Tier 2 Technical Support Specialist

Who We Are

On Tier 2 Showcase your abilities, become a subject matter expert, establish a reputation as a service/support specialist, and take ownership of tools and services that not only assist your professional objectives but also have an impact on decisions made by Wayfair. Wayfair is constantly testing and experimenting with new hardware, tools, and technologies to better meet business requirements. Through incident analysis and problem tickets, we are dedicated to providing our stakeholders the best possible assistance while fostering change, innovation, and raising the bar, fostering a proactive culture of documentation, learning and teaching one another. 

What You’ll Do

• Daily operational tickets: Handle escalated Tier 1 technical support tickets, providing efficient and effective resolution of hardware and software issues related to printers, phones, computers, networking, conference rooms, and digital signage.
• Problem ticket troubleshooting, communications, and follow-up (25%): Investigate, diagnose, and resolve complex technical issues, ensuring proper communication and updates are provided to all relevant stakeholders.
• Project time: Contribute to the planning, execution, and evaluation of team projects, driving change and improving the overall end-user experience.
• Weekly meetings: Attend team meetings to stay informed on team progress, share insights, and collaborate on strategies to address challenges and opportunities.
• Documentation and communication: Create and maintain documentation for Tier 1 technical support troubleshooting, end-user self-support guides, and other relevant materials. Act as a liaison between Tier 1, end-users, and Tier 3 teams, fostering open communication and transparency.
• Data-driven decision-making: Leverage data to inform decisions, working closely with Tier 3 teams to address pressing issues and ensure the best possible solutions are implemented.
• Email and communication updates: Manage and own communication updates to the entire tech support department, promoting proactive and transparent information sharing.

What You’ll Need

• BA or BS degree in a technical related field.
• 4+ years of IT support experience
• Previous on-site experience with direct end-user interaction.
• A high degree of technical aptitude and troubleshooting skills.
• Solid understanding of Microsoft technologies - Active Directory experience, including user/computer, user profile, and Group Policy Object management, SCCM.
• Apple Certified Professional or expertise in Apple troubleshooting 
• Solid understanding of G-Suite services and tools.
• Excellent problem-solving, troubleshooting, and analytical skills.
• Exceptional interpersonal and communication skills, both written and verbal.
• Ability to multitask and prioritize workload effectively.
• Proficient in data analysis and data-driven decision-making.
• Ability to multitask and work in a team setting.
• Experience in a helpdesk or other service-oriented IT role is a large plus.
• Scripting/automation experience with Powershell, Python, PHP, or Bash, a huge plus.

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

Need Assistance?

For more information about applying for a career at Wayfair, visit our FAQ page here. 

About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovat