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Block's Executive IT Lead you will supports our executive team and provides day-to-day support for any technology issues they encounter. This position will require that the candidate is a technical expert in all aspects of end-user support and understands the criticality of resolving reported issues as quickly as possible.
Job Responsibility:
Provide workstation/laptop, AV, and mobile device support to Block's executive team
Manage and deploy updates to the executive team's workstations/laptops
Quickly escalate impactful/disruptive issues to our technical and engineering teams
Directly support onsite/offsite activities specific to company meetings and events (this includes travel where applicable)
Develop instructional/training materials to ensure ease-of-use at the executive level for new software and hardware releases
Monitor our executive support intake channels and provide or coordinate technical assistance where needed
Be available for on-call support when needed (overtime is paid)
Manage incoming requests with Block IT teams when not working on primary duties
Requirements:
End-user support experience with MacOS
Great problem solving and intuitive troubleshooting skills
A strong understanding of connecting computers to networks especially over wifi and VPN
Experience in Google Workspace Administration
You can manage high pressure situations, always focused on outcomes
Ability to lift 50+ lbs computer equipment and hardware, climb ladders and use hand tools where necessary
An ability to work off hours, weekends, and holidays when needed (overtime is paid)
3-5 years work experience in a technical support or corporate helpdesk environment
Nice to have:
Previous work experience providing support in an enterprise environment
Experience with MDM systems
Experience troubleshooting Chrome OS
Hold admin level certifications for Google Workspace, Okta and Slack
Strong knowledge of ITIL processes and best practices
You've used Atlassian products before, especially JIRA
A/V knowledge/experience
Ability to expand knowledge via technical training and certification
Ability to zoom out and analyze a problem affecting many users, and then find a solution to the systemic cause driving the problem reports