IT Systems Technician at Better.com
We’re one of the fastest growing homeownership companies in America. Why? Because we’re building a better way to get home and our customers love it. By combining smarter technology with an award-winning team of mortgage experts, we’re making homeownership so simple it feels magical.
So far, we’ve:
* Helped more than 10,000 families get home
* Financed over $3B in loans
* Saved families an average of $32,000 in fees over the life of their loans
* Grew our geographic coverage to 36 states, up from 15 states from a year ago
And we’re not slowing down. We continue to outpace the rest of the industry at every turn.
Our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, IA Ventures, Ally Bank, American Express, and others have invested over $150MM in Better and our vision of making homeownership magical.
A Better opportunity:
Better is looking for a self driven person to help us build, maintain, and oversee our IT function. This person will work strategically with our head of IT & various team managers to make sure our IT practices stay aligned with business needs. The ideal candidate is a customer-service driven, technical person who can manage day-to-day operations and provide escalation support for the IT team & support to end users across the organization. This person should be comfortable multi-tasking, able to maintain high attention to detail, and be resourceful as needed.
Responsibilities will include:
- Support OS X and Windows users (e.g. software installs and VPN troubleshooting)
- Provision, manage, and repair of employee's laptops
- Enforce best practices of office IT security
- Provision and support of VOIP telephony and telepresence equipment
- Support wired and wireless networks
- Create documentation for frequently asked questions
- Asset management and procurement
- Escalate to L2/L3 appropriately
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,
and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities
Escalate complex problem to appropriate support specialists
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products
- Troubleshoot client software and basic network connectivity problems
Identify, evaluate and prioritize customer problems and complaints
- May train users and operators on a limited basis and/or may write training procedures
- Participate in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units
- Create all required documentation including standards, configurations and diagrams
- 1-2 Years Experience
- Familiar with Active Directory
- Basic networking knowledge (OSI network layers, TCP/IP) required.
- Preference for those who have worked for regulated companies
- Fluent in English (Orally & Written)
- Familiar with Help Desk ticketing systems
- Preference for those who have worked with overseas IT offices in the past
- Experience with Saas management
Bonus Points for:
- Understanding of working in a cross-platform (Windows and macOS) environment.
- Office 365 experience a plus.
- Okta / Jumpcloud experience a plus.
Things we value:
* Curiosity. Why? How? Repeat.
* Nerdiness. Financial news and trends are fascinating. Seriously.
* Relentlessness. No one here gives up. We try. We fail. We try again.
* Passion. If you don’t get excited about homeownership, mortgages, and real estate, it simply won’t work.
* Smarts: book and street. We have to use all the tools at our disposal to build Better.
* Empathy and Compassion. You understand that people’s biggest dreams are in your hands.
* Communication. Can you ask for help or put your hand up when you don’t understand?
* Building. Doing. Making. Yes, we have to do a lot of thinking and talking to figure this stuff out, but you can’t wait to leave the conversation and build it.