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Cognition Posted 30+ days ago

IT Support Engineer

Location

San Francisco

On-site

Contract

Permanent

Full-time

Salary

Not disclosed

Experience

Not specified

What they're looking for

  • A track record of remaining hands-on in frontline enterprise support while raising standards for issue quality, troubleshooting, and employee experience.
  • Demonstrated experience operating in high-volume support environments that combine queue-based service with walk-ups and workplace technology support.
  • A developed point of view on support quality, prioritization, escalation, and where documentation, self-service, or automation will improve the employee experience.
  • Strong troubleshooting experience across macOS and Windows endpoints, mobile devices, identity and access, SaaS applications, conferencing, and network connectivity.
  • Experience working within an ITSM queue and maintaining high standards for ticket ownership, categorization, SLA performance, documentation, escalation, and follow-through.

Tech stack

Read the full job posting

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