Overview

Tackle.io enables enterprise software companies to accelerate the use of Cloud Marketplaces like AWS, Azure and Google. Our vision is to transform the way software is bought and sold with a laser focus on helping customers build and drive significant channels of revenue through the Cloud Marketplaces.
As a Tackle IT Support Specialist you will utilize your exceptional customer service skills and keen interest in IT to troubleshoot and resolve issues related to hardware, software, and business applications in a fully dispersed remote-first company.  You will also actively contribute to ongoing process improvement efforts reporting directly to the head of DevOps & Security.

Key Responsibilities:

    • Complete ownership of the service desk support function. Log and resolve all incidents, requests, and problems associated with the various platforms, ensuring that the end to end life cycle of a ticket is monitored and resolved to a successful outcome within the defined service level agreements.
    • Administration of GSuite (GMail, Calendar, Drive, etc)
    • Provide technical support to the user base by investigating, diagnosing, and solving computer, software, and hardware issues and faults. This includes desktop support from operating system issues to applications and cloud-based software as a service
    • Perform responsibilities to support Information Security Policies and Procedures
    • Provide asset and technical management of all Tackle laptops and any other technical assets
    • Support the onboarding and off-boarding process, ensuring all user accounts and access permissions are provisioned, maintained, and decommissioned in line with Tackle policies
    • Support in the creation and maintenance of all service desk related documentation. This includes policies, procedures and any technical documentation including end-user guides, service desk technical guides, and knowledge base articles
    • Assist team on continual service improvement of all areas of the business.

Skills and Experience:

    • Experience of working in a Service Desk or technical support environment
    • Knowledge and experience of ticketing systems and service desk procedures
    • Technical knowledge to support MacOS operating systems
    • Hardware technical knowledge to resolve laptop and peripheral issues
    • Customer service skills to create great working relationships with people
    • Any experience of working within a cloud-based PaaS or IaaS environment
    • Security principles such as single sign-on, multifactor authentication, and policies
Why Tackle:  
·       We are Real.  We care deeply about our employees, our teammates, our customers, and our partners.  Working at Tackle means being free to be yourself.  We’re all individuals, operating as a team. We strive for authenticity in everything we do. We’re fun…maybe even best described as “quirky”.   Realness involves transparency so we operate with thoughtful transparency.
·       We are Responsive.  Being responsive to each other and to customers builds trust and shows respect. Responsiveness starts with listening and includes a bias for action.  We are here to help – each other, our partners, and our customers.  To be responsive and to innovate we occasionally have to step out of the comfort zone; but in doing so it should never compromise our integrity. Think around the corners- navigate, investigate and solve with creativity.
·       We are Remote. Being remote-first focused enables us to have a more diverse workforce and diversity provides unique perspectives needed to innovate and succeed. The remote-first culture fosters a better work life balance; uprooting life and moving across country for work can be stressful.  Being Remote-first means you don’t have to make geographical sacrifices to do great work. We believe this creates better employees, better products and better service.  We want people to love it here, not just think of it as a job.
·       You will make a difference.  We’re a young company and growing fast. You’ll have the opportunity to impact the product and process as we grow.  We care about your growth as well. Whether you’re looking to get into management or take a more technical path we’re committed to helping with your goals.
 
The Process:
We have a transparent and streamlined hiring process that can typically be completed in one to two weeks:
·       Phone screen
·       3 additional video chat interviews (on occasion there may be opportunities for in-person interviews)
·       Offer
Benefits of joining the Tackle Team:
Full-time employees currently enjoy these amazing benefits:
·       Work remotely
·       Competitive Salary
·       Health, Dental and Vision Coverage
·       Company off-site Summits
·       Monthly Wellness Reimbursement
·       Internet and Phone Reimbursement
·       $500 Home ergo/office set up
·       Generous Vacation Plan
·       401k
·       Technology tools to do your best work
·       Company Surprises and Swag
·       Awesome Co-workers
Tackle welcomes and celebrates diverse team members and is committed to creating a safe and inclusive environment for all employees. At this time, we can only accept applicants who reside within the United States.
Tackle.io is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation