Senior IT Support Specialist

Overview

Instacart is looking for a Senior IT Support Specialist to join its IT Support team in Toronto or New York City. This person is the go-to technical partner for Instacart employees, resolving issues through the ticketing system and in person, and helping every teammate get back to work quickly and feel supported. This is a hybrid role with a set schedule for days in the office, working alongside a collaborative team of technicians, Corporate Engineering, and HR. It's a great opportunity to work with modern tooling, grow your skills, and have a real impact on the employee experience at Instacart.

About the Job

• Resolve 70+ support tickets a week for Instacart employees through our ticketing system and in-person support, while keeping CSAT high.

• Reach full independence within 90 days: self-resolve with minimal escalations, escalate efficiently when needed, and handle on-call responsibilities.

• Support and administer core systems including Okta, Jira, Google Workspace, Slack, Jamf, Conductor One, and 1Password, and troubleshoot macOS, Windows, and ChromeOS.

• Be a point of contact for your office, partnering with IT Support peers, Corporate Engineering, and HR.

• Assist with onboarding new hires, including hardware deployment, equipment setup, and SaaS app access through our SSO tool.

• Keep office AV equipment, including Zoom-enabled conference rooms, working properly.

• Own or contribute to IT projects that help us maintain and scale our environment, and keep our knowledge base and documentation up to date.

• Participate in a rotating on-call schedule for weekend P0 support.

• Work a Monday to Friday 9am to 6pm local-time schedule, in the office 2 to 3 days a week as business needs require (currently 2).

About You

Minimum Qualifications

• 3+ years of relevant IT support experience.

• 3+ years supporting macOS, Windows, and ChromeOS.

• 3+ years of hands-on experience with Google Workspace.

• Hands-on administration experience with Okta, Jira, and Slack.

• Working knowledge of AV systems, including Zoom.

• Comfortable with a rotating weekend on-call schedule for P0 support.

• Ability to occasionally lift 40 lbs.

• Able to work in our Toronto office 2-3 days a week.

Preferred Qualifications

• Hands-on experience with Jamf, Conductor One, and 1Password.

• Experience at a tech company or startup of 1,000+ employees.

• At least a year in a customer-facing role, such as Apple retail.

• A track record of strong CSAT scores and high ticket volume.

• You are inclined to Google things you don't know before asking someone.

• You have a friendly personality and love to teach others.

#LI-Hybrid Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

• CAN
• $91,000—$96,000 CAD