Nov 04, 2021

Technical Support Engineer (MacOS & Apple Devices)

  • Canva
  • Manila

Job Description

We’re constantly working towards making Canva the best place to work, for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community all around the world. We celebrate uniqueness and whatever makes you, you and encourage everyone who wants to help us transform the way the world designs, to join us on this journey. We value all different types of experiences. If you don’t think you quite meet all of the qualifications, we’d still love to hear from you.  
About UsAt Canva, our mission is to democratise design and empower creativity for anyone and everyone, on every platform. Inspired by a team of talented thinkers, an amazing culture and a remarkable growth trajectory – we’re out to change the world, one design at a time. 
Since launch in August 2013, we have grown exponentially, amassing over 60 million monthly active users across 190 different countries who have created more than 6 Billion designs. We are one of the world’s fastest-growing technology companies and we have only achieved about 1% of what we want to do.
Since launch in August 2013 we have grown exponentially, amassing over 60 million active users across 190 different countries who have created more than 6 billion designs. We are one of the world’s fastest growing technology companies and we have only achieved about 1% of what we are capable of!
In October 2019, we started up an IT Support Team in Manila. With Canva’s goal of ensuring a great culture, we similarly want to ensure that the Manila Internal Infrastructure team grows alongside the culture that exists in Manila. 
Canva is seeking an enthusiastic IT Support Engineer to ensure the reliability, security, and resiliency of our systems, hardware, and platforms which support Canva's internal business operations.  As we grow past 500 employees in Manila, we need to ensure our offices, tools, and systems enable all Canva employees to do their best work.

What you'll do ...

  • Carry out day to day IT support to Canvanauts.
  • Remote and desk-side support primarily handling Apple products and devices.
  • Troubleshoot and support of third party application issues.
  • Attend to service requests and incidents via email, Slack, Zoom and Jira Service Desk
  • Support and troubleshoot Canva's hardware and devices (laptops, mobile devices, network infrastructure, and video conferencing)
  • Manage logistics of Canva asset and hardware.
  • Work on goals, milestones and initiative (e.g. planning, proposal, implementation)
  • Actively contribute and suggest ideas that would help achieve scalability of products and technology we support.
  • Engage vendors and after sales support parties (e.g. warranty, RMA)
  • Conduct seasonal inventory of assets and hardwares.
  • Manage workload efficiently and able to provide accurate accounting of work and time management.
  • Procurement, provisioning, and management of Canva managed Macbooks and devices.
  • Adherence to documented policies and processes and add value to situation desk function.

You’ll love this if you have ...

  • Experience supporting and troubleshooting with products in the Apple ecosystem, in particular, macOS and MacBooks
  • Working experience in supporting Gsuite (Google Workspace), Okta and Atlassian products (Jira , Confluence, etc).
  • Working experience in supporting network infrastructure (e.g. WiFi, AP, switches, firewalls and routers)
  • Excellent isolation and troubleshooting methodology.
  • Previous experience in a Level 2 (L2) onsite support capacity
  • Experience in managing office infrastructure and peripherals (e.g. video conferencing applications and hardware, printers)
  • Strong verbal and written communication with strong documentation and organizational skills
  • A strong customer-focused attitude and demeanor
  • You have 3+ years of experience in a customer-facing technical support role
  • Working experience in asset management and inventory.

Benefits ...

  • Competitive salary, plus equity options
  • Healthcare benefits (both through HMO & Medical Allowances)
  • Professional education / Well-being / Social recognition / Home office allowances 
  • Health and well-being programs 
  • Generous leave policy
  • Fun, quirky, and most importantly sponsored social clubs, team events, & celebrations
  • Pre and Post Pandemic: In-house chefs that cook delicious breakfast and lunch for us each day

Canva is currently one of Australia’s hottest technology startups and has been the ranked #1 Australian Workplace in Technology by JobAdvisor for the second year in a row. 
We mean it when we say we want to  create a workplace that you love coming to. Our culture is unlike anywhere else and our offices are designed with workspaces for every mood, to help you do great work. At Canva you can be part of a company that is growing rapidly, building a product that users really love.
Being a force for goodOne of our core values at Canva, “Being a force for good” means we are actively working towards a world that isn't just good for a small few, but one that’s good for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community. To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.
We make hiring decisions based on your experience, skills and passion. If you’re keen to apply and need reasonable adjustments or would like to note which pronouns you use at any point in the application or interview process, please let us know.