IT Support Analyst

🔥 8 horas atrás

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Binance.US

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2019

₿ Cripto

💳 Fintech

🛍️ Comércio Eletrônico

💰 $200.000.000 Seed Round em 2022-04

Crypto • Fintech • eCommerce

A Binance. US é uma exchange de criptomoedas licenciada e regulamentada nos Estados Unidos, permitindo que os usuários comprem, vendam e negociem com segurança mais de 160 criptomoedas, incluindo Bitcoin e Ethereum. Com recursos como alta liquidez, baixas taxas de negociação e uma plataforma robusta de staking, a Binance. US oferece aos usuários as ferramentas para gerenciar seus ativos criptográficos de maneira eficiente e confiante. A plataforma suporta uma variedade de métodos de pagamento, facilitando para os usuários depositar e sacar USD, enquanto prioriza a segurança dos fundos dos clientes.

Descrição

• Provide responsive 3rd shift IT support for employees, troubleshooting hardware, software, network, access, and application issues in a remote and/or distributed work environment. • Support and troubleshoot macOS devices and related Apple ecosystem tools, including device setup, configuration, updates, account access, and user productivity issues. • Administer and support core business systems including Google Workspace and Okta, including account access, authentication issues, MFA troubleshooting, and user lifecycle support. • Support MDM and asset management processes, including device enrollment, inventory tracking, equipment assignment, returns, and lifecycle documentation. • Use ticketing systems and internal documentation tools to triage, track, resolve, and document support requests with accuracy, urgency, and a customer-service mindset. • Create and maintain knowledge base articles, SOPs, troubleshooting guides, and runbooks to improve support consistency and reduce recurring issues. • Leverage AI tools responsibly to assist with troubleshooting, workflow automation, documentation, reporting, and process improvement while following company security and data handling expectations. • Partner with IT and Security stakeholders to support endpoint hygiene, access control practices, incident escalation, and secure handling of employee technology issues. • Identify recurring support trends and recommend improvements to systems, processes, automations, or documentation that improve employee experience and operational efficiency. • Support additional IT projects as needed, including onboarding/offboarding support, SaaS tool administration, device lifecycle activities, and team growth initiatives.

🎯 Requisitos

• 2+ years of experience in IT support, help desk, desktop support, technical support, or a similar employee-facing technology role. • Extensive hands-on experience supporting macOS environments; familiarity with iOS and Apple device troubleshooting preferred. • Experience supporting Google Workspace and Okta, including account access, MFA, group management, and user troubleshooting. • Experience with MDM tools and asset management platforms; familiarity with device enrollment, inventory management, equipment tracking, and lifecycle support. • Experience with Atlassian tools, including Confluence and Jira, is a plus. • Familiarity with endpoint management, device lifecycle processes, patching, access control, and security-first support practices. • Demonstrated ability to troubleshoot technical issues independently, identify root causes, and escalate appropriately when needed. • Experience using AI tools to improve troubleshooting, automate repetitive work, generate documentation, or streamline support workflows. • Strong written and verbal communication skills with the ability to support employees across different levels of technical proficiency. • Ability to work a 2nd or 3rd shift schedule and provide reliable support during non-standard business hours. • Bilingual proficiency in English and Chinese is a plus. • Experience in fintech, crypto, financial services, technology, or other security-sensitive environments is a plus. • Bachelor’s degree, technical certification, or equivalent practical experience preferred.

🏖️ Benefícios

• Unlimited PTO (for salaried FTE roles) • 12 weeks fully paid Parental Bonding Leave • Mental wellness benefits • Free 1:1 virtual visits with a licensed mental wellness professional • Comprehensive competitive health benefits • Fully remote, cameras-on culture with work-from-home equipment reimbursements available to new hires • Annual professional development budget • Free 1:1 virtual visits with a career coach • 401k plan with employer match