Sr. IT Operations Specialist

About Us:

Pacvue is the leading software suite for eCommerce advertising, sales, and intelligence. We help some of the world’s largest brands grow their business on Amazon, Walmart, Instacart, and other marketplaces and work with sellers and agencies of all sizes to help them compete in the constantly changing world of online retail. Our mission is to empower teams to win in the future of eCommerce, and we do it by building first-to-market technology, solving complex problems with our customers, and bringing expertise, collaboration, and innovation to our work every single day. 

Why work at Pacvue? 

• Be on the cutting edge - Pacvue is transforming the way brands and sellers win online.  Our product uses machine learning, artificial intelligence, and data to make intelligent decisions and recommendations. 
• Have fun – we have an energetic and passionate team with a joint mission to win and help our brands and sellers succeed. 
• Learn – from the best!  Our team is full of talented people who want to help you learn, grow – providing you with mentorship, the industry’s best practices and thought leadership.  
• Grow fast – the eCommerce industry has grown fast in the past 2-3 years. Pacvue has grown even faster than most high-tech companies in the market. 

About the role:

Pacvue is looking to add a Sr. IT Operations Specialist to the Corporate IT Service Desk team. This role will report to the IT Operations Manager and will work across all Pacvue brands to support a comprehensive and unified IT experience. You will have an enterprise-wide impact as you work with users across our brands for Tier 1 IT support to keep our teams running smoothly. 

 Responsibilities:

• Support a culture of safety, security, and compliance in all aspects of IT Operations activities. 
• Support enterprise applications across the Pacvue brands (Okta, Slack Enterprise, M365, Atlassian Suite, GitHub, etc) 
• Support users in a remote environment 
• Tier 1 triage  and resolution of IT application and hardware issues; act as an escalation point to higher tier support as needed, in 24/7 environment 
• Tier 1 execution of IT application moves, adds, and changes (MAC) within given procedures and approval processes 
• Walk end users through the problem-solving process in a friendly, helpful, and positive way and follow up to ensure the issue has been resolved 
• Work cross-functionally to aid in successful office experience changes such as hardware and software installations, maintenance, and network troubleshooting 
• Troubleshoot printing and wireless connectivity 

Skills & Qualifications:

• Experience supporting a hosted IT stack: Okta, M365 cloud environment, Atlassian Jira/Confluence, Slack, Zoom, and MDM solutions (Intune, JAMF, Kandji) 
• Experience supporting MacOS & Windows 11, OS installation, configuration and patching 
• Ability to complete assigned tasks on a routine basis, meet resolution SLAs and KPIs 
• Ability to manage multiple tasks, requests and responsibilities and prioritize appropriately 
• Ability and desire to learn new hardware and software and put in the work to do so quickly 
• Proven ability to meet deadlines, multi-task, and work independently 
• 2+ years IT service desk experience 
• Shift work required, with prioritization of US working hours 

Salary and Benefits: 

• Competitive salary of $5.10 per hour with potential annual performance based increases 
• Work From Home 
• Annual contractor bonuses every December and a comprehensive benefits package include HMO for the contractor and immediate family (spouse and children) after three months 
• Sick leave and paid time off after three months 
• Maternity/Paternity leave (applicable after six months) 
• Internal training 
• Opportunities for personal and professional growth within a supportive team environment. 

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