The opportunity

We seek a skilled IT Support Analyst to join our remote helpdesk team and support all Unity's employees. As the first point of contact, you'll play a vital role in ensuring the smooth operation of Unity's technology systems.

In this fast-paced, 24/7 environment, you'll diagnose and resolve software and hardware problems, provide technical assistance, work with the IT team on new technology solutions and system maintenance, and identify areas for improvement.

Your excellent communication skills will be critical, as you'll need to explain technical information to non-technical individuals effectively. The goal of this role is to provide outstanding customer service in a timely manner.

What you’ll be doing

• Receive and respond to customer inquiries via our ticketing system with timely, accurate, and courteous replies.
• Prioritize, troubleshoot, and solve requests, or when unable to assist, reassign to the relevant team.
• Identify opportunities for automation.
• Provide technical support to users by researching and answering questions
• Improve the IT Knowledge Base by writing and maintaining documentation.

What we’re looking for

• Excellent customer service skills
• An IT-related degree or relevant professional experience
• Experience with both macOS and Windows computers
• Outstanding communication skills, both oral and written, in English
• Good at adapting to change, delays, and unexpected events