It Support Engineer Jobs

Job Title: IT Support Engineer

Remote – US and British Columbia Only

About Vivante

Vivante Health is an innovative startup reinventing the way chronic conditions are managed. We’re filling the unmet needs of people with chronic conditions that are invisible, neglected or stigmatized, starting with digestive disease.

Why digestive? Because an astonishing 70 million people in the US are affected—that’s twice the number with diabetes and more than many other chronic conditions combined. Unlike other chronic conditions, though, digestive diseases often go untreated or misdiagnosed…because of stigma.

At Vivante, we think it’s time to bring digestive health to the forefront while providing REAL solutions to the millions who are struggling and don’t know where to turn. Our health management ecosystem, GIThrive, empowers people to spend less time worrying about their digestive symptoms and more time living life.

GIThrive works with our members (patients) to help identify and manage their digestive health conditions with personalized insights & recommendations. Our platform also facilitates interactions with our world-class clinical team to blend our technology with real person-to-person relationships that support each patient throughout their individual journeys.

With a remote-first workforce, backed by leading digital health investors, we’re changing the way healthcare is delivered.

Position Summary

Reporting to our IT Security Manager, you’ll play a pivotal role in building and maturing an IT function that applies the best solutions to the opportunities and complexities of a dynamic business model.

You will:

• Help to scale and mature IT’s areas of responsibility (business systems, endpoint, worker identity, office technology)
• Provide technical support, conduct repairs, configure and install new hardware and software, and help train staff members.
• Develop and maintain reporting methods to increase visibility and enable our teams make data-informed decisions
• Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Why is this a great opportunity for a data engineer?

• You are energized by working in a fast-paced startup environment
• You love making the right tradeoff between speed and scalability in order to best empower the teams you work with
• You love deeply understanding operational workflows and enjoy creating elegant solutions to complicated problems
• You have experience taking IT projects from vision to reality in partnership with cross-functional teams and third-party products and consultants
• You are motivated by seeing the impact of your work on the success of other teams

Other things about our environment you should be aware of:

• You have administration expertise with at least three of the following products (Okta, Google Workspace, Zoom, Slack)
• You have 3-5 years experience working in a modern IT environment.
• You are a hunter/gatherer, skilled at working with stakeholders to collect, synthesize and present solutions that meet business needs and drive efficiency across workflows
• Have experience building with iPaaS/Automation/Glue tools
• You are an excellent project manager, organized and methodical, taking the steps to deliver high quality work
• You are a team player and have no ego, welcoming feedback with a growth mindset and adept at managing up and across teams

About the role:

We're looking for an experienced IT Support Engineer I to join our tight-knit team. You’ll be working with a small group supporting our internal team of professionals with the tools they need to deliver customer success. We are a fast growing company which means there's never a shortage of new IT projects and challenges to solve. Our startup roots mean we favor solving these problems from within and leveraging the knowledge and talents of our team. We don't have escalation tiers; we don't just "turn it off and back on again"; we keep the teams we support productive and things running smoothly by solving problems and not just addressing symptoms. We put just as much value in growing the skills of our team through frequent opportunities for project and team leadership. If you’re interested in being regularly challenged to solve new problems, instead of fire-fighting the same issues again and again, then you’ll be a great fit.

Responsibilities Include:

• Track issues through the GitHub Service Management queue and ensure prompt resolution
• Suggest improvements on technologies and procedures
• Provide feedback on processes and make recommendations on areas to improve
• Manage hardware and software inventory
• Assist in the administration of cloud-based applications, preferably Google GSuite.
• Solve problems and provide scalable solutions to our desktop users
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Onboard new users: provision laptops, phones, and necessary accounts
• Perform recommended upgrades and patches to operating systems, applications, and equipment
• Follow-up with internal staff/customers

Desired Qualifications:

• 3-5 years experience in a desktop support/help desk or similar support role.
• Effective and clear oral and written communication skills.
• Degree in Computer Science or a related field, or equivalent experience
• Understanding and familiarity with our cloud based platforms: Google GSuite, Box, JAMF, Okta/SSO, etc
• Terrific deskside manner; with the ability to support users without alienating them
• Highly proficient with Windows and Mac OSX computer platforms, or enough IT acumen to learn quickly.

You'll be a good fit here if you are:

• A self motivated, creative problem solver
• A team player. You like collaborating closely with other engineers.
• Security oriented. We take the stewardship of our customer's healthcare data seriously, and take no shortcuts to protect it
• At least partially obsessed with automating everything
• Comfortable with a distributed workforce. We interact with each other via video chat, Slack and PR comments

Vivante Health is an equal opportunity employer.

We believe safe spaces where everyone can be their authentic selves is the key to a successful team so we welcome and embrace all identities, cultures, and backgrounds.

Interested? Apply here