Support Specialist Engineer

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

Work/Project Scope: 

• Provides timely, accurate systems maintenance, support, and enhancements.

• Drive continuous improvement in customer and inefficiency and CSAT with services.

• Partner closely with business leaders to create an intuitive customer experience that enables both self-service and access to human assistance.

• Identify customer problems and collaborate to create innovative solutions that use the best combination of services.

• Be able to onboard users, work on JIRA user requests, and build devices.

• Direct hands-on troubleshooting and IT support with macOS, Windows and Linux.

• Work with LDAP, Google Workspace, and SSO authentication.

• Be able to support Zoom meetings for the Senior Leadership Team.

• Must be able to consistently follow documented processes thoroughly and accurately.

• Prepares reference for users by writing operating instructions. Improves existing services by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications

• Evaluate system OS by testing compatibility with new programs and existing programs.

• Diagnose problems relating to critical services such as Active Directory, Jira, Confluence, etc. to prevent problem recurrence.

• Maintaining and enhancing existing scripts, tools, and methodologies

• Basic knowledge of software driver implementation, IP schemas, and network protocols.

• Work in a fast-paced environment with deadlines - delivering high-quality, accurate, and helpful technical support engineering.

• Perform implementation, operational support, maintenance, and optimization of cloud and on-premise infrastructure.

• Work on projects and ensure target dates are met.

Must Haves (Required Skills): 

• Experience with MAC (Jamf preferred), & Windows. Linux is also preferred.

• Windows & M365 System Administration experience (AD, DNS, DHCP, PKI) preferred.

• Excellent verbal communication skills with the ability to translate technology-related jargon to diverse groups of technical and non-technical users.

• Experience with one or more scripting languages preferred: Python, PowerShell, Bash or Perl.

• Administering Atlassian application stack: Jira, Confluence, BitBucket.

• Experience in Cisco/Meraki/Ruckus network devices.

• LDAP, GSuite and SSO authentication

• Experience working with Virtual desktop environments such as Citrix, Tehama or Microsoft VDI Compliance requirements around user provisioning and de-provisioning.

• Able to work with an overlap of 4-6 hours during the early morning or afternoon of Pacific Standard Time business hours.

• Excellent problem-solving skills with solid attention to detail

• Strong logical thinking, solving problems skills, and an emphasis on task quality.

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.