IT Support Specialist

About the team + role 

We’re looking for a Support Engineer to join our Support Engineering team to support Robinhood’s continued growth and our Robinhoodies across multiple offices. You will work closely with Hoodies across the whole company. The ideal candidate is an excellent communicator and fast learner seeking an empowering environment to boost their IT skills.

We are looking for someone to our first Support team member in our Toronto office and travel to our other office locations when needed.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do

• Act as the first point of contact to resolve and assist Robinhood employees with technical issues including software and hardware, mainly macOS platform.
• You will work in the local office on most days.
• Support Enterprise software and applications as it relates to the team and provide support/resolution for a wide variety of services. Advance high priority problems or outages to other internal teams for immediate resolution.
• Own the follow through, communication and updates throughout.
• Work with Robinhood employees to fix various infrastructure on-site, remote connectivity and access issues (WiFi, Zscaler, VoIP, etc.)
• Carry out onboarding and offboarding tasks, including hardware setup, access management, asset management, and develop process improvements
• Participate in Release and Change Management as new solutions are deployed to the employee community. Explain the benefits, provide education, and solve issues.
• We will help roll out new security releases and resolve software and hardware-related compatibility problems
• Continuous improvement around processes and employee happiness. Identify trends to find opportunities for positive change.
• Use insights gained through direct support and data analysis to improve user journeys and prioritize solutions.

What you bring

• Previous enterprise technical support experience: Google Workspace, Okta, Slack, etc.
• Excellent customer service and troubleshooting abilities in in-person and remote-working environment
• Comfortable problem solving with multiple operating systems, mainly macOS (iOS, Android, Linux, Windows) preferably in an enterprise environment
• Previous experience with MDM solutions
• Ability to administer and solve: VPNs, password managers, two-factor authentication, single sign-on and security protocols

Our team is committed to providing an inclusive and welcoming interview experience for all candidates. If you require a specific accommodation during the application or interview process due to a physical or mental condition, please complete this Applicant Accommodation Form to notify our team. The form should only be completed if you need a specific accommodation.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.

Please see the independent bias audit report covering our use of Covey here.