Dec 29, 2022

Technical Support Engineer (MacOS & Apple Devices)

  • Canva
  • Manila, Philippines

Job Description

Canva’s Commitment and Mission

At Canva, we celebrate diversity. We deeply believe that bringing together diversity of thoughts, perspectives and expression is key to building the best product, team and company. We look for many different skills and abilities, as well as how you can enhance Canva and our culture. So, even if you don’t think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you! 

Our mission at Canva is to empower the world to design and since launching in 2013, we have grown exponentially, amassing over 100+ million monthly active users across 190 different countries and a team of over 3,000 people… and the best bit is that we’ve only achieved 1% of what we know we’re capable of. 

Join us and design your future.

About the Team

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 our Manila space, we need to ensure our offices, tools, and systems enable all Canva employees to do their best work.

What we are looking for ...

  • Experience supporting and troubleshooting macOS & MacBooks in an enterprise environment.
  • Working experience in supporting Google Workspace, Okta and Atlassian products (Jira, Confluence, etc) as well as office infrastructure and peripherals (e.g. video conferencing applications and hardware, printers)
  • Experience in onboarding and offboarding of Canvanauts including provisioning and deprovisioning of access and asset delivery and collection.
  • Has handled network infrastructure (e.g. WiFi, AP, switches, firewalls and routers)
  • Proven verbal and written communication with exceptional documentation and interpersonal skills
  • You have 2+ years of outstanding customer-focused attitude experience in a technical support role.
  • Good to have experience in Vendor engagement and management for hardware/software/services procurement

What you'll do ...

  • Carry out day to day IT support to Canvanauts such as remote and desk-side support primarily handling Apple products and devices.
  • Fix and support of third party application issues by attending to service requests and incidents via email, Slack, Zoom and Jira Service Desk and desk side support.
  • Support and fix Canva assigned devices and office technology (laptops, mobile devices, network infrastructure, and video conferencing)
  • Work on goals, milestones and initiatives to improve our service delivery
  • 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)
  • Handle workload efficiently and able to deliver accurate accounting of work and time management.
  • Procurement, provisioning, and management of Canva managed MacBooks and devices.
  • Adherence to documented policies and processes and make valuable contributions to situation desk function.
#LI-hybrid #LI-AS1

Working at Canva 

Our culture is unlike anywhere else and we design your #CanvaLife experience to empower you to do the best work of your life.  

Whether you’re in the office, working from home or choosing your own adventure, our benefits for permanent Canvanauts include: 

A temporary work from home setup as we prepare to provide a safe environment for Canvanauts who would like to work in the office. Our Future of Work plan is to move towards a hybrid work model (in-office & from home) You and your team can determine your ideal work setup. Whichever works best for you, #KayaSaCanva.
Unique and flexible leaves options: :Recharge and go on your next getaway or simply take time off for yourself through our Vacation Leave, Give back through our Volunteer Leave to help out a charity or NGO of choiceSupport yourself or take care of your loved ones (even your furbabies) through our Sick or Carer’s Leave 
Focus on your own growth and development through our Professional Educational Leave 
An annual Vibe & Thrive allowances for you to spend on anything that supports your wellbeing. Whether it’s a workshop, an electronic stand-up desk, a gym membership, or dinner with a teammate, we encourage you to do what you need to do in order to thrive.
Virtual and in-office wellness and development benefits including Canva University, Employee Assistance Programs, Fitness Classes and more to support your physical, mental, and social wellbeing.
Canva For Good program that matches your not-for-profit donations and a range of sustainability and ethical initiatives to get involved in. 
A variety of Canva clubs that you can join to connect you to fellow Canvanauts with similar interests. From cycling, skincare, pets, to foodies (and the list goes on), we got you covered! Club activities can also be done remotely or in person. 

We make hiring decisions based on your experience, skills and passion. Please note that interviews are conducted virtually. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.