Technical Support Engineer (Jira Administration / MacOS)
Canva
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Manila, Philippines
Posted on Thursday, December 29, 2022
Join the team redefining how the world experiences design.
Hey, g'day, mabuhay, kia ora,你好, hallo, vítejte!
Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.
Where and how you can work
Our flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive.
What you’d be doing in this role
As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.
About the Team
In October 2019, we started up an IT Support Team in Manila. With Canva’s goal of ensuring a great culture, we similarly want to ensure that the Manila Technology Experience team grows alongside the culture that exists in Manila.
As Canva continues to grow in numbers, the need to meet and ensure support for users have increased as well. We’re showing an increase of tickets being lodged into Jira Service Desk. Tech Support is upskilling to take on additional support functions (i.e. JIRA administration, consideration of expanding to a new space).
What we are looking for ...
- Experience supporting and troubleshooting macOS & MacBooks in an enterprise environment.
- Working experience in supporting Google Workspace, Okta and Atlassian products (Jira, Confluence, etc) as well as office infrastructure and peripherals (e.g. video conferencing applications and hardware, printers)
- Experience in onboarding and offboarding of Canvanauts including provisioning and deprovisioning of access and asset delivery and collection.
- Has handled network infrastructure (e.g. WiFi, AP, switches, firewalls and routers)
- Proven verbal and written communication with exceptional documentation and interpersonal skills
- You have 2+ years of outstanding customer-focused attitude experience in a technical support role.
- Good to have experience in Vendor engagement and management for hardware/software/services procurement
What you'll do ...
- Carry out day to day IT support to Canvanauts such as remote and desk-side support primarily handling Apple products and devices.
- Fix and support of third party application issues by attending to service requests and incidents via email, Slack, Zoom and Jira Service Desk and desk side support.
- Support and fix Canva assigned devices and office technology (laptops, mobile devices, network infrastructure, and video conferencing)
- Work on goals, milestones and initiatives to improve our service delivery
- Actively contribute and suggest ideas that would help achieve scalability of products and technology we support.
- Engage vendors and after sales support parties (e.g. warranty, RMA)
- Handle workload efficiently and able to deliver accurate accounting of work and time management.
- Procurement, provisioning, and management of Canva managed MacBooks and devices.
- Adherence to documented policies and processes and make valuable contributions to situation desk function.
#LI-hybrid #LI-AS1
What's in it for you?
Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a stack of benefits to set you up for every success in and outside of work.
Here's a taste of what's on offer:
• Equity packages - we want our success to be yours too
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally
Check out lifeatcanva.com for more info.
Other stuff to know
We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
Please note that interviews are conducted virtually.
This job is no longer accepting applications
See open jobs at Canva.See open jobs similar to "Technical Support Engineer (Jira Administration / MacOS)" General Catalyst.