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At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.
Job Description Summary: This role is to support service requests and to provide support and maintenance within the organization’s end user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all devices & peripherals (including but not limited to PCs, laptops, terminals, printers, and MTR devices) to ensure optimal performance. The role will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.
Job Description:
Essential Functions of Role:
1. 45%
Install, upgrade, support and troubleshoot computer hardware and any other authorized peripheral equipment. Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment. Dealing with hardware and application support queries and issues reported to the global support desk and escalated to the Global remote or Desktop Support onsite teams. Customize desktop hardware to meet user specifications and site standards. Provide user data and application recovery. Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines -45 %
2. 20%
Manage asset inventory. Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels. Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. Use tools and methodologies to load, copy and customize operating system configurations for deployment. Responsible for tracking hardware and software inventory
3. 15%
Familiarize end users on basic software, hardware, and peripheral device operation. Take ownership and responsibility of queries, issues and problems assigned to the queue. Be the go-to-person for both the global service desk and the end user when ticket is with you.. Participate in incident and problem management. Resolve all escalated technical problems. Work with vendor support contacts to resolve technical issues within the desktop environment.
4. 10%
Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas. Maintain adequate knowledge of operating systems and application software used to provide a high level of support. Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.
5. 5%
Work with vendor support contacts to resolve technical issues within the desktop environment. Order or buy computer systems and liaise with vendors. Arranges for and/or prepares equipment for shipping/receiving.
6. 5%
Complete regular training and process refresh to ensure you are compliant to SOP’s and processes at all times to maintain security and consistent service we offer.
This position is closely supervised: There is regular review of ticket metrics, personal performance, and daily activity.
Does this position have supervisory responsibility (i.e., responsible for hiring, firing, performance managing, ect.)? No
Does this position have access to confidential information? Yes
Does this position have access to or handle company funds? No
Does this position require independent decision making and judgement for responsibilities of the role?
Yes
This position requires independent decision making and judgement for responsibilities such as user walkups, escalations, onsite and remote “fire drills”.
KNOWLEDGE
What kind of work experience (including length of time), training, and/or level of education is necessary for this position?
- 1-2 years experience working with customers either face to face or remote setting
- 1-2 years of IT work experience
- Industry certifications, this can include MCP, MCSE/MCITP etc.
SKILLS
List any require technical skills (typing, computer/software skills, etc.):
- Proficiency in using and knowing your way around windows and Apple devices
- Ability to operate tools, components, and peripheral accessories.
- Software and Hardware Troubleshooting
- Be proficient in supporting Microsoft operating systems, Advanced support of Microsoft Office Suites
BEHAVIORAL
What are the characteristic competencies to be successful in this role (initiative, resourcefulness, professionalism, etc.):
- Self-confidence and interpersonal skills
- Analytical and problem-solving skills
- Strong listening skills
- Able to operate effectively in a team environment with both technical and non-technical team members
- Able to maintain professional demeanor under stress
- Able to operate within standard operating procedures
- Ability to work cross functionally to find resolutions
Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com
Who We Are:
To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx
PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.
PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].
As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.