Remote IT Support Technician II - Mastercam's Global Team Delivering Exceptional Technical Support & Driving Innovation

Join the Pioneers of Manufacturing Software at Mastercam

At Mastercam, we're not just a company; we're a community of innovators, thinkers, and doers who are passionate about shaping the future of manufacturing. As the creators of the world's most widely used CAM software, we're committed to solving the most complex challenges in the industry. Our global team, spanning across North America and Europe, is built on a foundation of remote work, allowing us to attract the best talent from around the world. We're now seeking an exceptional IT Support Technician II to join our dynamic team and contribute to our mission of making the impossible possible.

About the Role

The IT Support Technician II is a critical member of our Information Technology team, responsible for providing top-notch Tier 1 support to our global user base. As the first point of contact for technical inquiries, you'll be the face of our IT department, ensuring that our employees have the technical support they need to excel in their roles. This is a remote opportunity that requires a strong technical skillset, excellent communication skills, and a proactive approach to problem-solving.

Key Responsibilities

• Troubleshoot and resolve hardware and software issues on laptops, desktops, tablets, and smartphones, ensuring minimal downtime for our users.
• Utilize our ticketing software to document, track, and report on support requests, providing valuable insights into organizational trends.
• Escalate complex issues to the next level of support, ensuring that problems are resolved efficiently and effectively.
• Maintain accurate records of known workarounds and issues related to technology, serving as a valuable resource for the IT team.
• Communicate effectively with end-users, keeping them informed about the status of their support requests.
• Act as a liaison with hardware vendors to facilitate repairs and replacements, ensuring that our technology infrastructure is always up-to-date.
• Analyze user-related issues and identify solutions based on industry best practices, driving continuous improvement in our IT support processes.
• Oversee the deployment of end-user devices, ensuring a seamless onboarding experience for new employees.
• Assist with new user setup and onboarding, providing a warm welcome to our new team members.
• Collaborate with the IT team to share feedback, observations, and insights on technology-related matters.
• Make informed recommendations on hardware and software purchases, aligning with our technology roadmap.
• Support mobile devices using our Mobile Device Solution, ensuring that our users can work effectively on-the-go.
• Participate in IT projects as directed, contributing to the success of our technology initiatives.

Requirements & Qualifications

To succeed in this role, you'll need a strong foundation in IT support, with a minimum of 4 years of relevant experience in a technology support capacity. A High School Diploma is required, although a Bachelor of Science degree in Computer Science or equivalent is preferred.

Essential Qualifications

• Proficiency in Microsoft technology stack, including Office, Windows, Teams, Active Directory, Intune, and Azure.
• Knowledge of information technology engineering methods and technologies for IT infrastructure, web, mobility, and WAN and LAN networking.
• Experience with researching and analyzing information security technologies and processes to meet complex business needs.
• Analytical reasoning and problem-solving skills, with the ability to apply research methodologies and statistical analysis to solve problems.
• Excellent communication skills, both written and verbal, with the ability to provide accurate and timely information in a clear and concise manner.
• Proven time management skills and a track record of working effectively in a team environment.
• Conflict resolution and active listening skills, with the ability to navigate complex technical issues with ease.

Preferred Qualifications

• Experience with IT service management frameworks, such as ITIL.
• Familiarity with scripting languages, such as PowerShell or Python.
• Knowledge of cloud-based technologies, such as AWS or Google Cloud.

What We Offer

At Mastercam, we're committed to providing a comprehensive compensation package that reflects our appreciation for your skills and experience. Our benefits include a competitive salary, opportunities for career growth and professional development, and a dynamic work environment that encourages innovation and collaboration.

As a remote employee, you'll enjoy the flexibility to work from anywhere, at any time, as long as you're connected to our global team. We're an equal opportunity employer, committed to diversity, equity, and inclusion in the workplace.

Join Our Team

If you're a motivated and talented IT professional looking for a new challenge, we want to hear from you. As an IT Support Technician II at Mastercam, you'll be part of a dynamic team that's shaping the future of manufacturing. Apply now and take the first step towards a rewarding career with our global team.

Don't miss out on this exciting opportunity to join our team and contribute to our mission. We look forward to hearing from you!