IT Specialist

About the role

Yugo is a global leader in student housing dedicated to creating exceptional living experiences for students around the world. With a presence spanning more than 14 countries and 120 cities, Yugo combines innovation, community, and purpose to redefine student living. The second-line IT Support Technician is an integral role within the IT support department, providing advanced technical assistance and troubleshooting to ensure the smooth operation of an organization's IT infrastructure.

This position requires excellent problem-solving skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders. The ideal candidate is a self-starter, passionate about and energized by new projects and creating value, and able to work across multiple time zones and jurisdictions.

Responsibilities

• 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
• 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
• Troubleshoot network connectivity issues and work with third-party vendors as needed to resolve problems
• 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
• Work with the team to oversee the second line/escalation ticket queue within the IT service desk, ensuring SLA’s are met, and customers are kept updated on the status of tickets
• Create and maintain how-to guides and processes for the outsourced 1st line support desk and the 2nd line team
• Create and maintain guides on the knowledgebase for Yugoers to use to self-serve
• Act as the primary onsite IT presence for the Austin headquarters, providing day-to-day technical support and serving as the first point of contact for office-based technology needs

Qualifications

• 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 qualifications include experience in student accommodation, hospitality, or the residential sector, relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar, and experience with Microsoft Intune and Microsoft Entra administration.

Skills

• 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

Benefits

• Competitive salary ($60,000 - $65,000 per year)
• Generous benefits package, including health, dental, and vision
• 401k + 4% employer matching
• Three weeks of PTO
• Paid Wellness Time
• 11 paid Holidays
• Minimum one-week paid wellness time
• Paid Parental Leave
• 1 Paid Volunteer Day
• 1 Paid YuDay
• Company paid STD, LTD and Life insurance