IT Support Specialist at LemFi (Formerly Lemonade Finance)

Lemonade Finance (YC S21) is building a neobank for immigrants in North America & Europe. We provide our users with multi-currency accounts that allow them to hold, send, and receive money from Africa in any currency for their business and personal banking needs. There are over 10 million Africans living in North America & Europe who go through hoops and have to pay exorbitant fees to send money to their loved ones. We are constantly fighting for everyday Africans to be able to move their money freely around the world at no cost and with the best exchange rate they can find out there. We launched the first version of the app at the beginning of October 2020 with just the ability to send money. Now, we enable our users to send and receive as well as pay bills for services across the ocean for loved ones. We have also grown to a team of more than 25 people working remotely and living on different continents

Job Summary

• We are seeking an IT Support Specialist to respond to and diagnose problems through various mediums. The ideal candidate supports our employees with various technical needs including hardware, software or network issues. As an IT Support Specialist, you will be responsible for enhancing the employee experience by providing front-line technical support services while working with a diverse team.
• You love problem solving and collaborating with others to provide world class support. Being the best fit for this position means you are both humble and confident. You strive towards excellence but understand your limitations and don’t hesitate to ask for help when needed.

Responsibilities Are As Follows

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either via, email, Slack or ticketing system.
• Provide IT HelpDesk assistance to employees.
• Walk employees through problem-solving processes and follow up to ensure issues have been resolved.
• Run diagnostic programs to resolve problems as well as troubleshoot IT scripts, systems, or automation
• Support and maintain critical SaaS tools (Google Workspace, Slack, JIRA, Confluence, Dropbox, etc.)
• Troubleshoot hardware (macOS, Chrome OS, iOS, peripherals)
• Facilitate the provisioning of laptops for new hire on-boarding and fleet upgrades
• Assist with new hire onboarding and training curriculum
• Update, and maintain detailed external and internal IT documentation
• Onboard and support third-party vendors and/or contractors
• Contribute to shared global IT off-boarding tasks and responsibilities
• Own IT asset management and ensure accurate and actionable records are kept of required equipment.

Requirements And Skills

• Possess 3+ years of experience in IT HelpDesk and Support experience
• Possess strong working knowledge of Apple systems and software
• Possess strong working knowledge of Google Workspace, Slack, JIRA, Confluence, Dropbox, or similar cloud providers
• Possess strong working knowledge of Atlassian systems (JIRA and Confluence)
• Possess understanding of script execution and troubleshooting (ex: Ruby, Bash, Python)
• Able to independently manage and prioritize workload and projects
• Possess outstanding interpersonal and communication skills
• You are empathetic, humble, and possess a strong focus on customer service

Method of Application