IT Support Specialist
Remote Philippines FT
ABOUT BARK
Here at BARK, we love dogs and their people. We’re looking to make all dogs happy throughout the entire world (we’re not kidding). Think Disney for dogs -- we make magic for dogs and their people through our products, events, and experiences.
Our ambition level is high, the opportunity is huge, and our love for dogs is through the roof! We launched in 2011 with BarkBox, a monthly-themed subscription of all-natural treats and clever toys. Since then, we've shipped more than 70 million toys and treats to the dogs across the world and use all of that direct customer feedback to inform new initiatives and ways to make magic between dogs and their people. We’ve since expanded into other offerings as well, as we aim to become THE Dog Company for every family with a four-legged, belly-scratch-loving, interspecies family member.
THE TEAM
Being part of the IT team gives you a sense of self-gratification, knowing that the technology and driven processes are cared for by dedicated specialists who treat technology like they would their own dog. The IT team works together to update current processes and implement new solutions to improve BARK’s tech stack. Our personality shines through when collaborating with every team at BARK. When information technology runs smoothly, we are as satisfied as a dog getting a treat.
WHO WE’RE SNIFFING FOR
We are looking for an IT Support Specialist who will support the needs of our rapidly growing organization. You will be a key member of the IT Support Organization and will help create, implement, and maintain internal technology systems while supporting the hardware needs of our rapidly expanding headcount. You should be a technology specialist who is solutions-oriented and comfortable working in a fast-paced environment.
KEY DUTIES
- Work within the IT Support Team to provide excellent customer service, effective response times, and expert insight into general and sometimes complex support issues.
- Provide remote resolution of common IT issues (PC, Mac, Chromebook) and act as local enforcement for non-automated IT security policies.
- Understand policies and apply them to develop a solution that meets users’ needs and falls within the company policy.
- Ensure SLAs are met while dealing with customers, completing services, and overall customer satisfaction.
- Assist other IT support staff with operational procedures and troubleshooting issues.
- Provide training to all staff on new hardware and software when required.
- Resolving escalated and Executive support tickets in a timely manner.
- Create and maintain detailed documentation for systems and processes managed by the IT team, for both end-users and other IT staff.
- Working knowledge of Enterprise IT tools (Google Workspace, Slack, JAMF, Kaseya, BetterCloud, and others) strongly preferred
- Ongoing evaluation and improvement of existing Service Desk processes and policies.
- Systems administration of core IT services (on-prem and SaaS), including process automation, configurations, and improvements within these tools.
- Supporting technical and non-technical stakeholders and accommodating a rapidly growing team.
- Hardware and software asset management.
- Staff onboarding and off-boarding, including machine imaging and account creation/configuration.
EXPERIENCE
- 3+ years experience in a technical support or helpdesk role
- Strong customer service background required.
- Experience with Google Workspace, Slack, Bettercloud and other major SaaS applications.
- Experience troubleshooting PC, Mac, and Chromebooks for software and hardware-related issues remotely.
- Must be proficient with MDM solutions (JAMF, Kaseya)
- Experience with IDP and SCIM Provisioning
- Experienced in making data-driven decisions
SKILLS & QUALIFICATIONS
- Bachelor's degree in Information Technology, Computer Science or relevant experience. IT-related certifications are desirable.
- Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
- Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
- Ability to support physical IT infrastructure (computer, network (Cisco Meraki, storage)
- Able to work well under pressure and meet deadlines.
- Must have a passion for AI and the ability to work with AI-driven technologies
Commitment to Innovation: BARK is dedicated to being at the forefront of artificial intelligence and is committed to driving advancements in this field. We are seeking individuals who share this passion and are enthusiastic about shaping the future of AI. Experience using AI tools is highly valued and openness to learning is a requirement.
This position is a full-time position. It is located remote, in the Philippines. We offer competitive pay and benefits. The role will require the individual to work Eastern time hours.
PAY TRANSPARENCY
- The base salary range for this position is ₱509,000-₱636,199
**This compensation range is based on BARKs good faith estimate as of the date of this posting and may be modified in the future. Actual pay for this position will depend on a variety of variables including location, travel, internal equity, experience, education, skills and expertise.
