Senior IT Support Technician

As a Senior IT Support Technician at Perch Energy, you will play a crucial role in providing comprehensive technical support to ensure the smooth operation of end-user devices and timely resolution of technical issues. Your responsibilities will include: - Providing technical support for MAC and Windows operating systems, troubleshooting hardware and software issues, and ensuring optimal performance of end-user devices - Utilizing Jira for efficient ticket management, ensuring timely handling of user requests and incidents - Collaborating with cross-functional teams to address user needs and deliver effective technical support using Jira - Resolving complex technical issues escalated by the support team, ensuring timely resolution and customer satisfaction - Assisting in the development and maintenance of IT support processes, procedures, and documentation to ensure consistent and efficient service delivery - Monitoring and analyzing support metrics to identify areas for improvement and implementing corrective actions - Staying updated with the latest technology trends and advancements in IT support to enhance knowledge and contribute to continuous learning within the team - Collaborating with other IT teams to implement and maintain global IT infrastructure, systems, and applications - Providing guidance, coaching, and support to junior IT support technicians, fostering their professional growth and development Qualifications required for this role include: - Bachelor's degree in Computer Science, Information Technology, or a related field - Minimum of 5 years of experience in IT support, with a proven track record of providing exceptional technical assistance - Proficiency in supporting MAC and Windows operating systems - Experience managing IT support staff in a fast-paced environment - Experience working in a shift-based environment, providing global IT support - Strong knowledge of IT support principles, best practices, and methodologies - Familiarity with Jira Service Desk or similar ticketing systems for efficient ticket management and user support - Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and stakeholders - Strong problem-solving and decision-making abilities, with a keen attention to detail - Ability to thrive in a fast-paced work environment and manage multiple priorities effectively In addition to a competitive compensation package based on market standards, Perch Energy offers a variety of benefits including a hybrid work model, flexible leave policy, medical insurance, flexible benefit plan, awards and bonuses, annual performance cycle, quarterly engagement activities, and a supportive engineering culture that values diversity, empathy, teamwork, trust, and efficiency. Perch Energy is dedicated to eliminating carbon footprints and carbon copies. We also ensure that individuals with disabilities are provided reasonable accommodation throughout the job application and interview process, essential job functions, and other employment benefits. Feel free to contact us to request any accommodations.,