IT Support Engineer - Wayfair 

Who We Are

Do you want to be part of a collaborative team at a growing eCommerce company? At Wayfair, the Technical Support Tier 1 Service Engineer plays a critical role within the Employee Technology team, providing first line technology support to Wayfair employees. This is an entry-level position based out of Bengaluru, India that offers exposure to the broader organization. 

What You’ll Do

• Serve as the first line of contact, delivering best-in-class customer service, problem resolution, and technical troubleshooting via phone, tickets, and chat. 
• Provide technical support for a variety of technologies including Windows and Apple laptops , Google Workspace, Active Directory, VOIP telephony, and network issues, including some home networking issues. 
• Analyze and troubleshoot hardware, software, and computer peripherals, ensuring employees can utilize their hardware and software effectively.
• Use available resources to accurately address calls, tickets, and chats from end-users experiencing problems with hardware, software, and other computer-related issues.
• Ensure proper documentation in the Service Now ticketing system, accurately reflecting the issue, including priority and category, and escalate issues to the appropriate resolution team as needed.
• Resolve basic issues, including account resets and identifying obvious hardware failures, and perform preemptive troubleshooting tasks before escalation.
• Route approved hardware requests to the IT Asset Management team, and assist with the deployment. 
• Utilize troubleshooting tools such as Nexthink or team runbooks to support end users. 
• Troubleshoot and support Ethernet networks (LAN/WAN) and VPN connectivity.
• Monitor and prioritize incoming emails, phone calls, and alerts through our ticketing system, ensuring established SLAs are met or exceeded.
• Continuously seek out and implement ways to make systems and processes more efficient.

What You’ll Need

• Knowledge of basic computer operations (Windows / Apple) and a solid understanding of Google Workspace technologies. 
• Ability to diagnose and troubleshoot basic technical issues. 
• Strong interpersonal and communication skills, both written and verbal, with diverse audiences including business users, technical users, and developers.
• A high degree of technical aptitude, troubleshooting skills, and a strong sense of customer service, attention to detail, and organization.
• Ability to work as part of a team and independently, as required. 
• Good time management skills to ensure commitments are met within time limits.
• Scripting/automation experience with Powershell, SQL, VBScript, or PHP is a plus.
• Excellent interpersonal and team-building skills, a positive, people-oriented attitude, and a willingness to share knowledge and pitch in wherever needed.
• An analytical, creative, and innovative approach to solving problems and a desire to learn and develop skills to accommodate a changing technology department.
• An interest in working hard and being challenged in a fast-paced environment while having fun.
• Reliable home internet and dedicated workspace at home as some shifts may work from home. 
• Ability to come into the office once a quarter or more often depending on shift and building operating hours. 

Join us to make a difference in providing seamless technical support and enhancing the end-user experience for Wayfair employees!

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

Need Assistance?

About Wayfair Inc.Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.