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IT Site Support Technician

| Greater Boston Area

Our Opportunity:

Chewy is looking for a highly motivated IT Site Support Technician based in Boston, MA. The Chewy USA IT Site Support team provides world class tier 2 service and desk side support to all internal customers.

The IT Site Support team serves a fundamental role in providing and implementing solutions to computer and network problems. Responding to and resolving customer issues, problems and queries relating to IT systems used throughout the organization. Taking receipt of escalated service desk support requests (by telephone, email, written and in person) and troubleshooting them, documenting, analyzing and resolving these requests. This is a great opportunity for someone who wants to be part of a vibrant, dynamic and successful IT team.

What you'll do:

Key responsibilities include troubleshooting intermediate to complex application and hardware issues; documentation, analysis and resolution of escalated help desk tickets; and working with both service desk and tier 3 engineers to quickly provide high quality solutions to IT problems. This will provide you with the opportunity to learn and work with a variety of equipment and issues including desktops, laptops, network connectivity, Windows and Mac software, and much more. In addition, you will also be assigned special projects in which you will get to research new technology and solve more complex problems.

  • Ensure customers are 100% satisfied
  • Quickly and professionally respond to second level technical support requests that come in via phone, e-mail, ticketing system and in person
  • Document, track and monitor progress on issues to ensure timely resolution on current tickets and to reduce/eliminate future incidents
  • Organize and coordinate activities associated with installation, deployment, and upgrade of software (Windows and OSX), hardware, voice/video and network facilities as it relates to the desktop environment
  • Troubleshoot and resolve a variety of technical issues regarding networks, client/server systems, PC’s, desktop application software, and peripheral devices; escalate issues as needed
  • Coordinate with vendors on basic facility issues; including new wiring installs, UPS battery tests, network cable runs and desktop / cubicle moves.
  • Take a proactive approach to providing immediate and long-term solutions to issues and anomalies
  • Perform system upgrades, testing and deployment of functional and security patches
  • Perform imaging of desktop and laptops using Microsoft SCCM
  • Perform remote software installation and updates using JAMF
  • Track and record assets and inventory following Chewy’s IT Asset Management Life Cycle
  • Provide detailed documentation of all implementations, changes, and solutions resulting from desktop and application support activities
  • Participate in 24/7 support and on-call rotation

What you'll need:

  • 3 - 5 years of experience providing technical support
  • CompTIA A+ / CompTIA Network +
  • ACMT, ACTC or ACSP preferred
  • Strong experience supporting Apple computers in a Windows Active Directory environment
  • Experience supporting mobile device hardware and software (iOS, Android, Windows Phone, etc.)
  • Experience using IT Service Management tools (Remedyforce, ServiceNow etc.)
  • Strong customer service and client interfacing skills
  • Ability to lift up to 40 pounds

Bonus:

  • ITIL certification
  • MS certifications such as MCSE, MCSA, and MCITP
  • JAMF Certification
  • A bachelor’s degree in computer sciences or equivalent
  • Demonstrated success working in a fast-paced and SLA driven environment
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • jQueryLibraries
    • VueJSLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • GRPCFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS

Location

Located in the Fort Point neighborhood, home to many of Boston's hip and upcoming restaurants along with emerging technology companies.

An Insider's view of Chewy

How would you describe the company’s work-life balance?

It's refreshing being a part of a team dedicated to getting the job done, without quilting you into extra hours. While we are in the retail space, we are always supportive of the team's needs. I don't feel guilty about asking for help if I'm pressed for time and need to get back to my family. The flexibility around working from home has been great

Marcus

Senior Product Manager

What projects are you most excited about?

Our team loves working on new app features that are requested by our customers! We get the most excited when our app users send us a request and then that idea comes to life in the next app update. We take our customer’s feedback very seriously!

Eliza

Mobile Product Manager

How has your career grown since starting at the company?

Chewy gives a significant amount of freedom and autonomy to do your best work. I am able to pursue the most important objectives, and work that I really enjoy. It’s an amazing feeling to see your hard work pay off immediately and have a positive impact on the team—and something that makes life at Chewy really unique!

Rich

Human Resources Business Partner

How do you make yourself accessible to the rest of the team?

Aside from the standard 1x1s and team meetings: 24/7 via text, email, chat, voice and during business hours by walking around the office engaging in conversation, listening to current challenges and proposed solutions.

Mike

VP, Software Engineering

What are Chewy Perks + Benefits

Chewy Benefits Overview

We got you covered when it comes to competitive salaries, unlimited time off, medical & dental insurance, 401k and happy hour. True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents. Of course, the biggest perk is being able to work alongside smart, driven and passionate team members who are changing the world every day.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Promote from within
Online course subscriptions available
Customized development tracks
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