Support Technician

Support Technician

About Five9

Five9 is a leader in cloud-based contact center solutions and one of the Bay Area’s fastest-growing companies. Headquartered in San Ramon, CA, we continue to expand globally and offer a high-energy environment with significant opportunities for personal and professional growth. Our competitive compensation package includes a base salary, monthly commissions/bonus, RSUs, and a full benefits package.

Position Overview

The Support Technician plays a critical role in ensuring smooth IT operations across Five9’s offices and remote workforce. This position provides End-user IT support for the India office and remote users across North America, APAC, and EMEA, while also participating in global IT projects. You will interface with end-users across all business units and assist IT teams in troubleshooting issues related to systems, applications, and connectivity.

Key Responsibilities

• Serve as the first point of contact for IT support requests via Service Desk calls, tickets, and walk-ups, following documented processes and escalation procedures.
• Provide IT troubleshooting for hardware, software, peripherals, and enterprise applications across global offices and remote users.
• Manage ticketing systems, ensuring timely resolution and proper escalation of issues.
• Perform password resets, account provisioning, and remote assistance for end-users.
• Administer and support enterprise-level solutions for managing computing devices within the Five9 global environment.
• Troubleshoot, research, diagnose, and document technical issues involving client systems, VPN, and network connectivity.
• Support and maintain laptops, desktops, mobile devices (iOS/Android), printers, and A/V systems for onsite and remote employees.
• Assist with IT purchasing hardware and software as needed.
• Participate in developing and implementing standard operating procedures and customer service guidelines for IT support.
• Collaborate on global IT projects and initiatives with colleagues across Five9 sites.
• Provide occasional off-hours support, including evenings and weekends.
• Perform other related duties as assigned.

Qualifications

• Experience: 2+ years in IT support, helpdesk, or customer service roles; enterprise-level experience preferred.
• Hands-on experience with Windows/Mac OS, Microsoft Office, remote support tools, and ticketing systems.
• Familiarity with Active Directory for user, group, and policy administration.
• Understanding of network concepts (wired/wireless) and protocols.
• Strong problem-solving skills with the ability to follow documented processes and adapt solutions.
• Excellent written and verbal communication skills for interacting with technical and non-technical users.
• Ability to work independently or in a team on moderately complex assignments.
• Formal training or certifications (e.g., CompTIA A+, Network+, ITIL) are a plus.
• Experience with device management tools, JAMF, SaaS applications, and mobile device support is a plus.
• Microsoft certifications are a plus.

What We’re Looking For

• Early-career professionals with practical job knowledge and a willingness to learn.
• Individuals can handle routine tickets independently and escalate complex issues promptly.
• Team players who thrive in a fast-paced environment and demonstrate ownership of tasks.
• Ability to learn quickly, adapt to change, and maintain attention to detail.
• Creativity and resourcefulness in problem-solving.