Replit
IT
Tier2HelpDeskTechnician
Neural analysis suggests this role is
optimal for Mid candidates.
“Tier 2 Help Desk Technician at Replit. Skills: Apple macOS support, Endpoint management, Google Workspace support, Identity and access management. Provide advanced technical support for end users. Serve as escalation point for Tier 1 support”
What You'll Achieve.
Maintain a high-quality end-user experience; Resolve escalated technical incidents; Improve service quality; Improve operational efficiency
Industry & Context.
Troubleshooting and analytical skills; Ability to diagnose complex technical issues
Able to lift and move IT equipment (up to 40 lbs), Perform hands-on deskside support activities, Be onsite in the Foster City HQ at least four days per week
What They're Looking For.
Must Have
4+ years of experience in IT support, endpoint administration, or helpdesk operations in a macOS-focused environment, expertise troubleshooting Apple macOS systems, hardware, peripherals and enterprise collaboration tools, Experience in Google Workspace administration and advanced end-user troubleshooting, Familiarity with MDM and endpoint management platforms such as Kandji, JumpCloud, Intune or similar solutions, Exposure to endpoint security tooling including EDR, DLP and compliance enforcement technologies, Understanding of identity and access management concepts including MFA, SSO, RBAC, and account lifecycle management, Experience troubleshooting conferencing and AV systems including Zoom Rooms, Google Meet, microphones, displays and room control systems, Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN and wireless networking troubleshooting, Experience using ITSM or ticketing platforms, troubleshooting and analytical skills with the ability to diagnose complex technical issues across multiple systems, Excellent customer service, communication and documentation skills, Ability to prioritize multiple concurrent requests in a fast-paced environment, Able to lift and move IT equipment (up to 40 lbs) and perform hands-on deskside support activities, Be onsite in the Foster City HQ at least four days per week
Nice to Have
Hands on experience supporting Microsoft Windows in an enterprise environment, Previous roles working in a high-growth SaaS environment, Familiarity with SOC 2 and ISO 27001 operational requirements, Relevant certifications such as CompTIA Network+, Apple Certified Support Professional (ACSP) or similar, Active Replit user and passionate about making software creation more accessible
What You'll Do.
Provide advanced technical support for end users
Serve as escalation point for Tier 1 support
Troubleshoot and resolve complex issues
Support core productivity and collaboration platforms
Oversee advanced onboarding and offboarding activities
Support endpoint management initiatives
Assist with identity and access management issues
Participate in incident response
Document troubleshooting procedures and runbooks
Contribute to endpoint compliance efforts
Support basic network troubleshooting
Manage IT inventory and equipment lifecycle
Identify recurring issues and recommend improvements
Mentor Tier 1 technicians
How You'll Work.
Team & Collaboration
Partner with infrastructure and security teams to resolve operational incidents; Coordinate with infrastructure, security and systems administration teams; Assist with vendor coordination; Mentor Tier 1 technicians; Assist with escalation handling; Assist with knowledge transfer; Assist with operational guidance
Communication Scope
Excellent communication skills; Documentation skills
Full Job Description
Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. ABOUT THE ROLE: The Tier 2 Help Desk Technician serves as an advanced technical support resource and escalation point responsible for maintaining a high-quality end-user experience in a primarily Apple macOS environment. This role supports collaboration platforms such as Google Workspace and Slack, troubleshoots complex endpoint issues, assists with identity and access management workflows, and partners with infrastructure and security teams to resolve operational incidents. The technician also contributes to endpoint compliance, device management, and process standardization initiatives while mentoring Tier 1 staff and helping scale IT operations in a fast-paced, security-conscious organization. WHAT YOU'LL DO - Provide advanced onsite and remote technical support for end users in a primarily Apple macOS environment serving as an escalation point for Tier 1 support issues - Troubleshoot and resolve complex hardware, software, authentication, connectivity, and endpoint management issues affecting laptops and mobile devices - Support core productivity and collaboration platforms including Google Workspace, Slack, conferencing applications and related SaaS applications - Oversee advanced onboarding and offboarding activities including device provisioning, access troubleshooting, escalation support for account lifecycle issues and new hire orientation - Support endpoint management initiatives including device enrollment, policy enforcement, software deployment, patch validation and remediation activities through MDM platforms such as Kandji - Assist with troubleshooting identity and access management issues including MFA, SSO and account provisioning workflows - Participate in incident response and coordinate with infrast
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