Remote IT Support Engineer L1
at Twilio
Posted 3 hours ago
0 applied
Description:
- Twilio is seeking an IT Support Engineer L1 to be the first line of defense in resolving technical issues and providing essential support to users.
- This role serves as an entry point into the End User Computing Support team, contributing to issue resolution, triage support requests, and ensuring high customer satisfaction.
- Responsibilities include performing hardware/software troubleshooting, managing end-to-end ticket processes, achieving individual SLA and KPI targets, providing empathetic customer support, assisting with new hire onboarding, and contributing to the IT Services knowledge base.
- The engineer will collaborate with the automation team, assist end-users with AI products, handle approximately 25 work items daily, monitor servers, and support various IT activities including SSL Certs management and PCI Audits.
Requirements:
- Candidates must understand and adhere to data protection regulations and have a proven commitment to upholding privacy standards.
- A customer-centric mindset is essential, along with excellent communication skills and proficiency in supporting endpoint security standards.
- Applicants should have 1-3 years of experience supporting business technologies or equivalent service background, a passion for technology, and strong customer service skills.
- Required technical skills include 1+ years of IT-related engineering experience, extensive experience with Apple and Windows ecosystems, and a basic understanding of automation tools.
- Desired qualifications include experience with Networking technologies, ITIL v4 Certification, familiarity with scripting languages, and cloud certifications.
Benefits:
- Twilio offers competitive pay, generous time off, ample parental and wellness leave, and healthcare benefits.
- Employees have access to a retirement savings program and various other benefits that may vary by location.
- The company supports employees in building positive change in their communities through volunteering and donation efforts.