THE COMPANY:

Juul Labs’ mission is to impact the lives of the world’s one billion adult smokers by eliminating combustible cigarettes. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent.

We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career at one of the fastest growing companies is compelling, read on for more details.

ROLE AND RESPONSIBILITIES:

The End User Support Technician is an on-site hands-on position responsible for equipment deployment and supporting the Juul Labs end user experience for our San Francisco and Mountain View office.

In this role, you will have experience supporting MacOS, iOS, Windows operating systems. You will provide quality day-to-day hands on and remote end user support with a high degree of customer satisfaction and technical expertise. You will troubleshoot easy to complex end user hardware, software, mobile device, peripheral issues, audio-visual, teleconferencing, license management and access control cases.

You will partner with HR, IT Ops, Facilities, and Legal departments to coordinate and track new hires as part of the onboarding process or monitor, receive, and check in all returning assets as part of the offboarding hardware lifecycle. You will also perform break-fixes, swaps, upgrades, refreshes, and repairs as part of the hardware lifecycle.

In this role, you will communicate with and reports to the Director of End User Services. You will provide support services to employees with technical problems and information technology issues involving desktop, laptop, audio visual, teleconferencing and network services from local personnel or from employees using network remote access. You will provide timely resolution of problems or escalation on behalf of the end user to the appropriate technical personnel. You will provide case status updates to management and end-users and maintain effective working relationships.

This role is to be completed on-site at our offices in the SF Bay Area supporting executive level users of our organization.

KEY RESPONSIBILITIES:

Work as part of the IT support team to image, deploy, troubleshoot, organize, maintain, and categorize mobile hardware in support of identified business needs
Resolve service requests in form of incident or requests tickets meeting or exceeding SLA
Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal mobile or workstation performance
Execute the onboarding and offboarding process including imaging, deployment, equipment returns and replacements
Collaborate in the hire process from account creation through machine deployment including shipment tracking and coordinating with HR
Maintain an accurate inventory of all unassigned, deployed, retired, and disposed hardware and peripherals
Track, organize, and backup assets as needed for Legal Hold
Manage iPad set-up, configuration, deployment, bill usage and maintaining Sales team partnerships
Work on break-fixes, swaps, and accessories and equipment deployment
Partner with the Global Logistics team to deploy and track international shipments while following and maintaining best practices
Partner with the Global AV support team to support and maintain audio-visual equipment, and coordinate with third party vendors and teams for the resolution of escalated tickets in connection with the AV infrastructure operation.
Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, software, and other products to deliver required desktop service levels
Upgrade OS for PC, Mac, iPads and audio-visual equipment to align to current environment standards
Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation
Provide basic business level application support
Participate in special projects related to the IT function
Build or expand Confluence documentation to drive efficiency and standardize best practices
Perform other duties as assigned

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

7+ years of experience in a desktop or executive support role in a structured corporate environment
5+ years of experience in mobile device management, iOS/Android, in a medium to large size organization
Exceptional communication and customer service, dealing with executive-level users
Ability to work independently with little supervision
Able to effectively interact with end users including managers and directors
Experience with ServiceNow ticketing system
Friendly team player that leads by example, believes in collaboration, and works hard to communicate with team members
Expertise with Windows 10/11, MacOS, iOS operating systems
Knowledge using remote access tools (VPN, VDI, LMI)
Solid understanding of Active Directory
Azure and Intune experience a must
Knowledgeable in Okta, GSuite, Office, and Box
Troubleshoot and diagnose easy to complex hardware problems
Proactively seeks learning opportunities and is a self-starter
Innate ability to communicate a point of view or successfully simplify a process to educate end users
Manage multiple tasks, be detail oriented, responsive, and demonstrate independent thought and critical thinking.
Competencies:
Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently
Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things
Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills
Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information
Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality
Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality
Adaptability—the individual adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events
Safety and security—the individual observes safety and security procedures and uses equipment and materials properly

EDUCATION:

Bachelor’s Degree in Computer Engineering, Information Systems or similar field or relevant work experience desired
CompTIA A+ or similar certifications desired with relevant experience
Certification in Azure or Intune preferred, or relevant experience expected

JUUL LABS PERKS & BENEFITS:

A place to grow your career. We’ll help you set big goals - and exceed them
People. Work with talented, committed and supportive teammates
Equity and performance bonuses. Every employee is a stakeholder in our success
Cell phone subsidy, commuter benefits and discounts on JUUL products
Excellent medical, dental and vision benefits

Juul Labs is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. We will consider for employment qualified applicants with arrest and conviction records, pursuant to the San Francisco Fair Chance Ordinance. Juul Labs also complies with the employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Juul Labs in the US.

SALARY RANGES:

Salary varies by role, level and location, and is dependent on the cost of labor in a given

geographic region among other factors. These ranges may be modified at any time.

SALARY RANGE:

$100,000—$138,000 USD

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