Desktop Support Technician in Newton - Massachusetts at PayPal

Date Posted: 9/25/2018

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 244 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

Desktop Support Tech

The Onsite, Level 2 Support Technician will be responsible for providing a complete end-to-end solution for any requests or issues coming from the PayPal business, Senior Leadership team and Executive Staff based out of Newton, Massachusetts

As a member of the Level 2 Support (L2) Team, you will interface daily with the employees of PayPal, Paydiant, Braintree Payments, & Venmo, as well as other IT staff members through mediums such as face-to-face, phone and email/slack/service management toolset, to deliver excellent IT services. 

L2 support team members demonstrate an ongoing commitment to PayPal values.  You must be receptive to management direction and coaching to increase your individual and team effectiveness.  This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, and thrives on adroitly solving user's technical issues in a timely manner.

Core responsibilities include but are not limited to:

  • Ticket & queue management using ITSM/SmartIT
  • Provide local/in-person technical support for Executive level clients and assistants in the Newton site
  • Provide ad-hoc off-site event support for executives to facilitate meetings and productivities.
  • Ability to communicate with Executive customer base, management and other IT functional areas.
  • Provide excellent customer service

Job Requirements:

Must have at least 2-3 years experience working in an IT support function.  Successful candidates will have strong interpersonal skills, a confident presence, adept logical troubleshooting, testing experience, and root cause analysis.

Desirable candidates will possess a firm understanding of four or more of the following areas:

  • Microsoft operating systems Win 10
  • Mac OS: Sierra, High Sierra
  • Remedy ITSM and SalesForce or similar management tool(s)
  • Apple iOS
  • Microsoft Exchange
  • Microsoft Office 365 suite
  • Video conferencing technologies; Polycom, Skype for Business
  • Audio conferencing technologies
  • Webcasting
  • Remote and/or collaborative web technologies
  • TCP/IP networking
  • PowerShell
  • Active Directory
  • Wireless technologies
  • VPN technologies
  • PC and Network Security
  • Telecommunications
  • Printing technologies
  • Must have extensive experience with Windows, Mac OS X and mobile technologies. 
  • Must have experience supporting Microsoft Office and Exchange/Outlook. 


  • Ideally has a B.S. in Computer Science, MIS, CIS, IT, or technical related field, but this is not mandatory
  • Microsoft, Apple or ITIL certifications looked upon favorably


  • Acts with Integrity and Trust
  • Focus on Results
  • Drives For Results
  • Focuses on Community and Customer Needs
  • Manages Execution
  • Makes Effective Decisions
  • Manages Process

Interpersonal Skills

  • Builds Relationships
  • Communicates Effectively
  • Uses Functional / Technical Skills

Leading Organizational Change

  • Deals with Ambiguity
  • Personal Capability
  • Demonstrates Intellectual Capability
  • Innovates
  • Knows PayPal

Travel could be 5-10%

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.