We’re looking for an Information Technology Specialist to join our enthusiastic support team! If you like to tinker with tech, and love to help people, this one might be for you - in this role, you will be responsible for helping Via manage the tools and technologies that are the backbone of our company’s operations. This role affords the opportunity to wear several hats, from taking on our most complex tech tickets, to helping a new hire get their laptop running on their first day. We are a growing market-leader, and a global company - this specialist will be local to our NYC office, with the ability to support all regions and offices. This role is local to NYC, with an occasional need for travel to our San Francisco office.

What You'll Do:

  • Work both individually and collaboratively on our day-to-day support operations, in order to provide excellent service to our employees. This includes answering ticket cases, chats, calls, and video conferences to provide:
    • Computer support - providing hands-on and remote user assistance, by installing, configuring, and maintaining IT related computers and equipment. Utilize and manage MDM systems.
    • Network support – providing assistance and hands-on support to local networking equipment
    • Application support - ensuring client applications stay up and running, and offer technical support (directly or in front of the global support teams) when they don’t
    • Global support – working together with the global teams to resolve big-ticket issues, and maintain hardware/software
  • Manage user access and permissions to Via’s Cloud apps on a rolling basis as our team continues to grow. 
  • Ensure a positive and smooth onboarding experience for new employees by setting up their tools and technology. Similarly manage offboarding for outgoing employees.
  • Be responsible for tracking incidents to conclusion, in line with our SLA’s and quality standards.
  • Continually measure, monitor, and work to drive down our incident levels.
  • Work with our business operations team to help set up new Via offices across the US and abroad.

Who You Are:

  • Patient and happy to help - customer service is at your core.
  • A curious tinkerer, but mindful of risk and IT security - you live to solve large and complex problems, but you don’t mind fixing somebody’s laptop.
  • A natural leader with a low ego and a sense of humor - you don’t take yourself too seriously.
  • Knowledge, or excitement to learn in the following technical areas:
    • Troubleshooting Mac, Windows, Android, and iOS operating systems.
    • Experience managing Cloud service tools such as G Suite, Okta, and other SaaS tools
    • Proficiency in managing computer networking, Wi-Fi access points, TCP/IP, DNS, VPN, and security tools
    • Knowledge of 2 factor authenticator (2FA) systems
    • Knowledge of help desk ticketing systems
  • You have 3-5 years experience in a similar IT role
  • Bachelor’s degree with a track record of high academic achievement

What Catches Our Eye:

  • Experience supporting 1000+ employees and managing enterprise-level tools and technologies.
  • You see yourself as an emerging leader in the IT space, even if you haven’t worked at this scale before.
  • Experience with AWS and JAMF is a plus.

We’re Via, and we build technology that changes the way the world moves. We pioneered the TransitTech category to ensure that the future of transportation is shared, dynamic public mobility — the kind that reduces carbon emissions across congested cities, minimizes reliance on private cars, and provides everyone with accessible, efficient, and affordable ways of getting around. 

With the addition of Remix into our portfolio, we created the first end-to-end TransitTech solution for cities and transit agencies, offering world-class software, service design, and operational expertise to fundamentally improve the way the world moves.

Via was founded with the guiding principle that we go further when we go together. We are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.

Ready to join the ride? 

Via is an equal opportunity employer.

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