Yugo

Yugo is the trusted name for student housing globally. We connect young people and students daily to opportunities and amazing spaces. Here at Yugo, we like to do things differently. It's about people, the planet, and passion.

The second-line IT Support Technician is an integral role within the IT support department. This position provides advanced technical assistance and troubleshooting to ensure the smooth operation of an organisation's IT infrastructure. It requires excellent problem-solving skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders.

It’s a big job! You are a self-starter and are (relatively) autonomous, at least enough to work across multiple time zones and jurisdictions. Crucially, you are passionate about and energised by new projects and creating value.  

Key Responsibilities:

Technical Support

• Provide second-line support for complex and escalated IT issues reported by end-users
• Provide support for projects and their implementation when major changes are rolled out to Yugo
• Diagnose and resolve hardware, software, and networking problems
• Assist with the configuration, deployment, and maintenance of IT equipment, including desktops, laptops, printers, and mobile devices
• Collaborate with first-line support teams to ensure a seamless escalation process and efficient resolution of support tickets
• Document and track all support interactions and resolutions in the IT service management system

System Administration

• Perform routine system maintenance tasks, such as updates, patches, and backups
• Manage user accounts, permissions, and security settings in various IT systems
• Monitor system performance and proactively address potential issues to minimize downtime
• Ensure data integrity and security by implementing and enforcing appropriate policies and procedures

Network Support

• Troubleshoot network connectivity issues and work with third-party vendors as needed to resolve problems

Customer Service

• Provide exceptional customer service by effectively communicating with users and addressing their technical concerns professionally and on time
• Offer training and support to end-users on various IT systems and applications
• Maintain a positive and proactive attitude, ensuring user satisfaction and fostering a collaborative work environment
• This job description serves as a guideline. This list of responsibilities is not intended to be exhaustive, and other requests commensurate with the role may be made of you from time to time. This is a hands-on commercial role

ServiceDesk Management

• Work with the team to oversee the second line/escalation ticket queue within the IT service desk, ensuring SLA’a are met, and customers are kept updated on the status of tickets
• Create and maintain how-to guides and processes for the outsourced 1^st line support desk to do their job effectively
• Create and maintain how-to guides and processes for the 2^nd line team, as well as help to maintain formal lists and documents
• Create and maintain guides on the knowledgebase for Yugoers to use to self-serve
• Work with the Helpdesk Supervisor to SLA compliance and expected service levels are met

What You Bring:

Required:

• 2 years of relevant experience, with a focus on end-user support
• Experience with Active Directory, Exchange, and other server technologies
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN
• Proficiency in supporting Microsoft Office Suite and other typical software applications
• Strong Windows and Mac operating systems knowledge, including installation, configuration, and troubleshooting

Desirable:

• Experience in student accommodation, hospitality, or the residential sector is highly desired
• Relevant certifications, such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar, are highly desirable
• Experience of Microsoft Intune and Microsoft Entra administration
• Experience with Apple Business Manager, Android Enterprise and MDMs
• Excellent problem-solving and analytical skills, with the ability to think critically and logically
• Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely
• Ability to work well under pressure and effectively manage multiple tasks and priorities
• Strong customer service orientation, focusing on understanding and addressing user needs
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability
  

Here's a snapshot of what we offer!

• Competitive salary of $60,000 - $65,000 / year
• Generous benefits package. Including health, dental and vision
• 401K + 4% employer matching
• Three weeks of PTO
• Paid wellness time
• Paid volunteer time
• Paid YuDay
• Parental Leave
• 11 paid holidays

Join us. Let’s build something extraordinary—together

#LI-ONSITE