PayPal Desktop Support Technician 1 in Guatemala City, Guatemala

Desktop Support Technician 1in Guatemala Cityat PayPal

Date Posted: 11/6/2018

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Job Snapshot

  • Employee Type: Full-Time

  • Location:

  • Job Type:

  • Experience: Not Specified

  • Date Posted: 11/6/2018

  • Job ID: R0039178

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 254 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The Onsite, Level 2 Support Technician will be responsible for providing a complete end-to-end solution for any requests or issues coming from the PayPal business, Senior Leadership team and Executive Staff based out of Guatemala City.

Desktop Support Technician

The Onsite, Level 2 Support Technician will be responsible for providing a complete end-to-end solution for any requests or issues coming from the PayPal business, Senior Leadership team and Executive Staff based out of Guatemala City.

As a member of the Level 2 Support (L2) Team, you will interface daily with the employees of PayPal, as well as other IT staff members through mediums such as face-to-face, phone and email/slack/service management toolset, to deliver excellent IT services.

L2 support team members demonstrate an ongoing commitment to PayPal values. You must be receptive to management direction and coaching to increase your individual and team effectiveness. This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, and thrives on adroitly solving user's technical issues in a timely manner.

This role will be primarily supporting employees at Guatemala City and remote telecommuting employees with the latest technology. As a Desktop Support Technician, you will be responsible to continue the troubleshooting and triage work started by our Global Service Desk. You will also help our employees with walk-up instant help questions as well. Both of these tasks require a commitment to timely customer communications and world class customer service skills. Great communication skills both verbally and written are key to success in this position; both to technical teams supporting the tools you use and our customers in business end-user terms.

Core responsibilities include but are not limited to:

  • Ticket & queue management using ITSM/SmartIT

  • Provide local/in-person technical support

  • Provide event support to facilitate meetings and productivities.

  • Ability to communicate with Executive customer base, management and other IT functional areas.

  • Provide excellent customer service

Job Requirements:

Must have at least 2-3 years experience working in an IT support function. Successful candidates will have strong interpersonal skills, a confident presence, adept logical troubleshooting, testing experience, and root cause analysis.

Desirable candidates will possess a firm understanding of the following areas:

  • Microsoft operating systems Win 10 (Working knowledge of SCCM)

  • Mac OS: Sierra, High Sierra (Working Knowledge of Casper)

  • Remedy ITSM and SalesForce or similar management tool(s)

  • Apple iOS

  • Microsoft Exchange

  • Microsoft Office 365 suite

  • Video conferencing technologies; Polycom, Skype for Business

  • Audio conferencing technologies: Cisco

  • Enterprise Chat Clients (Slack, Skype for Business)

  • Remote and/or collaborative web technologies

  • TCP/IP networking

  • PowerShell

  • Active Directory (ADUC)

  • Wireless technologies

  • VPN technologies

  • PC and Network Security

  • Telecommunications

  • Printing technologies (Installation / troubleshooting)

  • Enterprise Mobility Management platform (Airwatch, Boxer)

  • Support Triage steps to determine User, PC, Network, or Application problems

  • Must have extensive experience with Windows, Mac OS X and mobile technologies.

  • Must have experience supporting Microsoft Office and Exchange/Outlook.

  • Management and tracking of inventory through the full Asset Management Life Cycle.

  • Providing support across all channels, including chat, email, phone, video, in-person, etc. (the amount of time dedicated to each varies by location)

  • Acting as Smart Hands support for our L3 technical teams which may occur outside of normal business hours

  • Providing on-call support, weekend rotations, and holiday coverage based on business need

Education:

  • Ideally has a B.S. in Computer Science, IT, or technical related field, but this is not mandatory

  • Microsoft, Apple or ITIL certifications looked upon favorably

Character

  • Acts with Integrity and Trust

  • Focus on Results

  • Drives For Results

  • Focuses on Community and Customer Needs

  • Manages Execution

  • Makes Effective Decisions

  • Manages Process

Interpersonal Skills

  • Builds Relationships

  • Communicates Effectively

  • Uses Functional / Technical Skills

Preferred Candidates will demonstrate…

  • Strong logical thinking, and troubleshooting skills

  • Real world experience with Mac and Windows OS

  • Outstanding customer service skills

  • Excellent organizational skills and multi-tasking abilities

  • Emphasis on task quality (be thorough, detail-oriented, responsible)

  • An ability to work efficiently and effectively without sacrificing quality

  • Strong communications skills and ability to work cohesively as part of a team

  • A desire to continue to learn in the environment

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

R0039178

Individuals seeking employment at PayPal are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. You have the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.