Desktop Support Technician

Aura is on a mission to create a safer internet.  In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly.  This is an exciting phase at Aura, and our team of over 500 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. 

Come join us for the ride!

About the Role:

Aura is seeking a Desktop Support Technician who will provide an amazing customer service experience while supporting Aura employees and contractors. This role will be responsible for providing end-user IT support services through the functions of the Service Desk and Corporate IT teams.

Day to Day:

• Answer queries from Aura employees and contractors and provide support via phone, email, chat, and remote control.
• Troubleshoot, diagnose and resolve technical issues for Windows, Mac, iPhone and Android.
• Responsible for delivering a white glove on-boarding experience for new users while following Aura standard procedures and policies.
• Complete lifecycle maintenance of support work orders in a ticket tracking system. This includes ticket creation at the time of initial problem report/service request, status updates, documentation for open work orders and proactively informing users of progress.
• Identify and escalate complex problem reports and service requests to the next tier of support as appropriate.
• Work with senior IT members to troubleshoot, identify and improve processes and procedures that can improve the customer experience.
• Document standard operating procedures as requested.

What you bring to the table:

• Have 7+ years of experience working in a corporate environment with a technical background.
• Experience with the setup, troubleshooting and upgrading mobile devices and laptops with Microsoft Intune, and JAMF for Mac
• Familiar with the Atlassian suite for documentation and ticketing system
• Prior experience with SSO authentication and provisioning platforms such as Okta or Azure AD
• Familiarity with collaboration tools such as Google Workspace and Microsoft Office 365.
• Must be available to provide 24x7 support as necessary with an on-call rotation
• Reliable home internet connection with the ability to run VOIP, remote support, and various SaaS applications.

Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.

Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.

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