Merchant Technical Support Jobs (NOW HIRING)

Hi! Tech, a dynamic IT and technology consultancy located in New York City, is excited to announce an opportunity for a talented, enthusiastic, and personable technical professional to become a vital member of our team.

We are seeking a Technical Support Specialist who will play a crucial role in providing exceptional technical support and solutions to our clients. As part of our dedicated IT support team, you’ll be responsible for diagnosing, troubleshooting, implementing, and optimizing an extensive range of IT hardware, software, and network systems. Your expertise will encompass various technologies, including operating systems (macOS, Windows, Chrome OS), SaaS applications (such as G Suite, Dropbox, Slack), networking protocols (DNS, DHCP, VPN, TCP/IP), and endpoint management solutions (MDM).

In addition to your technical skills, you will cultivate strong client relationships, offer insightful consultations, and ensure that our technology aligns seamlessly with client needs. As a proactive problem-solver, you will excel at simplifying complex technical concepts for our non-technical audiences.

You will report to one of our Managers, who will provide you with both technical guidance and professional support. Collaboration withteam members, including AV Support Specialists and Network Engineers, will be key in ensuring we deliver comprehensive technology solutions to our clients. We look forward to the possibility of welcoming you to our team!

What We Offer:

• Competitive pay
• Generous paid time off
• Full benefits packages (medical, dental, vision, 401K, and life insurance)
• Opportunities for growth
• Great company culture

A Successful Candidate:

• Takes initiative, is proactive, and self-motivated
• Strives for excellent communication with clients and team members;
• Thrives in the face of uncertainty, excited to create solutions;
• Is an excellent problem solver;
• Effectively communicates complex ideas or topics to a non-technical audience;
• Takes initiative and self-motivating;
• Has a strong internal locus of control;
• Believes in consistent professional development and growth;
• Is highly-likable; and,
• Is well versed in all things IT and tech-related, with a wide breadth of knowledge across software, hardware, networking, and security disciplines.

Key Responsibilities:

• Diagnose, troubleshoot, and resolve complex IT hardware, software, and network-related issues efficiently, providing both on-site and remote support for clients across macOS, Windows, and Chrome OS.
• Provide comprehensive technical support, training, and guidance to end-users on the operation of various IT systems and applications.
• Partner with on-site teams in troubleshooting intricate IT systems, particularly within complex environments.
• Maintain proactive, clear, and regular communications with customers and internal stakeholders across all applicable channels (e.g., Slack, Google Chat, Email, Jira, etc.).
• Actively contribute to the creation, refinement, and maintenance of technical documentation and Standard Operating Procedures (SOPs), incorporating on-site learnings, customer feedback, and best practices.
• Liaise effectively with manufacturers and service providers for equipment procurement, advanced technical support, and repairs, including managing Return Merchandise Authorizations (RMAs).
• Collaborate effectively with other IT specialists, external contractors, and system integrators during troubleshooting, repair procedures, and new installations.
• Provide detailed, accurate, and timely reporting of work completed for client deliverables.
• Install, configure, and test a wide range of IT equipment, including desktops, laptops, peripherals, and network hardware (modems, firewalls, switches, access points).
• Configure and administer SaaS applications such as G Suite, Dropbox, Slack, Jamf, Atlassian Suite, 1Password, OneLogin, and Active Directory.
• Manage device enrollment and asset management for client hardware.
• Perform proactive maintenance, system diagnostics, and firmware updates for IT systems to ensure optimal performance, reliability, and longevity.
• Assist in designing and implementing new IT solutions and upgrades for existing client systems, ensuring alignment with client requirements, industry best practices, and Hi! Tech’s standards.
• Consult with clients to assess their IT needs, understand their objectives, and recommend appropriate and innovative solutions or system enhancements, including researching best-in-class hardware, software, and peripherals.
• Manage and maintain an organized inventory of IT equipment, spare parts, and accessories.
• Perform onboarding and offboarding of clients' team members in a friendly, professional, and sensitive manner.
• Manage software licenses and perform account recertifications.
• Run, terminate, and test network cabling, and implement and configure network hardware, understanding concepts such as DNS, DHCP, VPN, and TCP/IP protocols.
• Analyze existing technology-related pain points and provide effective and budget-conscious recommendations to client management teams.
• Deploy and operate various video conferencing solutions.
• Deliver timely, detailed, and accurate time tracking and reports on completed work for client deliverables.
• Maintain clear and accurate documentation for IT processes, procedures, knowledge base articles, troubleshooting guides, and change logs.
• Create and maintain processes and documentation for IT operations.

