Helpdesk Services Engineer I



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See open jobs at BigCommerce.
Mexico · Remote
Posted on Thursday, January 18, 2024

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been recognized numerous times for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

We are looking for a driven, "Helpdesk Services Engineer I" to join our global IT team and ensure that core IT operations are supported, maintained, and constantly improving. As a key member of our team, you will work with our System Administrators, Infrastructure teams and Key Stakeholders to provide world-class support to our employees who are working in a hybrid work environment. This role is fully remote.

**Please submit your resume in English for review.**

What You Will Do:

  • Work as part of a global IT team supporting BigCommerce employees wherever they are.

  • Facilitate new hire onboarding: Including user account creation, laptop setup (mac and windows) and logistics.

  • Own end-to-end resolution of end user issues and questions to ensure customer satisfaction.

  • Hardware & asset management of PCs, Macs, Tablets, Monitors, AV equipment

  • Diagnose and repair of end users issues (software and hardware)

  • Support Audio/Visual and the technology powering local and global company meetings, including but not limited to Google Meets and Zoom.

  • Maintain a thorough understanding of systems end-users utilize and proactively recommend improvements

  • Conduct periodic audits of accounts, licensing and hardware

  • Work cohesively with IT Helpdesk, IT Infrastructure and Info Sec teams

  • Review documented practices and create or update items as needed

  • Be part of the IT after hours on-call rotation at least once a month

Who You Are:

  • Career-focused with a drive to grow within the IT organization at BigCommerce

  • Experience with Mac and Windows operating systems in a corporate environment (Jamf and InTune)

  • Excellent customer service skills with a focus on customer satisfaction and building relationships

  • Willingness to support remote users while also being part of a larger global team

  • “Get it done” attitude

  • Passionate about technology with the desire to fix problems and make things simpler

  • Well-rounded and broad technical aptitude

  • Good organizational skills with excellent verbal and written communication

  • Self-starter with a positive attitude

  • A persistent approach in problem solving and works with a sense of urgency

  • Excellent task management and follow up skills

  • Ability to put complex, technical issues into plain English terms

  • A desire to help and train users so they better understand the solutions we offer

Nice to Have:

  • Experience supporting Google Workspace, Okta, Jamf, Windows InTune, Atlassian Cloud (Jira and Confluence)

  • Experience supporting remote users in a corporate environment

  • MCP Certificate or equivalent experience

  • Experience with IT Security and related concepts

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.



Diversity, Equity & Inclusion at BigCommerce
Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.

Learn more about the BigCommerce team, culture and benefits at

This job is no longer accepting applications

See open jobs at BigCommerce.