Systems Support Engineer II

<div class="content-intro"><p class="c-mrkdwn__pre" style="text-align: left;" data-stringify-type="pre">At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care,<strong> </strong>a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients on their path to a brighter future.</p> <p class="c-mrkdwn__pre" style="text-align: left;" data-stringify-type="pre">While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.</p> <p>&nbsp;</p></div><p><strong>About the Role</strong></p> <p>We are seeking an IT Support Engineer able to contribute towards Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.</p> <p>&nbsp;</p> <p><strong>What You'll Do</strong></p> <p>The IT Support Specialist will help&nbsp;</p> <ul> <li>Identify AND remediate IT trends impacting end-users device performance.</li> <li>Develop corrective and preventative actions to minimize user downtime.</li> <li>Troubleshoot end-user reported issues using DEX platform and identify root causes.</li> <li>Create detection methods to reliably diagnose IT issues via key metrics.</li> <li>Develop remediations using scripting and other methods.</li> <li>Create IT health reports on a per department basis.</li> <li>Design, install, configure and maintain a comprehensive IT infrastructure with a focus on Microsoft Windows.</li> <li>Develop integrations and automations using API.</li> <li>Participate in incident management and assist with scoping and remediation efforts.</li> <li>Investigate, diagnose and resolve hardware and network issues.</li> <li>Manage, troubleshoot and provide solutions for a wide range of technical issues impacting users in person and remotely.</li> <li>Identify and escalate trends, bugs and other system errors to Escalation, IT Engineering and Security teams.</li> <li>Build and maintain document library, knowledge base articles.</li> <li>Provide internal training and address knowledge gaps.</li> </ul> <p><strong>What We Look For</strong></p> <ul> <li>Advanced Experience with Windows operating systems, and hardware troubleshooting.</li> <li>Strong experience with Query languages and supporting platforms like Datadog.</li> <li>Previous experience with DEX platforms such as Nexthink.</li> <li>Strong expertise with powershell, bash, python or other scripting languages.</li> <li>Experience with APIs and webhooks, including development of custom JSON payloads.</li> <li>Excellent customer service skills with the ability to work quickly and effectively.</li> <li>Experience with Call Center technologies &amp; Network troubleshooting.</li> <li>Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)</li> <li>Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.</li> <li>Excellent written and verbal communications skills.</li> <li>Proven ability to work successfully with limited supervision.</li> <li>Ability to consult and develop comprehensive project plans, timelines.</li> </ul> <p>#LI-AW1</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The base annual salary range is listed below. This role is eligible for additional incentives, including an annual bonus.</p></div><div class="title">Base Salary Range</div><div class="pay-range"><span>$90,000</span><span class="divider">&mdash;</span><span>$105,000 USD</span></div></div></div><div class="content-conclusion"><p><strong>Why Join Us?</strong></p> <p><span style="font-weight: 400;">While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Considerable employer contributions for health, dental, and vision programs</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Generous PTO, paid holidays, and paid parental leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">401(k) matching program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Merit advancement opportunities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Career development &amp; training</span></li> </ul> <p><span style="font-weight: 400;">And finally, our team spirit and culture! We</span><span style="font-weight: 400;"> cultivate an environment of community, connection, and belonging across our entire organization.</span></p> <p><span style="font-weight: 400;"><em data-stringify-type="italic">Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.&nbsp; No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team.&nbsp; No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.</em></span></p></div>