BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

We are looking for a driven, "Helpdesk Services Engineer I" to join our global IT team and ensure that core IT operations are supported, maintained, and constantly improving. As a key member of our team, you will work with our System Administrators, Infrastructure teams and Key Stakeholders to provide world-class support to our employees who are working in a hybrid work environment. This role is fully remote.

**Please submit your resume in English for review.**

What You Will Do:

• Work as part of a global IT team supporting BigCommerce employees wherever they are.

• Facilitate new hire onboarding: Including user account creation, laptop setup (mac and windows) and logistics.

• Own end-to-end resolution of end user issues and questions to ensure customer satisfaction.

• Hardware & asset management of PCs, Macs, Tablets, Monitors, AV equipment

• Diagnose and repair of end users issues (software and hardware)

• Support Audio/Visual and the technology powering local and global company meetings, including but not limited to Google Meets and Zoom.

• Maintain a thorough understanding of systems end-users utilize and proactively recommend improvements

• Conduct periodic audits of accounts, licensing and hardware

• Work cohesively with IT Helpdesk, IT Infrastructure and Info Sec teams

• Review documented practices and create or update items as needed

• Be part of the IT after hours on-call rotation at least once a month

Who You Are:

• Career-focused with a drive to grow within the IT organization at BigCommerce

• Experience with Mac and Windows operating systems in a corporate environment (Jamf and InTune)

• Excellent customer service skills with a focus on customer satisfaction and building relationships

• Willingness to support remote users while also being part of a larger global team

• “Get it done” attitude

• Passionate about technology with the desire to fix problems and make things simpler

• Well-rounded and broad technical aptitude

• Good organizational skills with excellent verbal and written communication

• Self-starter with a positive attitude

• A persistent approach in problem solving and works with a sense of urgency

• Excellent task management and follow up skills

• Ability to put complex, technical issues into plain English terms

• A desire to help and train users so they better understand the solutions we offer

Nice to Have:

• Experience supporting Google Workspace, Okta, Jamf, Windows InTune, Atlassian Cloud (Jira and Confluence)

• Experience supporting remote users in a corporate environment

• MCP Certificate or equivalent experience

• Experience with IT Security and related concepts

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

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