Onsite Support technician in San Francisco at PayPal

Date Posted: 7/30/2019

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 286 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.

PayPal Desktop Analyst, Xoom, San Francisco

PayPal Desktop Analyst, Xoom, San Francisco

The Onsite, Level 2 Support Technician will be responsible for providing end-to-end solutions for any requests or incidents coming from the PayPal/Xoom business based out of San Francisco and remote.

As a member of the Onsite Level 2 Support (L2) Team you will interface daily with the employees of Xoom, PayPal Executives, as well as functional IT teams through mediums such as face-to-face, phone and email/slack & service management toolsets, to deliver excellent IT support. 

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 solving user's technical issues in a timely manner.

Core responsibilities include but are not limited to:

•    Ticket & queue management using ITSM/SmartIT
•    Proficient in technical problem solving
•    Provide ad-hoc event support for executives to facilitate meetings
•    Ability to communicate with customer base, executives, management and other IT functional areas
•    Provides excellent customer service and has the ability to diffuse heightened end-user sensitivity

Job Requirements

Must have at least 1-4 years’ experience working in an IT support function.  Successful candidates will have great customer service skills, strong interpersonal skills, a confident presence, adept logical troubleshooting, testing experience, and root cause analysis.

Candidates should possess a firm understanding of four or more of the following areas:
•    Microsoft Win 10
•    Mac OS: High Sierra, Mojave
•    Remedy ITSM or similar service management tool(s)
•    Apple iOS
•    Microsoft Exchange
•    Microsoft Office 365 suite
•    Video conferencing technologies; Polycom, Skype for Business, Microsoft Teams 
•    Audio conferencing technologies
•    Remote and/or collaborative web technologies such as Bomgar
•    TCP/IP networking
•    Active Directory
•    VPN technologies
•    PC and Network Security
•    Telecommunications
•    Printing technologies
•    Airwatch / IntelligentHub
•    2 Factor Authentication

The ideal candidate has a B.S. in Computer Science, MIS, CIS, IT, or technical related field however equivalent experience may also substitute for a degree. 

MCSE, MSTSC, ITIL, and/or MAC certifications desirable

•    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

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.