IT Helpdesk Technician (Remote)

Yelp, Remote, Remote, Canada

Connecting people with great local businesses

The IT Helpdesk provides tech support to our Yelp offices worldwide. You’ll get the chance to solve technical challenges daily while providing customer support to employees across our 12 offices! 

Your primary responsibilities will be to triage all level one support requests, resolve issues at the tier one level, and escalate issues to the appropriate teams. Working on our global IT Helpdesk team, you will also help us provide excellent customer service to our employees in their goal to connect people with great local businesses!

We’d love to have you apply, even if you don't feel you meet every single requirement in this posting. At Yelp, we’re looking for great people, not just those who simply check off all the boxes.

What You Will Do:

  • Respond to assigned Helpdesk tickets and provide solutions for reported customer problems.
  • Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation, if required.
  • Follow instructions and pre-established guidelines to perform job functions.
  • Be familiar with Service Level Agreements (SLAs) and proper response times.
  • Phone, chat and inbound ticket queue support for global employee IT service requests.
  • Monitor internal ticketing system notifications for proactive response, and communication of any outages or system downtime.
  • Participate on Helpdesk team projects and ensure they are completed on time and to specifications.

We Are Looking For:

  • 2-3 years Helpdesk technician experience.
  • Excellent customer service skills.
  • Solid grasp of MacOS required, Windows skills preferred.
  • Working knowledge of the following technologies: Google Apps, Office 365 for Mac and PC, Active Directory, Jira service desk, SSO, JAMF, and Airwatch.
  • Exposure to cloud-based telephony systems.
  • Familiarity with writing technical documentation.
  • ChromeOS experience preferred.
  • Experience working in high-paced environment
  • Understands ticket process, workflow and queue management.
  • Excellent written and verbal communication skills.
  • Highly motivated with a positive attitude.
  • Ability to work independently and within a team environment.
  • Ability to prioritize and address multiple tasks in a dynamic work environment.
At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include “Playing Well With Others” and “Authenticity.”

We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.

We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or 415-969-8488.

Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes.

About Yelp

Yelp connects people with great local businesses. Our users have contributed approximately 127 million cumulative reviews of almost every type of local business, from restaurants, boutiques and salons to dentists, mechanics, plumbers and more. These reviews are written by people using Yelp to share their everyday local business experiences, giving voice to consumers and bringing “word of mouth” online.

Want to learn more about Yelp? Visit Yelp's website.