Technical Support Specialist II

As a Technical Support Specialist II, you will play a key role in ensuring the seamless operation of our technical infrastructure and providing exceptional support to our end-users, thereby contributing to the overall efficiency and productivity of WHOOP.

The Technical Support Specialist II will be responsible for providing technical support, overseeing Help Desk staff, managing escalations, collaborating with various teams on projects, and ensuring adherence to security policies and best practices. This role requires expertise in PC and MAC systems, EDR, Patch Management, Endpoint Incident Response, MDM, and other relevant technologies.

Responsibilities:

• Provide technical support to end-users, including troubleshooting hardware and software issues on PC and MAC platforms.
• Handle escalations from Help Desk staff and resolve complex technical issues in a timely manner.
• Collaborate with System Admins/Engineers and Security to address technical challenges and implement solutions.
• Manage Help Desk tickets, establish SLAs, and report on adherence to SLAs and other metrics.
• Oversee audio visual equipment and Zoom rooms, ensuring they are consistently operating effectively and meeting the needs of end-users.
• Ensure adherence to security best practices and policies across the team.
• Identify opportunities to enhance internal processes
• Establish and maintain SOPs for technical support processes
• Assist with procurement and inventory management for IT assets and equipment.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or Information Security, or relevant certifications (e.g., CompTIA A+, CompTIA Security+, ITIL) a plus.
• Minimum of 4 years of experience in a technical support role, with demonstrated experience in overseeing Help Desk staff.
• Extensive experience with PC and MAC systems, EDR, Patch Management, Endpoint Incident Response, MDM, and other relevant technologies.
• Experience Okta or similar identity management solutions.
• Strong understanding of IT security principles and best practices.
• Excellent communication and interpersonal skills, with the ability to communicate technical concepts to non-technical users.
• Proven ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Experience in process improvement and SOP development is highly desirable.
• Ability to work on site 5 day per week
• Ability to participate in On Call Rotation

This role is based in the WHOOP office located in Boston, MA. The successful candidate must be prepared to relocate if necessary to work out of the Boston, MA office. 

Interested in the role, but don’t meet every qualification? We encourage you to still apply! At WHOOP, we believe there is much more to a candidate than what is written on paper, and we value character as much as experience. As we continue to build a diverse and inclusive environment, we encourage anyone who is interested in this role to apply.

WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.