Support Engineer I

Our Technology Services team is all about figuring out why an issue exists, where its root cause lies, and how to implement a solution that allows people to self-solve in the future. In this role, you will use your technical savvy to tackle the same sort of questions, engineer even smarter solutions, and support our Help Desk for two offices, two optical labs, and 250+ retail stores. Our ideal candidate is a great collaborator with the technical chops to support the IT needs of our growing company. If you're a driven support engineer who takes your work seriously—but not yourself—you may be just what we're looking for. Read on!

What you’ll do:

• Answer, resolve, or escalate all technology requests coming in from our optical labs, retail locations, and corporate offices
• Take on non-ticket related tasks, such as onboarding new hires with their technology and accounts, hardware purchasing, and asset recycling
• Provide on-site A/V support for events
• Ensure business continuity by responding to, troubleshooting, and resolving internet outages at our retail locations
• Reduce incoming ticket volume by collaborating on a variety of projects to resolve issues quickly and effectively (e.g., stocking our self-service hardware shelf, writing how-to articles)
• Participate in a seven-day, on-call rotation for after-hours support

Who you are:

• Backed by 1+ year of Help Desk support experience, preferably in a large enterprise environment with many remote users
• Experienced with user access management processes, including user account onboarding and offboarding, mid-lifecycle role changes, and access approvals
• Capable of supporting and troubleshooting iOS, macOS, Chrome OS, and Windows devices
• Familiar with basic network protocols and troubleshooting
• An excellent communicator who’s confident providing remote assistance over the phone, via chat, or through tickets
• Familiar with the latest troubleshooting techniques, as well as A/V fundamentals
• A proactive, resilient problem solver and multitasker
• Passionate about technology
• Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

Extra credit:

• Familiarity with Jamf Pro
• Experience managing user accounts and ChromeOS devices in Google Workspace
• Working knowledge of Active Directory, Okta, or similar identity management tools

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, and dental insurance
• Life and AD&D Insurance
• Flexible vacation policy
• Paid Holidays
• Retirement savings plan with a company match
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Assistance Program (EAP)
• Bereavement Support
• Education Reimbursement
• Free eyewear
• And more (just ask!)