Senior IT Support Engineer

Role Overview

We are looking for a highly driven senior IT support engineer to execute and support the day-to-day ITSM needs of the organization.

Responsibilities

• Provide quality and timely technical support and service for end users and serve as the first point of contact for IT support issues. Motivated to provide the best-in-class service for customers and end users and maintain operational excellence.
• Effectively diagnose, troubleshoot and resolve inbound support requests of varying degrees of complexity via service desk tickets, email, Slack, and in-person. 
• Diagnose and troubleshoot software and hardware problems of varying degrees of complexity. Work with IT vendors on escalated issues.
• Maintain the function of and serve as a primary administrator for core IT systems.
• Facilitate onboarding and offboarding of employees: provisioning/deprovisioning accounts, computer procurement, decommissioning, and user training.
• Accurately manage hardware and software assets using ITAM software.
• Build out the IT knowledgebase for self-service and internal documentation.
• Develop automations using API’s to streamline IT processes.
• Provide support in maintaining IT service level commitments, corporate policies, standards, and compliance requirements (SOX, NIST CSF, etc.).
• Provide feedback on common IT issues and trends that should be addressed in the organization.
• Be an active contributor on IT projects and initiatives, delivering results accurately and on time.

Requirements

• Minimum 4+ years of IT helpdesk/service desk experience in a cloud-first IT environment.
• Administration experience with enterprise infrastructure and collaboration tools (SSO -Okta/OneLogin, MFA, SaaS-Google Workspace, Office365, Atlassian, Zoom and Slack)
• Advanced troubleshooting of desktop operating systems and mobile devices: macOS, Windows 10/11 and iOS and hardware.
• Experience managing assets/lifecycle management using an ITAM platform (Oomnitza, Asset Panda, Snipe-IT, etc.)
• Proven ability to work independently with a high degree of initiative to resolve issues.
• Deep knowledge of using and configuring mobile device management (MDM) platforms like Kandji, Jamf Pro, Microsoft Intune-Endpoint Manager, and SCCM.
• Experience managing conference room hardware (ie. Zoom Room, Google Meet).
• Familiarity with networking, VLAN, AP, Firewall, switch configurations, and general network troubleshooting.
• Experience working with rest API’s using Postman or similar tools.
• Ability to move IT equipment weighing up to 50 pounds; responsible for shipping and receiving packages of IT equipment weighing up to 50 pounds.
• Strong communication (written and verbal). Ability to explain complex technical issues for nontechnical audiences.
• Proven ability to excel and produce results in a fast-paced working environment.
• Strong team player and hungry to learn and make an impact.
• Ethical practice; Actions and behaviors rooted in integrity.
• Intellectually curious and driven to help team members. Ability to ask good questions to thoroughly investigate and troubleshoot technical issues.

Preferred Qualifications

• Apple Certified IT Professional, CompTIA, or CCNA certification, a plus
• 3+ years of experience supporting enterprise applications and systems
• 2+ years of experience administering Okta, Google Workspace, Jira, Microsoft 365, Microsoft Endpoint Manager, and Kandji or Jamf Pro at a high level.
• Experience with Bash, Powershell and Python scripting. 
• Experience working with automation tools and/or API’s to build out automated workflows.
  

Work Location:

Hybrid: 1-2 days/week in-office on Tuesdays / Wednesdays.

Compensation & Benefits

We are excited to offer a competitive base pay range of $100,000 to $175,000 per year for this position, based on experience and qualifications. But that's not all - as a valued member of our team, you will also have access to an array of top-notch benefits, including:

• Annual bonus program and participation in our Restricted Stock Unit program
• 100% Employer-paid health, dental, and vision insurance for you, your dependents, and spouse or registered domestic partner
• 100% Employer paid short term disability, long term disability, and life insurance
• 401(k) retirement plan with matching contributions to help you plan for your future
• Open Paid Time Off policy with a birthday day off and 11 holidays 
• Professional development reimbursement along with a subscription to Coursera
• Cell Phone, Wellness, and Internet expense reimbursement, along with a subscription to the Calm App
• 100% fully paid parental leave for team members up to 22 weeks for the primary caregiver and 12 weeks for the secondary caregiver 
• Dog-friendly offices (LA and AZ) along with a $300 pet adoption reimbursement