Technical Support Engineer

Job Description & Responsibilities: Provide technical support to users across various business applications, including but not limited to Windows Active Directory, Windows Servers, Sharepoint/Onedrive/Box, SaaS access permissions, Exchange, Office 365, and Salesforce. Administer and maintain Atlassian Jira Service Management Application and Confluence to ensure smooth operations and user access. Offer day-to-day support to local and global users, resolving issues related to PCs and applications through effective troubleshooting methods. Demonstrate proficiency in supporting Windows Client Operating Systems, particularly Windows 10 and 11; addressing user concerns and technical challenges. Support remote access technologies such as VPN and RDP to facilitate seamless connectivity for users working remotely. Provide support for Collaboration Applications & Tools like Microsoft Teams and other VOIP based technologies, ensuring optimal performance and user satisfaction. Maintain up-to-date documentation of processes and procedures associated with job duties and responsibilities to ensure knowledge transfer and continuity. Manage and update all tickets in the IT ticketing system promptly and accurately, maintaining a high level of service delivery and user satisfaction. Curate and update digital content to support end users; ensuring they have access to relevant and updated information to perform their duties effectively. Ability to engage in new IT projects while also being involved in daily support tasks. Lead monthly patching cycles to mitigate security vulnerabilities. Serving as an escalation point to Help Desk team members, offering guidance and expertise to resolve complex issues efficiently. REQUIREMENTS & QUALIFICTATIONS: Knowledge of Microsoft Active Directory, Entra ID, and Office 365. 4 Years experience in IT technical support Experience in support Windows Client Operating System i.e. Windows 10, 11 in a business environment. Working knowledge of Microsoft Windows RDP and VPN technologies. Understand basic network troubleshooting Participate in after hour support as needed. Effectively manage, organize, and prioritize work in a fast-paced environment Excellent people skills, including good verbal and written communications skills Excellent decision making, troubleshooting, problem solving, and analytical skills Strong desire to continue to advance one’s technical skills and curiosity to work with new technologies in a rapidly evolving field DESIRED, BUT NOT REQUIRED: Working knowledge of PowerShell/any scripting language for Exchange Experience with Mac OS X & mobile technologies Education A degree or diploma in Computer Science, Management Information Systems, or a related field is a plus. Equivalent work experience may substitute. About Backroads: At Backroads we’re passionate about connecting our guests with so many of the most beautiful places in the world. We use our four-plus decades of expertise to create exceptional biking, hiking, and multi-adventure trips in over 50 countries for people wanting a deeper and richer travel experience. We travel on land as well as by small luxury ships on active river and ocean cruises. Our trips are for all ages – including dedicated itineraries just for families. We are known for our unwavering attention to quality. We have a dynamic work environment and a strong company culture. Why Backroads: At Backroads, we value every single member of our staff, and we’re proud to offer a dynamic work environment that enables growth. Your colleagues will be some of the most dedicated, competent, active, and fun people you will ever meet. A job at Backroads is unlike any other job you will ever have – you will be challenged, you will be inspired, and you will be gratified. No matter what you do here, you will be part of something that makes us all proud – delivering authentic, enriching, and often profoundly life-changing experiences. On top of all that, we have some pretty great benefits and perks! For example our US office employees receive: Comprehensive medical, dental, and vision insurance 401(k) with company match, flex plan, and parental leave Generous paid time off, 8 paid holidays, and additional time off to go on Backroads trips! Complimentary trips and trip discounts for employees, and trip discounts for employees’ friends and family! Outdoor industry discounts and deals Alternative commuter incentives for biking, walking, carpooling, or using public transportation to get to work Wellness programs and regular lunchtime bike rides and yoga Backroads is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Salary Ranges: $80,000.00 - $110,000.00 At Backroads, we uphold a commitment to transparency and fairness within our hiring process, particularly regarding compensation. The salary range posted for each role applies to both employment offers and employees actively working in the role. New hires are typically offered a starting salary between the minimum and midpoint of the range to ensure there is continued opportunity for salary progression during your employment at Backroads, reflecting our commitment to rewarding ongoing dedication, high performance, and significant contributions to our team. This approach not only supports our budgeting strategy but also our intention to foster an environment that encourages long-term growth and strong relationships between Backroads and our valued employees. Our office roles are onsite in our Berkeley headquarters, unless specifically noted as 'available for remote'. We do allow one work-from-home day a week, as well as one work-from-anywhere week per year. This pay range is intended for in-person work in our Berkeley, CA headquarters. Pay ranges for remote-eligible roles will be subject to adjustment based on the geolocation of the employee. I can't imagine a better way to travel the world than under your own power and in the company of like-minded adventurers. Sure, Backroads provides superb accommodations and meals, amazing Trip Leaders and unforgettable local encounters. But whether you’re sticking with the group or breaking off on your own, all of our planning and support are ultimately aimed at one simple thing: giving you the flexibility you need to discover the world on your own terms. Tom Hale, Founder & President