AddressAbout the company
Vivi is the only wireless screen mirroring and digital signage tool designed for education. We help IT help teachers help students with classroom technology that enhances collaboration, control, and creativity. Vivi exists because we all had that one teacher who changed our life, who went above and beyond to serve as a role model and sage. They guided discussion, connected with their students on a personal level, were just as engaging and entertaining as they were educational, and they created a dynamic learning environment by constantly involving students. Those teachers are the masters of the social classroom. Personalised learning environments have been proven to deliver better educational outcomes for individuals through increased participation and engagement. To successfully create such an environment requires a fluid, visual dialogue between teacher and student. This is why Vivi exists. Vivi is used by over 250,000 teachers and students around the world and is setting out to disrupt the enormous education industry with our high-growth, ambitious, and creative team. In this rapidly evolving technology landscape, Vivi is always looking for new ways to disrupt the classroom experience, enhance customer experiences and expand globally. Our product team is committed to continuously delivering value to our customers by creating fit-for-purpose solutions and innovation. We build product that are valuable and delightful for our customers and feasible and viable for our business. Are you an experienced Support Engineer looking for a new challenge and an opportunity to make a difference and have an impact in the EdTech industry?
If you are a highly motivated individual with a passion to deliver cutting-edge products, we have the perfect job for you!
About the role
We are looking for a multifaceted Support Engineer to join our expanding global IT Operations & Support Team. This role will mainly focus on Technical Support for the Vivi product as you will own the Vivi product support function for our customers in the APAC. Some of the daily activities in this space will include responding to customer’s support requests via Jira Service Desk tickets (soon to be Zendesk), setting up online meetings, taking phone calls, testing, troubleshooting, and replicating issues prior to escalating to the Engineering team.
You will also be the main point of contact for internal day-to-day activities such as email, file share, desktop, software/hardware, system access requests, user onboarding/offboarding and end user training.
This role will work closely with a global technical team which includes Software Engineers, Product Managers, Solutions Engineers and your colleagues within the Support team that will mentor you and grow your development.
A little more about the role
- Provide technical support to all Vivi stakeholders with the priority being 1st - 2nd level to Vivi customers & all levels to internal staff. You will manage and resolve incoming requests and incidents in Jira Service Desk within SLA’s
- Become an SME on the Vivi product for the APAC
- Understand network concepts & terminology and be able to diagnose and troubleshoot issues on customer networks. An ability to communicate networking issues and recommendations to customers is crucial to the success of this role as is analysing software, hardware and network logs
- Providing superior support of the Vivi application across Mac, Windows & Android as well as supporting Vivi’s hardware
- Manage staff access and account provisioning for various SaaS applications as well as supporting and troubleshoot desktop/hardware/mobile issues across Mac and Windows platforms
- Play a role in implementing modern technologies/tools/processes to improve efficiency and workflows globally
- Contributing to planning/brainstorming new features or iterations of the IT support/service desk
- Leading onboarding and offboarding of Vivi employees
- Assist with end user (IT Admins) training and enabling stakeholders to self-serve – this is for both Vivi customers and internal staff
- Creating documentation for internal and external stakeholders
- Scoping and delivering on BAU and prioritized project initiatives in line with the Vivi’s OKR’s and the Support Teams initiatives and business priorities
Typical day to day activities may include
- Providing technical support to Vivi customers which range from supporting the Vivi Application across Mac, Windows & Android platforms, the Vivi hardware (running our customized firmware) and Vivi Central – our software management platform.
- Testing & replicating customer reported faults across different platforms and providing solutions or workarounds in the event a bug has been found whilst following correct escalation procedures
- Provide internal technical support, system configuration, incident management and training across a range of SaaS and cloud platforms which includes (but not limited to): Office365, Microsoft Azure, Slack, HubSpot, Atlassian suite, Zoom & others
- Provide training to customers and staff around features or issues with the Vivi product
- Providing systems training and support for Vivi staff for internally used SaaS applications
- Installing, configuring, and maintaining Vivi’s Windows and Mac fleet with software and hardware solutions as well as working with our MDM and Asset Management systems (Intune/Autopilot & Snipe IT).
What we’re looking for
- Minimum of 5 years’ experience in a technical support role with solid experience and understanding of networking technologies
- Be able to demonstrate a high level of attention to detail in all areas of IT support and the ability to work autonomously to prioritise, multi-task and work in a fast-moving environment
- Well-developed interpersonal and communication skills with strong customer service focus
- Advanced problem analysis and problem-solving skills with an understanding of ITIL principles
- Strong understanding and experience supporting Apple, Windows & Android environments
- Broad understanding of common desktop applications, systems administration and cloud technology
You must be able to prove experience working in the following areas:
- Experience working in O365 & Azure AD
- Atlassian Suite (Jira Service Desk and Confluence) or Zendesk
- Diagnosing & troubleshooting networking issues across ethernet and Wi-Fi
Highly Desirable (but not necessary):
- Certifications: ITIL, CCNA, AWS, CompTIA
- Prior experience within SaaS or EdTech environments
- Exposure to Cyber Security and best practices
- Scripting, automation & PowerShell
What we can offer you
- Career progression – we offer each employee an annual $1000 L&D budget as well as access to a variety of online learning platforms
- Wellness program – including 3 wellness days off and subsidised ClassPass subscription
- Give back to the community with our volunteer program
- Birthdays off each year
- Excellent working location close to public transport in a brand new building
