Job Description

Yugo is a global leader in student housing dedicated to creating exceptional living experiences for students around the world. With a presence spanning more than 14 countries and 120 cities, Yugo combines innovation, community, and purpose to redefine student living. In the U.S., Yugo operates nearly 40,000 beds across 88 properties in 28 states, delivering vibrant communities designed to support student success both personally and professionally. Guided by its Live Your Best Life philosophy, Yugo fosters sustainability, personal growth, and career development while building an inclusive, collaborative, and forward-thinking culture for residents and team members alike.

The second-line IT Support Technician is an integral role within the IT support department. This position provides advanced technical assistance and troubleshooting to ensure the smooth operation of an organization's IT infrastructure. It requires excellent problem-solving skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders.

It’s a big job! You are a self-starter and are (relatively) autonomous, at least enough to work across multiple time zones and jurisdictions. Crucially, you are passionate about and energized by new projects and creating value.

Requirements

Reporting to the Helpdesk Manager, here’s what you’ll be doing!

Technical Support

• Provide second-line support for complex and escalated IT issues reported by end-users
• Provide support for projects and their implementation when major changes are rolled out to Yugo
• Diagnose and resolve hardware, software, and networking problems
• Assist with the configuration, deployment, and maintenance of IT equipment, including desktops, laptops, printers, and mobile devices
• Collaborate with first-line support teams to ensure a seamless escalation process and efficient resolution of support tickets
• Document and track all support interactions and resolutions in the IT service management system

System Administration

• Perform routine system maintenance tasks, such as updates, patches, and backups
• Manage user accounts, permissions, and security settings in various IT systems
• Monitor system performance and proactively address potential issues to minimize downtime
• Ensure data integrity and security by implementing and enforcing appropriate policies and procedures

Network Support

• Troubleshoot network connectivity issues and work with third-party vendors as needed to resolve problems

Customer Service

• Provide exceptional customer service by effectively communicating with users and addressing their technical concerns professionally and on time
• Offer training and support to end-users on various IT systems and applications
• Maintain a positive and proactive attitude, ensuring user satisfaction and fostering a collaborative work environment
• This job description serves as a guideline. This list of responsibilities is not intended to be exhaustive, and other requests commensurate with the role may be made of you from time to time. This is a hands-on commercial role

ServiceDesk Management

• Work with the team to oversee the second line/escalation ticket queue within the IT service desk, ensuring SLA’a are met, and customers are kept updated on the status of tickets
• Create and maintain how-to guides and processes for the outsourced 1st line support desk to do their job effectively
• Create and maintain how-to guides and processes for the 2nd line team, as well as help to maintain formal lists and documents
• Create and maintain guides on the knowledgebase for Yugoers to use to self-serve
• Work with the Helpdesk Supervisor to SLA compliance and expected service levels are met

Corporate Office Technology Support

• Act as the primary onsite IT presence for the Austin headquarters, providing day-to-day technical support and serving as the first point of contact for office-based technology needs.
• Build strong relationships with employees by delivering timely, customer-focused support for hardware, software, meeting technology, and workplace systems.
• Partner with remote IT team members and vendors to coordinate issue resolution, equipment deployment, and office technology initiatives.

Key Skills and Capabilities

• Excellent problem-solving and analytical skills, with the ability to think critically and logically
• Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely
• Ability to work well under pressure and effectively manage multiple tasks and priorities
• Strong customer service orientation, focusing on understanding and addressing user needs
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability

Benefits

Sound good so far? Here’s what you’ll need to thrive in this role!

Required:

• 2 years of relevant experience, with a focus on end-user support
• Experience with Active Directory, Exchange, and other server technologies
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN
• Proficiency in supporting Microsoft Office Suite and other typical software applications
• Strong Windows and Mac operating systems knowledge, including installation, configuration, and troubleshooting

Desirable:

• Experience in student accommodation, hospitality, or the residential sector is highly desired
• Relevant certifications, such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar, are highly desirable
• Experience of Microsoft Intune and Microsoft Entra administration
• Experience with Apple Business Manager, Android Enterprise and MDMs
• Excellent problem-solving and analytical skills, with the ability to think critically and logically
• Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely
• Ability to work well under pressure and effectively manage multiple tasks and priorities
• Strong customer service orientation, focusing on understanding and addressing user needs
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability

As part of the Yugo team, you are eligible for a competitive salary, bonus eligibility, comprehensive benefits and more! Here’s a snapshot of what we offer;

• Competitive salary
• Generous benefits package! Including health, dental and vision
• 401k + 4% employer matching
• Three weeks of PTO
• Wellness Time
• 11 Paid Holidays
• Paid Parental Leave
• 1 Paid Volunteer Day
• 1 Paid YuDay
• Company paid STD, LTD and Life insurance

At Yugo, we believe in creating a culture where everyone belongs and feels empowered to do their best work. If you're looking to make an impact in a people-first environment, apply today!

Equal Opportunity Employer

We are proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability, protected veteran status, or any other status protected by applicable law.