Job Description

Warby Parker is on the lookout for a Support Engineer to join our proactive Technology Services team. Our team is all about figuring out where the root cause of a Help Desk request lies and implementing a solution that will allow people to self-solve in the future. And we’ve seen success; as our company has grown, our incoming ticket count has actually decreased year over year. We’re looking for someone with the technological savvy to help us keep up this record and engineer even smarter solutions. Sound like you? Read on!

What you’ll do:

• Manage, troubleshoot, resolve, and escalate requests to maintain high SLAs for resolution and response time
• Communicate complex technologies and systems in the form of notes, manuals, and walkthroughs for users with a range of technical experience
• Use ticket trends to conceptualize and implement solutions that decrease the total number of incoming support tickets
• Work cross-functionally to understand other teams’ needs and collaborate with key stakeholders to engineer tools to meet those needs
• Think big picture when it comes to supporting roughly 2,000 iOS, 600 macOS, 1,100 ChromeOS, and 100 Windows devices (most of which are remote)
• Exhibit thoughtfulness, confidence and know-how when deploying a solution at all endpoints in a short period of time
• Efficiently manage time to balance day-to-day tasks with long-term projects
• Initiate project inception research and testing, and then connect with peers and senior team members to conceptualize and review your work
• Participate in a seven-day on-call rotation for after-hours support

Who you are:

• Backed by 3–5 years experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a similar role
• Proficient in Jamf Pro and G Suite management
• Someone with hands-on experience with Windows, Linux, macOS, and ChromeOS environments
• Able to diagnose and troubleshoot basic technical and networking issues using industry-standard tactics and methodologies
• Highly knowledgeable about computer systems, mobile devices, and other tech devices
• A clear, coherent communicator who can provide step-by-step technical help, both written and verbal
• A motivated team player who is eager to work cross-functionally
• Comfortable with Bash, Python, JavaScript, and database languages
• A resilient problem-solver who can fail gracefully and recover quickly
• Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

Extra credit:

• Proficient in Windows management (specifically AD, MDM, GPOs management)
• Certified in Cisco, Jamf, G Suite, and Microsoft
• Knowledgeable of network protocols, including DNS, RADIUS, DHCP, OSPF, DMVPN, L2TP, IPSec, VPN, TCP/IP

About us:

Warby Parker was founded with a lofty objective: to offer designer eyewear at a revolutionary price while leading the way for socially conscious businesses. By circumventing traditional channels and designing our frames in-house, we’re able to offer top-quality glasses and sunglasses (plus an uncommonly delightful shopping experience) at a fraction of the traditional going price.

Since starting out in 2010, we’ve set up headquarters in New York City and Nashville, built our own optical lab, and opened retail locations all around the U.S. and Canada. As we grow, we’re committed to proving that businesses can scale and be profitable while doing good in the world. For every pair of glasses we sell, a pair is distributed to someone in need—to date, that’s over five million pairs.

Of course, all work and no play makes a dull workplace. Who likes that? At Warby Parker, you can look forward to company outings, volunteering and learning opportunities, and just great company. Teammates can also connect around common interests, backgrounds, and identities, no matter their home base, through our various employee resource groups. (We’re happy to say that the Human Rights Campaign has named us a Best Place to Work for LGBTQ+ employees!) That sense of community keeps us excited to walk through the door every day. Good work, good people.

Some benefits and perks of working at Warby Parker:

How to Apply

Job Types: Full-Time. Job Tags: Corporate, Engineer, engineering, IT, ITsupport, Nashville, retail, Tech, Technology, tennessee, TN, visioncare, and warbyparker.

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