About the Company
Pinterest is a visual discovery engine for finding ideas like recipes, home and style inspiration, and more. We’re a global company, but our culture is built on a strong sense of community and connection, regardless of where our employees work. We are committed to creating a diverse and inclusive environment where everyone can thrive and bring their authentic selves to work.
Job Description
We are seeking a dedicated and enthusiastic Level 1 IT Technical Support Specialist to join our remote team. In this role, you will be the first point of contact for Pinterest employees experiencing technical issues, providing crucial support to ensure their productivity. This is a fully remote position, requiring excellent communication skills and a proactive approach to problem-solving in a distributed environment. You will diagnose and resolve hardware, software, and network connectivity problems, escalating more complex issues to higher-level support when necessary.
Key Responsibilities
- Provide first-line technical support to internal employees via chat, email, and phone.
- Diagnose and resolve common hardware and software issues for desktops, laptops, and mobile devices (Windows, macOS, iOS, Android).
- Assist with account management, password resets, and access permissions for various internal systems and applications.
- Troubleshoot network connectivity issues, including Wi-Fi and VPN.
- Document all support interactions, resolutions, and steps taken in our ticketing system.
- Escalate complex or unresolved issues to Level 2 support or specialized teams.
- Create and update knowledge base articles to improve self-service options for users.
- Participate in onboarding and offboarding processes for employee IT setups.
Required Skills
- Strong foundational knowledge of Windows and macOS operating systems.
- Familiarity with common office productivity suites (e.g., Google Workspace, Microsoft 365).
- Basic understanding of network concepts (TCP/IP, DNS, VPN, Wi-Fi).
- Excellent verbal and written communication skills.
- Proven problem-solving and troubleshooting abilities.
- Ability to work independently and manage time effectively in a remote setting.
- Customer service-oriented mindset.
Preferred Qualifications
- Associate's degree in Information Technology or a related field.
- CompTIA A+, Google IT Support Professional Certificate, or equivalent certification.
- Previous experience in a remote technical support or help desk role.
- Experience with ticketing systems (e.g., Jira Service Management, Zendesk).
- Familiarity with identity management systems (e.g., Okta).
Perks & Benefits
- Comprehensive medical, dental, and vision insurance.
- Generous paid time off and company holidays.
- 401(k) with company match.
- Stipend for home office setup and internet.
- Professional development and learning opportunities.
- Employee assistance program.
- Virtual team-building events and social activities.
- Flexible work schedule.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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