Technical Support Administrator III - IT
Offer summary
Qualifications:
Minimum bachelor's degree in computer science or a related field., 4-6 years of IT End user support experience along with system administration preferred., Proficient in both written and spoken communication, with prior exposure to working with users worldwide is advantageous., Understanding of Information Technologies including Cloud/Azure, Windows OS, MAC OS, and Office 365 environment..Key responsabilities:
- Serve as the escalation point for issues that are unable to be resolved by 1st tier IT support.
- Identify, investigate, and resolve users' problems with various devices and software.
- Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents in Jira Service Management.
- Produce and disseminate training materials and write Knowledge Base articles for users.
Job description
As a member of the ShipBob Team, you will...
- Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
- Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
- Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.
Location: India – Remote
Role Description:
The Technical Support Administrator III will ensure service levels, support quality, and customer satisfaction targets while being a key driver for End User Support, IT operations, and incident management. This role employs, maintains, and improves standardized procedures and policies for technical support. The Technical Support Administrator III meets service level objectives and agreements and monitors metrics and service level indicators to ensure compliance. This role is responsible for taking ownership of problems, proposing solutions, and owning the resolution or ensuring clear hand-off to the right owner. This role reports to Manager, Information Technology.
What you’ll do:
- Serve as the escalation point for issues that are unable to be resolved by 1st tier IT support.
- Identifies, investigates, and resolves users' problems with desktop, laptop, mobile device, cloud, and enterprise software, hardware, and networks. Provide support for Windows computers, Apple computers, printers, peripherals, networking infrastructure and other computer related devices.
- Manage IAM (Entra ID) in enterprise environment
- Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents in Jira Service Management.
- Work with 3rd party service providers to resolve issues as needed.
- Provide guidance and best practices regarding technologies pertaining to end user computing in a remote first, cloud first environment.
- Write Knowledge Base articles, FAQs, help manuals, how-to guides, troubleshooting documentation in confluence knowledge base.
- Produces and disseminates training materials for users.
- SLA monitoring and review meetings.
- Ensure consistent process implementation across the team through regular communication.
- Other duties/responsibilities as necessary.
What you’ll bring to the table:
- Minimum bachelor’s degree in computer science or a related field.
- Proficient in both written and spoken communication, with prior exposure to working with users worldwide is advantageous.
- 4-6 years of IT End user support experience along with system administration preferred.
- Understanding of Information Technologies (Cloud/Azure, Windows OS, MAC OS, Office 365 environment, Network technologies).
- Intune / Mosyle / MDM platforms.
- Experience with app packaging, configurations, and compliance policies for Windows, Mac, and mobile devices.
- Knowledge of Single Sign-On and SCIM enablement.
- Proficiency in PowerShell scripting and PowerApps.
- Experience in configuring, managing, troubleshooting Windows / Mac endpoints.
- Hands on experience in IT ServiceDesk ticket management line JSM, ServiceNow, BMC remedy.
- Availability for on-call escalation support including weekends and holidays.
- Experience working in a hybrid environment of remote & onsite support.
Perks & Benefits:
- Medical, Term & Accidental Insurance
- All Purpose Leave (casual & sick time): 12 days
- Earned Leave: 15 days
- Public Holiday: 12 days
- Generous Maternity & Paternity Leave
- Quarterly Wellness Day
- Work From Home Allowance
- See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.
About You:
The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.
Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).
About Us:
ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, Mexico, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.
ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Required profile
Experience
Other Skills
- Collaboration
- Communication
- Problem Solving
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