IT Engineer

OpenStore is reimagining the future of e-commerce. Leveraging technology and our expertise in operating the most Shopify stores in the world, we acquire stores and offer managed services to Shopify entrepreneurs. In doing so, we’ve provided millions of dollars to entrepreneurs all over the country, helping them turn their stores into passive income and freeing up their time to start something new.

In the near future, we’re bringing spontaneous discovery to online shopping through a consumer marketplace. Our company was started in 2021 by top investor and operator, Keith Rabois, and is backed with $150M+ from investors such as Atomic, Founders Fund, General Catalyst, Khosla Ventures and Lux Capital.

As an IT Engineer, you will be responsible for providing technical support to end-users, maintaining IT infrastructure, and implementing solutions to enhance system efficiency and reliability. You will work closely with cross-functional teams to troubleshoot complex technical issues and ensure the smooth operation of IT systems. You will spend time working with tickets that have been submitted by teammates to the IT Help Desk through various channels, including chat, phone, email, and walk-ups. Some tickets you will work through to resolution, and some you will need to collaborate or escalate to other teams for assistance. You will act as an IT Liaison for our new employees helping to assist in setting up their laptops and other devices/accessories. Sometimes your job is simply to grant permission to a user once you have obtained or verified their eligibility. You are obsessed about upholding the highest standards of customer service, maintaining security protocols, and ensuring OpenStore operates smoothly and efficiently.

WHAT YOU’LL DO:

• Provide extended business hours technical support across all OpenStore sites (Miami, San Jose, NYC, and LA)

• Troubleshoot and resolve hardware, software, and network issues for laptops, servers, AV systems, printers, and peripherals.

• Install, configure, and maintain operating systems, applications, and software patches.

• Monitor IT infrastructure and perform routine maintenance tasks, such as, optimizing cost efficiency, planning for storage and network capacity, ensuring system and network uptime and performance, and scanning security vulnerabilities.

• Conduct user training/Q&A sessions and create documentation to promote IT best practices and improve end-user proficiency.

• Accurately log/document troubleshooting steps, resolutions, and system configurations in a knowledge base for future reference.

• Follow internal asset and inventory management processes for both hardware and software

• Collaborate with internal teams and external vendors to resolve escalated technical issues and implement system enhancements.

• Identify and research routine technical problems of varying complexity and follow through to resolution

• Stay informed about emerging technologies, industry trends, and best practices in IT support and service delivery.

• Ensure the highest levels of customer service in a collaborative environment while helping people resolve issues and problems

• Maintain a balanced focus on security and efficiency, keeping company values at the forefront of all decisions

• Travel occasionally to other OpenStore sites as required

WHO YOU ARE:

• You are passionate about assisting people in problem-solving

• You thrive in a fast paced customer service environment, preferably within a technical organization

• You enjoy supporting and troubleshooting macOS and/or Windows platform issues

• You've spent time working in and around iOS and/or Android platforms

• You really know your way around the setup and configuration of end-user laptops, computer hardware, software, printers, phones, cell phones, and peripherals

• You are at ease using cloud-based communication services such as Slack, Gmail, and Zoom to collaborate with others

• You are proactive in identifying, preventing and eliminating common issues, and educating customers with helpful self-service guides and best practices

• You want to help create a Help Desk people LOVE!!!

WHAT YOU HAVE:

• Bachelor's degree in Information Technology or related field

• 2+ years of experience in IT related role

• Strong technical expertise in troubleshooting hardware, software, and network issues

• Experience with administering operating systems (Mac/Windows), and productivity/collaboration tools (Google Workspace, MS Office 365, Slack, Clickup, Jira, etc.)

• Experience with Okta and/or other SaaS-based identity management solutions

• Experience with Kanji, or other MDM solutions

• Experience with cloud platforms (e.g., AWS, GCP, Cloudflare, Azure) is a plus

• Excellent communication skills and ability to work effectively with diverse stakeholders.

• Ability to document complex technical issues consistently and thoroughly

• Strong problem-solving skills and attention to detail.

• Familiarity with network topology, ITIL framework and service management principles (ITIL certification is a plus).

• Strong communication and interpersonal skills, with the ability to work effectively in both independently and collaboratively

• Ability to move equipment as necessary - up to 50lbs

OpenStore is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work. If you require any accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.