What are the responsibilities and job description for the Desktop Support Engineer position at Flywire?
Company Description
Are you ready to trade your job for a journey? Become a FlyMate!
Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.
What more do we need to truly be unstoppable? Perhaps, that is you!
Who we are:
Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.
Today, we’ve digitized payments for more than 3,100 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!
With over 1,000 global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
Job Description
The Opportunity:
We, at Flywire, are seeking a Desktop Support Engineer to oversee IT support needs at our Boston office. You will be responsible for providing and maintaining reliable employee connectivity of office IT systems and desktop solutions across our global workforce. You must be comfortable working independently and be willing to actively take on a range of responsibilities from setting strategy to completing individual requests
- Facilitate new user on-boarding with the setting up of IT equipment and access
- Assist users in setting up video conferencing facilities
- Plan and manage capacity for hardware and software to cater to business needs
- Maintain IT facilities in the office and server rack
- Lead local IT vendor relationships
- Oversee and maintain an inventory of company assets, systems and peripherals
- Respond to helpdesk requests and work to improve the support process
- Assist with support tasks related to operating systems, software applications, wireless networks, networking, VoIP issues, and printers
- Provide technical training and guidance to both onsite and remote employees
- Create, update, and maintain knowledge articles in our knowledge management system
- Can work with a wide range of personalities and levels of employees from associates to C level executives
Qualifications
Here’s What We’re Looking For:
- Bachelor of science or equivalent
- 3 years of experience working in an IT support/help-desk environment
- 3 of expertise with Mac OS X or Microsoft Windows Operating Systems. Working experience with Linux is a plus
- Knowledge of TCP/IP, DHCP, DNS, LAN, VPN and basic VoIP concepts
- Experience working in JIRA Service Desk or another applicable ticketing system
- Familiar with managing SaaS tools like Gsuite, Okta, Slack, Jira or Confluence
- Ability to travel 10-20% of the time as required
- Excellent customer service, attention to detail, communication and documentation skills
Additional Information
What We Offer:
- Competitive compensation, including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
- Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
- Dynamic & Global Team (we have been collaborating virtually for years!)
- Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
- Be a meaningful part in our success - every FlyMate makes an impact
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
- Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
Submit today and get started!
We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.
Flywire is an equal opportunity employer. With over 40 nationalities across 14 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.