Do you want to be a part of a collaborative team for a growing eCommerce company? We are looking to grow our Call Center IT Support Team by bringing on talented, motivated individuals looking for a broad scope of technical support. Our Service Engineers play a critical role in providing direct technical assistance to Wayfair's employee user base on premise or off-site via phone, ticket, email, and remote support interactions, while maintaining a persistent point of contact between business and technology staff. This team also plays a crucial role in handling and resolving complex technical issues in the areas of product functionality, architecture, and defect correction by achieving proficiency across Wayfair's expansive internal software toolset and swiftly and seamlessly transitioning issues to Infrastructure and Software engineering support when applicable.
Provide First level support to Wayfair employees for all IT-related concerns and technologies such as: Windows desktops and Windows Server, Exchange Server 2010, Skype for Business, Active Directory, DNS, DHCP, File/Print Services, Spam/Virus Protection, VOIP telephony, Cisco networking, Google G Suite, Cisco VPN, and our own proprietary software
Maintain, analyze, and troubleshoot hardware, software, and computer peripherals
Ensure Call Center personnel are able to utilize their hardware and software; Cisco phones both hardphones and softphones, Cisco Finesse, Calabrio Call Recording, and Headsets.
Support internally developed software tools that enable Call Center personnel to complete orders being placed by Wayfair customers
Utilize Microsoft SCCM to image PCs and deploy software
Support conference room equipment and prepare rooms for teams, vendors, and company-wide events.
Deploy, configure, and maintain equipment.
Field phone calls or chats throughout the day from internal employees.
Troubleshoot and support our Ethernet networks (LAN/WAN) and VPN connectivity
Help seek out and implement ways to make all system and process more efficient
Monitor and prioritize various incoming emails, phone calls, and alerts through our ticketing system
A high degree of technical aptitude and troubleshooting skills
Solid understanding of Microsoft technologies - Active Directory experience, including user/computer, user profile, and Group Policy Object management
A strong sense of customer service, attention to detail, and desire for organization
Team Player, willing to share knowledge and pitch in wherever needed.
Experience in a helpdesk or other service-oriented IT role a plus
Scripting/automation experience with Powershell, SQL, VBScript, PHP, a plus
Able to lift 20/30/50 pounds regularly
Excellent interpersonal and team building skills willingness to work as part of a large group
An easy-going attitude and strong sense of humor
A positive, people-oriented and energetic attitude
An analytical, creative, and innovative approach to solving problems
An interest in working hard and being challenged in a fast-paced environment, and having fun while doing it