Role - IT Support Specialist

This is an on-site role based in our offices on The Claddagh in Galway City.

About Rent the Runway

Founded in 2009, Rent the Runway is disrupting the trillion-dollar fashion industry and changing the way women get dressed through the Closet in the Cloud, the world’s first and largest shared designer closet. RTR’s mission has remained the same since its founding: powering women to feel their best every day. Through RTR, customers can subscribe, rent items a-la-carte and shop for resale from hundreds of designer brands. The Closet in the Cloud offers a wide assortment of millions of items for every occasion, from evening wear and accessories to ready-to-wear, workwear, denim, casual, maternity, outerwear, blouses, knitwear, loungewear, jewellery, handbags, activewear, ski wear, home goods and kidswear. RTR has built a two-sided discovery engine, which connects deeply engaged customers and differentiated brand partners on a powerful platform built around its brand, data, logistics and technology. Under CEO and Co-Founder Jennifer Hyman’s leadership, RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list four times, while Hyman herself has been named to the “TIME 100: Most Influential People in the World" and as one of People Magazine’s “Women Changing the World.”

Galway Office

Rent The Runway established its European Technology Hub in Galway in April 2019. Based in the historic Claddagh area of the city, the growing team in Galway tackles core technology challenges and influences the next generation of services critical to Rent The Runway’s success and continued growth.

The Galway office is Rent the Runway's first international office outside the US and enables the company to significantly expand its Software Engineering, Product Development, Machine Learning Engineering and Data Science footprint. Rent The Runway’s Galway-based employees have the opportunity to grow their careers across several roles and career paths in Technology.

Our engineering team is smart, pragmatic, and entrepreneurial. We practice continuous integration & test-driven development, engage in constant peer code reviews & pair programming, and work hard to give back to the software community through open-source contributions.

About the position:

The position of IT Support Specialist will be responsible for supporting the E.U Technology Hub located in Galway City. This role is for an experienced, hands-on, technology support professional looking to join a dynamic company. This position will be staffed in the Galway office and requires being on-site at The Schoolhouse during corporate business hours.

What You’ll Do:

• Resolve incidents and service requests against defined service levels, providing an excellent level of service to all RTR employees
• Support RTR employees by responding to and resolving their questions, concerns and requests related to desktop-level technology including G Suite for Enterprise, Okta, Slack, Office 365, and Zoom
• Troubleshooting a variety of technical issues across different operating systems (macOS, Windows)
• Maintain accurate detail in the Jira ticketing system for incidents/requests reported by end-users to track work progress and aid reporting
• Responsible for onboarding and offboarding access and hardware management. Leading the technology Onboarding for new RTR employees
• Setup and facilitate end-user training for common IT-related issues and new deployments
• Moves, adds, and changes for access, hardware, and software to agreed procedures.
• Proactively create and update documentation for solutions
• Inventory and update new/existing IT hardware, repair when needed, and monitor stock levels on-site for support
• Coordinate and facilitate vendor support for hardware failures and maintenance on network printers, networking equipment, and video conferencing equipment
• Assist and work with other areas of IT such as supporting and maintaining networking equipment
• Configure and maintain user accounts in Active Directory and Okta.
• You will need to move IT kits and equipment and this role requires the capability to lift, squat, and safely move at least 22kg.

About You:

• A passion for providing excellent service, resolving technical issues, and a pride in delivering solutions to business users
• Minimum 3 years of IT-related experience in a diverse, rapidly growing, and fast-paced technology environment, and resolving IT issues and requests
• Bachelor or Associate degree preferred or equivalent demonstrable professional experience
• Excellent communication skills both verbal/written with the ability to explain complex issues to both technical and non-technical audiences
• Must be able to function independently and in a team environment
• Hardware support knowledge including MacBooks, Win Laptops, printers, and conference room equipment
• Seek to continuously improve service, support, and processes to the benefit of the team and the RTR employees
• Knowledge of ticketing systems such as JIRA to document all work being performed
• Able to work in a fast-paced, rapidly growing environment with 80 end users and growing
• Strong knowledge of Apple and Windows hardware and operating systems
• Strong experience with G Suite, Zoom, and management tools (JAMF, SCCM), with a desire to automate processes where possible
• Ability to learn new technologies quickly and with minimal guidance
• Ability to partner effectively with business leaders and cross-functional teams
• Able to promptly and tactfully communicate with end users, provide solutions and/or direct requests of unresolved issues to appropriate IT team members

Benefits:

At Rent the Runway, we’re committed to the happiness and well-being of our employees and aim to create a workplace that fosters both personal and professional growth. Our inclusive benefits include, but are not limited to:

• Generous Paid Time Off including annual leave, paid bereavement, and family sick leave - every employee needs time to take care of themselves and their family.
• Universal Paid Parental Leave for both parents + flexible return to work program - because we know your newest family member(s) deserve your undivided attention.
• Paid Sabbatical after 5 years of continuous service - unplug, recharge, and have some fun.
• Competitive Stakeholder Pension - taking care of your future.
• Comprehensive health, dental care and dependents care from day 1 of employment - Your health comes first and we’ve got you covered.
• Company-wide events and outings - our team spirit is no joke - we know how to have fun!

Rent the Runway is an equal-opportunity employer. By applicable law, we prohibit discrimination against any applicant or employee on any legally-recognised basis, including, but not limited to: gender, marital status, family status, age disability, sexual orientation, race, religion, and membership of the Traveller community.

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