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Warby Parker // boutique-quality eyewear retailer
Engineering, Full Time    New York City    Posted: Friday, December 03, 2021
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At Warby Parker, weve proven that businesses can scale, be profitable, & do good in the world. Now, were searching for a motivated IT Support Engineer to join our 80+ person Technology team to help take this mission to the next step.

Our Technology Services team is all about figuring out why an issue exists, where its root cause lies, & how to implement a solution that allows people to self-solve in the future. (And weve seen success; as our company has grown, our incoming ticket count has decreased year over year.) In this role, you will use your technical savvy to tackle the same sort of questions, engineer even smarter solutions, & support our Help Desk for two offices, two optical labs, & 140+ retail stores. Project to project, working here is an exciting opportunity to build products & services at the intersection of medical devices, e-commerce, retail, & fashion. 

Our ideal candidate is a great collaborator with the technical chops to support the IT needs of our growing company. If you're a motivated support engineer who takes your work seriouslybut not yourselfyou may be just what we're looking for. Read on!

What youll do:

  • Answer, resolve, or escalate all requests that appear in our Retail & Corporate Help Desk ticket queue
  • Take on non-ticket related tasks, such as new-hire account provisioning & hardware preparation & collection
  • Reduce incoming ticket volume by collaborating on a variety of projects to resolve issues quickly & effectively (e.g., stocking our self-service hardware shelf, writing how-to articles)
  • Ensure business continuity by responding to, troubleshooting, & resolving internet outages at our retail locations
  • Participate in a seven-day on-call rotation for after-hours support

Who you are:

  • Backed by 1+ year of Help Desk support experience, preferably in a large enterprise environment with many remote users
  • Capable of supporting & troubleshooting iOS, macOS, Chrome OS, & Windows devices
  • Familiar with basic network protocols & troubleshooting
  • An excellent communicator whos confident providing remote assistance over the phone, via chat, or through tickets
  • Familiar with the latest troubleshooting techniques, as well as A/V fundamentals
  • A proactive, resilient problem solver & multitasker
  • Passionate about technology
  • Not on the Office of Inspector Generals List of Excluded Individuals/Entities (LEIE)

Extra credit:

  • Familiarity with Jamf Pro
  • Experience managing Google Workspace
  • A working knowledge of Active Directory

Some benefits & perks of working at Warby Parker:

  • Health, vision, & dental insurance
  • Flexible My Time vacation policy
  • Retirement savings plan with a company match
  • Parental leave (non-birthing parents included)
  • Cell phone plan reimbursement
  • Free eyewear, plus discounts for friends & family
  • And morejust ask!
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