About The Role

We are looking for a technically skilled candidate with strong problem-solving abilities to join our team as a TechOps Administrator. This role is located in Phoenix, AZ and will report to the TechOps Manager.

As our TechOps Administrator you will provide hardware and software support for a variety of technical issues while ensuring the highest-level customer service. Additionally, you will be responsible for administering a wide range of platforms in support of the business. This role provides day to day support for application, hardware, and networking issues for our growing company, The RealReal. TechOps Administrators are key contributors to technical projects, audits and QA. You will have the opportunity to tap into your interpersonal skills as you interact with colleagues from various departments and executive levels. You will listen to their technical needs, understand their problems, and implement technical solutions - helping our employees thrive in their daily work and giving them a positive experience.

What You Get To Do Every Day

Support

Provide technical support and assistance to all employees, both on-site and remote
Respond to the daily queue of support requests in a timely and efficient manner
Properly record, track, and document ticket/incident information and escalate problems (when required) to the appropriate team
Watch for and communicate support trends
Identify and escalate outages to appropriate parties
Provide guidance to junior TechOps team members and identify opportunities to assist in their growth
Perform on/off boarding of employees
Create, add, and modify accounts and services across our various platforms
Maintain Audio/Video and conferencing equipment
Strive for customer service, maintain transparency, communicate priorities
Maintain an approachable atmosphere with teammates and end-users
Some weekend hours of coverage to be expected
Provide rotational on-call support

Projects

Highlight opportunities for proactive project initiatives
Debate, align, and commit on active and upcoming projects to improve outcomes and timelines
Assist with on-site testing of new technologies within local auth center as directed by senior TechOps staff
Contribute to installation of new/refreshed technology within local auth center
Partner with Facilities to execute general desk/equipment moves, additions, and changes within local auth center

Asset Management, Auditing, and Deployments

Participate in regular audits of deployed and stored inventory using the asset management systems
Receive, test, and provision endpoint hardware (laptops, desktops, phones, peripherals)
Manage, update, and maintain records in the asset management tool
Contribute to migrations between systems and services, vendors, and platforms
Update any outdated information discovered in KBs while performing daily work

What You Bring To The Role

Minimum Requirements:

2-4+ years of experience in a technical support role
Knowledge and experience supporting, troubleshooting, and configuring MacOS, Windows, iOS, and Android devices
Experience supporting Google Workspace or similar platform (e.g. Office 365)
Identity & access management (IAM) experience (Sailpoint, AD, LDAP, or similar directory based systems)
Proficiency managing support inquiries via ticketing system (Freshservice, ServiceNow, Zendesk, etc)
Single sign on (SSO) and multi-factor authentication (MFA) support experience
Mobile Device Management Tools (Jamf, Intune)
Networking principles (DHCP, DNS, SSID), Meraki experience is a plus
Strong writing skills, ability to clearly document work and meaningfully communicate with end users, vendors, and business partners
Excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand
Demonstrated ability to work well in a fast-paced, iterative, deadline-driven environment
Collaborative with proven ability to work closely with teammates as well as non-technical employees to drive cross-functional business initiatives
Curious nature with a strong desire to understand how and why things work
Ability to organize, prioritize, and meet established deadlines
Foundational tech certification (A+, Google IT Support) or Technical degree from an accredited school can substitute for part of the experience requirement
Ability to Travel 10%

Compensation, Benefits, + Perks

Employee Stock Purchase Plan
401K with Company Match
Medical, Dental & Vision Insurance
Paid Parental Leave
9 Paid Company Holidays
Flexible Time Off (With Manager Approval)
Find out more about our Benefits here.

The expected salary range for this role is $63,036.00-$84,048.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The RealReal

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