About the Company
Pinterest is a visual discovery engine for finding ideas like recipes, home and style inspiration, and more. With billions of Pins on Pinterest, there’s always something new to spark your imagination. Our mission is to bring everyone the inspiration to create a life they love. We are a global company built on innovation, creativity, and a commitment to our users and employees.
Job Description
We are seeking a dedicated and technically proficient individual to join our team as a Pinterest Technical Support – Level 1 IT, Remote. In this 100% remote role, you will be the first point of contact for our internal employees, providing essential technical assistance for a wide range of IT issues, including hardware, software, network connectivity, and access to Pinterest-specific tools and platforms. You will play a crucial role in ensuring the smooth operation of our internal technology infrastructure and empowering our team to do their best work. This is an excellent opportunity for an enthusiastic individual looking to grow their career in IT support within a dynamic and innovative tech environment.
Key Responsibilities
- Provide first-line technical support to Pinterest employees via chat, email, and phone, troubleshooting hardware, software, and network issues.
- Resolve common technical problems related to operating systems (macOS, Windows), productivity suites (Google Workspace), and internal applications.
- Assist with account provisioning, password resets, and access management for various internal systems, including those relevant to Pinterest's platform.
- Document all support interactions, resolutions, and escalations accurately in our ticketing system.
- Escalate complex or unresolved issues to appropriate Level 2 support teams or specialized IT personnel.
- Guide users through step-by-step solutions, ensuring a positive and effective support experience.
- Maintain and update internal knowledge base articles to improve self-service options for employees.
- Participate in on-call rotations or flexible scheduling as needed to provide comprehensive support coverage.
- Contribute to continuous improvement initiatives for IT support processes and tools.
Required Skills
- Proven experience in a technical support or help desk role, preferably remote.
- Strong understanding of macOS and Windows operating systems.
- Familiarity with Google Workspace (Gmail, Calendar, Drive, Docs, Sheets) and other common productivity tools.
- Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and manage time effectively in a 100% remote work environment.
- Proficiency with ticketing systems (e.g., Jira Service Desk, Zendesk).
- Basic understanding of networking concepts (TCP/IP, Wi-Fi, VPN).
Preferred Qualifications
- CompTIA A+, ITIL Foundation, or similar certifications.
- Experience supporting users in a fast-paced technology company.
- Familiarity with mobile device management (MDM) solutions.
- Experience with identity management systems (Okta, Azure AD).
- Knowledge of Pinterest's platform or social media industry trends.
Perks & Benefits
- Comprehensive medical, dental, and vision insurance.
- Generous paid time off and company holidays.
- 401(k) retirement plan with company match.
- Stock options/equity potential.
- Professional development opportunities and training.
- Remote work stipends for home office setup and internet.
- Employee assistance program.
- Wellness programs and resources.
- Company-sponsored virtual team events and social gatherings.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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