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Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Lead Onsite IT Support Technician

The Lead Onsite IT Support Technician will lead the day to day operations of the IT onsite support team. They will be an escalation point for all eBay Central/East office locations and North America Authentication Ops locations. They will lead and provide guidance to other technicians, while maintaining a high level of customer service and attention to detail. This position will be staffed from an eBay office in New York City or Austin, TX.

Responsibilities:

Lead day to day IT support operations for remote and in-office employees in the central/east USA, Canada, and LATAM regions. Support operations will cover end user hardware, software, video conferencing, printers, scanners and a variety of handheld devices.
Act as the primary IT point of contact and support resource for eBay Authentication Ops facilities in New Jersey, New York, and Nevada including travel to these locations as required.
Monitor and adhere to all established KPIs as it relates to IT Onsite Support functions, including ticket response, resolution, CSAT, new hire setups, and asset management. Proactively raise SLA performance issues to leadership for improvement discussion.
Perform asset management tasks, inventory, audits, asset returns and disposals at all locations under their responsibility. Maintain clean and orderly organization of equipment storage rooms, adhering to established processes for inventory handling.
Create and maintain IT training & knowledge articles, monitoring for accuracy and relevant content, and ensuring flagged articles are addressed in a timely manner.
Monitor performance and work quality of junior technicians, provide guidance and mentoring as needed.
Lead and support special projects such as mergers & acquisitions, new office builds, office relocation & decomissions. These projects often require travel to support physical site due diligence, equipment handling, inventory, and provisioning, and end user training.
Participate in BCP activities to support our Facilities, Security and Leadership teams at all eBay locations under scope of responsibility.
Other duties as assigned

Requirements:

Associate degree or 4 years of equivalent experience
2 years minimum customer service background
Must be able to be on-call up to 7 days at a time (24x7)
Technical support background
Excellent written and verbal communication skills.
5 years experience supporting Microsoft Office, Google Workspace, and Zoom productivity tools.
5 years experience with a variety of end user hardware including Dell/Apple laptops, Xerox printers, Zebra handheld scanners, and Zoom/Polycom VC technology.
5 years experience supporting the latest Windows and Mac operating systems in an enterprise environment. Experience with Linux is a plus.
5 years experience supporting users with MDM tools such as Intune, Jamf, and SCCM or comparable enterprise products.
Experience supporting mobile and laptop self-enrollment processes such as Autopilot, Apple ADE, and Android Enterprise.
Organized, self-starter that can manage their time efficiently and multi-task.
Must be able to lift up to 50lbs
Ability to work after hours and weekends as required.
Travel as needed (up to 50%)

The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.

$76,000 - $119,900

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility for people with disabilities.

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