To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here https://www.tarro.com/!
WHAT WE’RE LOOKING FOR
Tarro is looking for a highly capable IT Support Engineer to provide on-site or via remote technical support for end-users experiencing hardware, software, and networking issues. He/She will assist with software installations, network failures, hardware malfunctions, and other IT-related issues.
WHAT YOU’LL ACCOMPLISH
Monitor and maintain computer systems and networks.
Installing and configuring computer hardware, software, systems, networks, printers, and scanners
Research and identify solutions to software and hardware issues
Responding in a timely manner to service issues and requests
Provide phone, email and chat support
Provide troubleshooting and debugging of production application and general network troubleshooting
Transition application issues to the engineering team and open and follow up with support tickets for IT Vendors we work with
Escalate critical issues and roadblocks to the next tier of Support.
YEAR 1 DELIVERABLES
1. Stabilize Daily IT Support Operations
Respond to and resolve support tickets within agreed SLAs.
Address recurring end-user issues to reduce repeat incidents.
Ensure seamless support across hardware, software, and network concerns.
2. Improve End-User Experience
Streamline onboarding/offboarding processes (device setup, account provisioning).
Standardize and document support procedures for frequently asked issues.
Provide training or quick guides for common tools (VPN, remote tools, and etc.).
3. Asset & Inventory Management
Reconcile and update the IT asset inventory.
Ensure all devices are tagged, tracked, and properly recorded in the system.
Implement a process for timely return of equipment from offboarded employees.
4. Enhance System Reliability and Performance
Monitor and troubleshoot system performance (connectivity, login failures, etc.).
Identify and resolve root causes of recurring IT incidents.
Support rollouts or upgrades of software, systems, or patches.
5. Contribute to IT Projects
Assist in the deployment of tools (e.g., MDM, endpoint protection).
Participate in office relocations, network upgrades, or new site setups if applicable.
6. Build Knowledge Base and Internal Documentation
Contribute to the development of internal IT documentation.
Help define and document standard IT procedures.
7. Strengthen Collaboration with Other Teams
Act as a bridge between users and higher-tier IT teams or vendors.
Ensure smooth communication and handovers on escalated issues.
8. Incident Management
Facilitates the incident response and internal updates.
May create incidents if they come through the service desk (WIT tickets.)
Opens the bridge and informs the Incident Manager (IM) and the channel about the bridge details, and provides continuous updates in the communication channel.
Assists the Incident Manager in paging the right engineering team (SME) and keep track of acknowledgement in OpsGenie.
ABOUT YOU
Extensive experience with Linux, Windows and MacOS.
At Least 2 years of experience with operations and handling production support issues
Basic network administration (WAN, LAN, DNS and DHCP)
Working knowledge of basic network tools (ssh, ping, telnet,traceroute, and etc.)
Knowledge of and/or working experience with ITAM,MDM, Google Workspace and Jira ticketing.
Experience troubleshooting problems and deploying fixes and upgrades to production using Jenkins and Ansible.
Knowledge of and/or working experience with dashboards such as Grafana.
Must be able to work night shift and be flexible to work off-hours and weekends if required
Excellent verbal and written communication skills, in person, by telephone, and with teams
BONUS POINTS
Ability to document troubleshooting steps, resolutions, and workflows.
Experience in creating technical guides and user documentation.
If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!
Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.
