Telecommut
At Opendoor our mission is to tilt the world in favor of homeowners and those who aim to become one. Homeownership matters. It's how people build wealth, stability, and community. It's how families put down roots, how neighborhoods strengthen, how the future gets built. We're building the modern system of homeownership giving people the freedom to buy and sell on their own terms. We’ve built an end-to-end online experience that has already helped thousands of people and we’re just getting started.
About The IT Support Team
The IT Support team provides first-class technical support and office technology services to all Opendoor employees and contractors. We:
- Support end-user devices (primarily Mac, with some Windows) and core productivity tools.
- Own day-to-day troubleshooting for hardware, software, and account access.
- Partner closely with Workplace, People, Finance, Security, and Engineering to keep our offices running smoothly.
- Deliver friendly, professional service and meet or exceed our internal SLAs and CSAT goals.
Role Summary
As an IT Support Technician, you will be the go-to technical resource for local employees and visitors. You’ll handle everything from new hire setups and hardware troubleshooting to office A/V and network support in partnership with central IT teams. You’ll combine strong technical skills with excellent communication and a customer-first mindset.
What You’ll Do
End User Support
- Provide tier 1–2 support for laptops (Mac and Windows), mobile devices, and peripherals (monitors, docks, keyboards, headsets).
- Troubleshoot and resolve issues with core tools such as Okta, JAMF, Google Workspace, Slack, Microsoft 365, VPN, printers, and other business applications.
- Own ticket lifecycle in our ITSM tool (Linear or equivalent): triage, troubleshoot, escalate, and close within SLA.
- Deliver in-person “walk-up” support in the office and remote support via chat, email, and video.
- Prepare and provision devices for new hires (imaging, MDM enrollment, user profiles, application access).
- Support day-one setup: hardware handoff, account access verification, and basic tools walkthrough.
- Collect, wipe, and reassign or return devices for transfers, leaves, and terminations, following security and data-handling standards.
- Set up and maintain conference room A/V (Zoom Rooms / Teams Rooms / Meet Rooms, cameras, microphones, TVs, room controllers).
- Support onsite events (all-hands, training, visitors) with reliable A/V and network experience.
- Coordinate with Workplace and Facilities on office moves, seating changes, and new space build-outs (e.g., drops, cabling, labeling).
- Enroll and manage devices via our MDM / RMM tools (e.g., Jamf, Intune, or similar).
- Ensure devices meet baseline standards for OS version, security agents, disk encryption, and configuration.
- Maintain accurate asset inventory for Toronto / Miami (laptops, monitors, mobile devices, peripherals).
- Assist with vendor RMA, depot repair workflows, and hardware lifecycle (deployments, refreshes, returns).
- Follow identity and access management best practices using Okta and internal tools.
- Support MFA resets, account lockouts, and basic access requests in line with IT and Security policies.
- Help enforce security standards on endpoints (disk encryption, screen lock, OS patching, secure device handling).
- Partner with IT Engineering, Security, and Workplace on cross-functional initiatives impacting the offices.
- Document troubleshooting steps, how-tos, and FAQs for internal KB and self-service content.
- Identify recurring issues and propose improvements to tooling, automation, and processes.
- Contribute to on-call / coverage rotations as needed (within agreed schedules and time zones).
Minimum Qualifications
- [5+] years of hands-on IT support experience in a corporate, startup, or managed services environment.
- Strong troubleshooting skills across:
- macOS and/or Windows endpoints
- Core SaaS tools (Google Workspace and/or Microsoft 365, Slack/Teams, Zoom)
- Networking basics (Wi-Fi troubleshooting, basic TCP/IP concepts, VPN).
- Experience with at least one MDM / RMM platform (e.g., Jamf, Intune, NinjaOne, or similar).
- Familiarity with identity & access management (Okta or comparable SSO/MFA solution).
- Excellent written and verbal communication skills; able to explain technical issues in simple, friendly language.
- Customer-obsessed mindset with a track record of high CSAT or similar service metrics.
- Ability to lift, move, and rack equipment as needed (typically up to ~40 lbs / 18 kg with reasonable accommodation).
- Experience supporting hybrid offices across multiple locations and time zones.
- Prior work in a fast-growing tech company or high-volume IT support environment.
- Experience with:
- ITSM tools (NinjaOne, JAFM, AMB, Jira Service Management, etc.).
- A/V platforms (Zoom Rooms, Teams Rooms, Logitech / Poly / similar hardware).
- Comfort working with distributed teams and documenting work in shared systems (Confluence, Google Docs, etc.).
- Experience supporting mixed office / field or operations-heavy teams is a plus.
- This role is based in [Toronto].
- Expect [to be onsite] to support hardware, A/V, and in-person requests.
- Some flexibility may be required to support cross-time-zone collaboration and occasional events.
