
Focuses on Community and Customer Needs
Makes Effective Decisions
Uses Functional / Technical Skills
Leading Organizational Change
Deals with Ambiguity
Demonstrates Intellectual Capability
We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.
PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.