Technical Support Specialist II at Remitly

Farringdon, New South Wales, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal, TechnologyIndustries

Requirements

Bachelor's Degree in Computer Science, or Degree plus two years of technical support experience, or three plus years technical support experience
Experience and technical knowledge of Desktop OS and applications (Windows, MAC) and Office 365
Solid networking skills
Hardware software installation and troubleshooting
Active Directory fundamentals
Mobile Device Management (Azure/Intune)
ITIL practices awareness
Strong customer service ethic
Excellent problem-solving skills and good organizational skills

Responsibilities

Provide technical support in person and remotely to troubleshoot and support laptop, operating system, software, printer, mobile device & user education issues
Proactive monitoring of laptops to identify machines in poor health, analyse where the issue lies, and find a resolution to increase laptop performance
Monitor, support, and troubleshoot the IT infrastructure for operating issues involving failures and degradation
Escalate problems/business continuity events as appropriate to the third-party provider, senior colleagues, and management
Check Video Conference Rooms onsite to ensure they are fully functional and provide basic support when necessary
Document and record recurring issues and evolving best practices

Skills

Key technologies and capabilities for this role

Laptop SupportOperating SystemsSoftware TroubleshootingPrinter SupportMobile Device SupportProactive MonitoringRoot Cause AnalysisIT InfrastructureUser TrainingTroubleshooting

Questions & Answers

Common questions about this position

What education or experience is required for the Technical Support Specialist II role?

A Bachelor's Degree in Computer Science, or a degree plus two years of technical support experience, or three plus years of technical support experience is required.

What technical skills are needed for this position?

Required skills include experience with Desktop OS and applications (Windows, MAC) and Office 365, solid networking skills, hardware/software installation and troubleshooting, Active Directory fundamentals, Mobile Device Management (Azure/Intune), and ITIL practices awareness.

What is the team structure like for this role?

The core team consists of 4 members in the UK and 4 in France, as part of a global infrastructure and operations organization with more than 300 staff worldwide.

What is the company culture like?

The team prides itself on being friendly, approachable, and inclusive, with collaboration and support at the heart of how they work, striving to create an environment where everyone feels valued, respected, and empowered.

What benefits are offered for this role?

Benefits include a generous holiday allowance with the option to buy additional days, health screening, and eye care.

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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