Experience & Qualifications:

• Bachelor's degree
• 2+ years of post-collegiate technical experience
• Extremely detail-oriented
• Ability to project manage complex, nuanced efforts from start to finish
• Proven ability to work successfully with limited supervision
• Ego-less personality with excellent teamwork and communication skills
• High empathy and bedside manner for end-users
• Ability to explain complex technical ideas to a non-technical audience
• Ability to deep-dive into research and find fixes when faced with unfamiliar technical hurdles or blockers
• Perseverance, resilience, and scrappiness in the face of challenges
• Ability to work effectively whether on-site, on the go, or remotely
• Ability to work in varying office cultures and able to blend in and work quietly and discreetly (when needed)
• Deep knowledge of Google Workspace (G Suite for Business)
• Experience implementing and administering MDM systems (Kandji, Jamf, Mosyle, etc.)
• Understanding of ISP and networking hardware (modems, firewalls, switches, access points) along with concepts such as DNS, DHCP, VPN, and TCP/IP protocols
• Experience with planning and deploying Ethernet cabling, networking hardware, and related infrastructure
• Ability to troubleshoot Wi-Fi and wired network connectivity, and to improve overall network performance and security
• Experience deploying and operating a variety of video conferencing solutions
• Understanding of basic audio hardware (mics, mixers, etc.)
• Knowledge and understanding of interoperability (and limitations of), all common digital and analog cables and interfaces (Ethernet, HDMI, USB-C, DVI, etc.)
• Must be trustworthy and able to maintain the confidentiality of all sensitive client data (able to sign NDAs as required)
• Ability to effectively and accurately use a tape measure, hand tools, a power drill, and be comfortable on a ladder

Friendly technologists providing tailored solutions for your business. We focus on the tech, so you can focus on success.

We pride ourselves on being a unique organization in today’s technology landscape. Born in 2013 out of a couture home IT support company in Brooklyn, Hi! Tech strategically pivoted into the business-to-business (B2B) client world and grew into a firm capable of taking on large-scale projects. All client experiences over the past 10 years have contributed to our evolution and helped us to become who we are today - a team of consultants who provide boutique, premium IT and technology support to our clients. Our organic growth has come from a strong client base and their referrals, the best testament to the work we do every day.

So who are our clients? They exist in all ends of tech-forward industries, from television and digital media production to health and beauty to e-commerce and retail. We meet our clients where they are, and design and execute fully customizable IT solutions based on the growing needs of their business!

Ways of working within our internal teams are collaborative and conversational, and we prioritize open communication and knowledge sharing. When your people come from as wide-ranging professional backgrounds as ours do, you always have something to learn from one another! Some questions we ask ourselves constantly: How can we do better? How can we make our work excellent? Our team members help push us to get there, and we grow alongside them.

We believe in and are proud of taking care of our people. We offer competitive salaries and a complete benefits package, including generous paid time off, a 401(k) with a company match of up to 4%, medical, dental, and vision insurance with company contributions, life, and long-term disability insurance, commuter and cell phone reimbursements, IncentFit and CitiBike memberships, all paid for by the company.

At Hi! Tech, we are committed to fostering an inclusive and accessible workplace. If you require reasonable accommodations during the application or interview process due to a disability, please contact us. We are excited to work with you to ensure a positive and equitable experience.