IT Support Engineer

Built Technologies

Built Technologies

IT, Customer Service
Nashville, TN, USA · Remote
Posted on Thursday, June 13, 2024

COMPANY OVERVIEW

Built is a growth-stage company at the intersection of FinTech and PropTech. We are on a mission to change the way the world gets built with technology and services that streamline the $1.4T U.S. construction industry.

By providing a centralized platform for all industry stakeholders, Built enables increased efficiency, collaboration, transparency, and business agility—allowing customers to build and manage the communities around us more profitably and with more confidence. The Built platform is used by hundreds of leading North American lenders and asset managers, and thousands of developers, home builders, and contractors.

Recently, we secured $213M in new venture funding from both new and existing investors, propelling us to a $1.5B valuation. This achievement solidifies our position as Nashville’s newest unicorn. Bringing on the “best talent in the world” is at the forefront of our continued growth trajectory—and we want you to be part of it.

LINKS

IT Support Engineer

Team:
The IT Support Team at Built is dedicated to maintaining and enhancing the experience of our end users against the backdrop of an ever-evolving internal infrastructure. This team ensures seamless IT support, manages assets, and identifies opportunities for process improvement, playing a crucial role in the overall mission of Built.

Role Summary & Scope:
As an IT Support Engineer, you will be essential in maintaining and enhancing our internal IT infrastructure. Your role requires a blend of technical proficiency, strong problem-solving skills, and the ability to manage administrative tasks effectively. Your impact will be felt across various areas including desktop support, network support, asset management, vendor relationship management, and more.

This is an on-site role and is expected to be on-site at least four days a week, with one work-from-home day that alternates with the team’s availability.

Key Responsibilities:

Desktop Support:

  • Provide Tier 1 and Tier 2 desktop support, including troubleshooting and resolving hardware and software issues.
  • Track and manage IT-related work through ticket creation and documentation, ensuring timely resolution of issues.
  • Escalate complex issues to higher-level support when necessary.

Provisioning and Access Management:

  • Provision and manage employee access to internal systems and services, ensuring proper permissions and security protocols are followed.
  • Participate in the onboarding/offboarding process to ensure new hires feel welcome and are efficiently brought on board.
  • Utilize tools like JumpCloud, Okta, and Entra ID to manage user access efficiently and in a compliant manner.
  • Develop an emerging understanding of user group architecture & group-based management.

Network Support:

  • Troubleshoot and resolve local network connectivity issues, including wired and wireless networks.
  • Support the configuration and maintenance of network components such as routers, switches, and access points.
  • Troubleshoot VPN configurations to ensure secure remote access for employees.

Teleconferencing and AV Support:

  • Support and maintain teleconferencing systems, including phones, webcams, and portable televisions.
  • Ensure smooth operation of AV equipment for meetings and presentations.

MDM Solution Management:

  • Manage Mobile Device Management (MDM) solutions, including deployment, configuration, and retirement of devices using tools like JumpCloud, Kandji, Jamf, and Intune.
  • Understand group policies and security settings present in our existing MDM infrastructure to ensure compliance with company standards.

Security and Compliance:

  • Implement and manage security measures, including hard disk encryption for company-issued workstations using group policies in Kandji & Intune (BitLocker, FileVault).
  • Ensure IT systems adhere to industry compliance standards and regulatory requirements.
  • Conduct regular audits and assessments to identify and mitigate security risks.

Asset Management:

  • Maintain an accurate inventory of IT assets, including hardware and software.
  • Manage the lifecycle of IT assets from procurement to retirement, ensuring optimal utilization and compliance with company policies.
  • Utilize asset management tools to track and control inventory.

Knowledge Base Management:

  • Create and maintain a comprehensive knowledge base of self-serve solutions for common IT issues.
  • Document troubleshooting steps, best practices, and solutions to improve efficiency and user experience.

Process Improvement:

  • Identify and implement opportunities for process improvement within the IT support and infrastructure ecosystem.
  • Streamline workflows to enhance efficiency and reduce downtime.
  • Proactively suggest and implement enhancements to IT operations to improve user satisfaction.

Policy Adherence and Administrative Support:

  • Follow and enforce company policies related to IT operations, security, and asset management.
  • Handle administrative tasks efficiently, ensuring compliance with onboarding and offboarding procedures to maintain system security and readiness.
  • Support the development and implementation of IT policies and procedures.

Skills and Qualifications:

Technical Skills:

  • Proficiency in configuring and managing Mac/Windows workstations.
  • Experience with asset management software (JumpCloud, Jamf, Kandji, Intune) and EDR solutions (Malwarebytes, Symantec, Crowdstrike).
  • Experience with low & no-code automation tools such as Jira Automation, Okta Workflows, or GitHub Actions.
  • Emerging understanding of network support, including wireless and wired networking concepts, VLAN/WLAN, and VPN troubleshooting.

Administrative and Soft Skills:

  • Ability to work autonomously and proactively, with minimal oversight.
  • Exceptional customer service skills, with the ability to articulate technical information to non-technical users.
  • Demonstrated strong attention to detail with the ability to recognize and identify context overlap across multiple systems and stakeholders.
  • Strong documentation skills.
  • Ability to thrive in a fast-paced, rapidly changing environment, utilizing critical thinking and problem-solving skills.
  • Experience with directory services (JumpCloud, AD, Okta) and SaaS applications (Google Workspace, O365, Atlassian) is preferred.
  • Certifications such as CompTIA A+, Network+, or other relevant certifications are a plus.

Education and Experience:

  • Experience working in an IT Service Desk, Helpdesk, or Support role in a fast-paced environment.

Additional Information:

  • Onsite Availability: This role is expected to be on-site four days a week, with one work-from-home day that alternates with the team’s availability.
  • Physical Requirements: Ability to lift or move equipment up to 50 pounds.

Built’s salary range for this position is $60,000 - $85,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Built's total compensation package for employees. Your total rewards package at Built will include equity, top-notch medical, dental and vision coverage, an unlimited PTO policy, and other benefits.

Perks:

  • The rare opportunity to radically disrupt an industry
  • Competitive benefits including: uncapped vacation, health, dental & vision insurance, and 401k
  • Robust compensation package including base salary and equity
  • Flexible working hours, paid family leave, ERGs & Mentorship opportunities
  • Learning grant program to support ongoing professional development

Our company is made up of passionate people who are driven in a variety of disciplines—and each of them brings their unique perspective to everything they do. Creating a safe and inclusive workplace is critical to the success of our company and of our employees, so it’s our aim to recruit, hire and promote without bias against race, color, religion, sex, sexual orientation, gender identity, marital status, veteran status or any other status protected by applicable law. As we learn and as we grow, we’re committed to ensuring that these ideals are at the forefront of everything we do.

Greenhouse Disclosure

When you apply to a job on this site, the personal data contained in your application will be collected by Built Technologies (“Controller”). Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for current or future employment. You have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability.

If you would like to contact Controller to ask questions surrounding processing of your personal data or to make a request, you can send an email to privacy@getbuilt.com.

For California residents: Please note that Controller does not sell your personal data or share it with third parties outside of Greenhouse Software, Inc.