IT Technical Support Analyst (Hybrid, Amsterdam)

Job Description

About FreshBooks

FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FreshBookers are found all over the globe, and we know that different folks thrive in different working environments: Remote, onsite, and everything in between, you’ll find it with us.

The Opportunity - IT Technical Support Analyst

As an IT Technical Support Analyst, you will collaborate with your teammates and our company at large to improve our office network, servers, teleconferencing, phone, email, desktop systems, and more. Balancing the focus between day-to-day support and strategic process and technology improvements.

What You'll Do as an IT Technical Support Analyst

• Provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and day-to-day operation of IT infrastructure & systems
• Responding to, documenting, and resolving service tickets in a timely manner according to SLAs
• Managing day-to-day identity & access management for enterprise applications and systems including
• Deploy & manage Endpoint equipment, including working with IT vendors for purchasing and shipping equipment.
• Deploy, manage, and track user licensing to ensure capacity and to manage equipment lifecycle and inventory
• Identify proactive solutions to improve IT Operations activities or end user experience
• Maintain and improve documentation on our internal IT process wiki
• Assist IT Infrastructure team with project tasks as needed

What You'll Bring to the Role

• A minimum of 2-3 years of operational IT experience preferably in a Mac environment
• Hands-on experience with desktop imaging and MDM software (e.g. Mosyle, JAMF, Intune, Workspace One, etc)
• Experience with IT ticketing systems (eg. Jira, ServiceNow, ZenDesk, etc)
• Experience managing users and computers in an enterprise environment through access management best practices and tools (eg. Okta, SailPoint, Active Directory, etc)
• Basic familiarity with Google applications and Google Workspace
• Basic familiarity with Linux, the MacOS command line, or equivalent
• Basic knowledge of TCP/IP and Ethernet networks (switches, VLANs)

Our Commitments to You

At FreshBooks each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego! Here are some of the ways FreshBooks recognises and rewards our employees:

• 🩺 Comprehensive Compensation and Wellness Benefits. Including Pension Plan matched to your local office, stock options for every full time employee, generous time off, annual healthy living credit, and more.
• 📚 Perks that Matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.
• 🌱 Working Environments to Help You Thrive. Beautiful office spaces welcome you in Germany, Croatia, and Netherlands, and remote FreshBookers receive a home office credit to set up your home office.
• 🤗 Supportive Peer Group, Mentors, and Leaders . We care about each other across the organisation and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
• 🚀 Accelerated growth. 3 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process.

Closing

Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career.

FreshBooks is an equal opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.

FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at phone (+1) 416-780-2700 and/or [email protected].