IT Specialist Job at Yugo in Austin

Overview

Yugo is the trusted name for student housing globally. We connect young people and students daily to opportunities and amazing spaces. Here at Yugo, we like to do things differently. It's about people, the planet, and passion.

Location: US-TX-Austin

Role

The second-line IT Support Technician is an integral role within the IT support department. This position provides advanced technical assistance and troubleshooting to ensure the smooth operation of the organisation\'s IT infrastructure. It requires excellent problem-solving skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders. You are a self-starter and can work across multiple time zones and jurisdictions. You are passionate about and energized by new projects and creating value.

Responsibilities

• Provide second-line support for complex and escalated IT issues reported by end-users
• Provide support for projects and their implementation when major changes are rolled out to Yugo
• Diagnose and resolve hardware, software, and networking problems
• Assist with the configuration, deployment, and maintenance of IT equipment, including desktops, laptops, printers, and mobile devices
• Collaborate with first-line support teams to ensure a seamless escalation process and efficient resolution of support tickets
• Document and track all support interactions and resolutions in the IT service management system

System Administration

• Perform routine system maintenance tasks, such as updates, patches, and backups
• Manage user accounts, permissions, and security settings in various IT systems
• Monitor system performance and proactively address potential issues to minimize downtime
• Ensure data integrity and security by implementing and enforcing appropriate policies and procedures

Network Support

• Troubleshoot network connectivity issues and work with third-party vendors as needed to resolve problems

Customer Service

• Provide exceptional customer service by effectively communicating with users and addressing their technical concerns professionally and on time
• Offer training and support to end-users on various IT systems and applications
• Maintain a positive and proactive attitude, ensuring user satisfaction and fostering a collaborative work environment
• This job description serves as a guideline. This list of responsibilities is not intended to be exhaustive, and other requests commensurate with the role may be made of you from time to time. This is a hands-on commercial role

ServiceDesk Management

• Oversee the second line/escalation ticket queue within the IT service desk, ensuring SLAs are met and customers are kept updated on ticket status
• Create and maintain how-to guides and processes for the outsourced 1st line support desk
• Maintain guides and processes for the 2nd line team and help maintain knowledgebase materials
• Collaborate on knowledgebase content for self-service by Yugo players

Qualifications

Required

• 2 years of relevant experience, with a focus on end-user support
• Experience with Active Directory, Exchange, and other server technologies
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Proficiency in supporting Microsoft Office Suite and other common software
• Strong Windows and Mac operating systems knowledge, including installation, configuration, and troubleshooting

Desirable

• Experience in student accommodation, hospitality, or the residential sector is highly desired
• Relevant certifications (e.g., CompTIA A+, Network+, MCP) are desirable
• Experience with Microsoft Intune and Microsoft Entra administration
• Experience with Apple Business Manager, Android Enterprise and MDMs
• Strong problem-solving, analytical, and communication skills
• Ability to work under pressure and manage multiple tasks
• Customer service orientation and teamwork

Compensation and Benefits

• Salary: USD 60,000.00 – 65,000.00 per year
• Generous benefits package including health, dental and vision
• 401K with 4% employer matching
• Three weeks of PTO
• Paid wellness time, paid volunteer time, YuDay, and parental leave
• 11 paid holidays

Employment details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Hospitality