Support Technician

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Five9

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

Five9 is a leading provider of cloud contact center software, recognized as a leader in the Gartner Magic Quadrant for CCaaS. The company offers comprehensive tools for automating workflows and enhancing customer engagement through AI-driven solutions. Its platform integrates CRM and UC systems to provide seamless agent and customer experiences across various channels, such as voice, email, chat, and SMS. Five9 empowers businesses to elevate customer satisfaction and drive business results by delivering personalized and efficient customer service solutions.

📋 Description

• Serve as the first point of contact for IT support requests via Service Desk calls, tickets, and walk-ups, following documented processes and escalation procedures. • Provide IT troubleshooting for hardware, software, peripherals, and enterprise applications across global offices and remote users. • Manage ticketing systems, ensuring timely resolution and proper escalation of issues. • Perform password resets, account provisioning, and remote assistance for end-users. • Administer and support enterprise-level solutions for managing computing devices within the Five9 global environment. • Troubleshoot, research, diagnose, and document technical issues involving client systems, VPN, and network connectivity. • Support and maintain laptops, desktops, mobile devices (iOS/Android), printers, and A/V systems for onsite and remote employees. • Assist with IT purchasing hardware and software as needed. • Participate in developing and implementing standard operating procedures and customer service guidelines for IT support. • Collaborate on global IT projects and initiatives with colleagues across Five9 sites. • Provide occasional off-hours support, including evenings and weekends. • Perform other related duties as assigned.

🎯 Requirements

• 2+ years in IT support, helpdesk, or customer service roles • Hands-on experience with Windows/Mac OS, Microsoft Office, remote support tools, and ticketing systems • Familiarity with Active Directory for user, group, and policy administration • Understanding of network concepts (wired/wireless) and protocols • Strong problem-solving skills with the ability to follow documented processes and adapt solutions • Excellent written and verbal communication skills for interacting with technical and non-technical users • Ability to work independently or in a team on moderately complex assignments • Formal training or certifications (e.g., CompTIA A+, Network+, ITIL) are a plus • Experience with device management tools, JAMF, SaaS applications, and mobile device support is a plus • Microsoft certifications are a plus

🏖️ Benefits

• Health insurance • retirement plans • paid time off • flexible work arrangements • professional development • monthly commissions/bonus • RSUs