Senior IT Support Engineer

• We are seeking a skilled and helpful IT specialist to join our IT services team. This role provides advanced technical guidance and service to end-users, resolves complex IT issues, and collaborates with Level 1 technicians and senior IT staff to ensure seamless technology operations
• Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in-person
• Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts
• Manage and administer user accounts, permissions, and access controls in systems like Active Directory
• Assist with the deployment, configuration, and maintenance of hardware (desktops, laptops, servers, and peripherals) and software applications
• Monitor and maintain IT systems, including performing patch management, updates, and basic server administration
• Document and update IT service tickets with detailed resolutions and escalate unresolved issues to Level 3 experts or specialized teams
• Contribute to and maintain IT knowledge base articles and self-service wikis to enhance user self-sufficiency
• Support IT projects, such as system upgrades, migrations, or new technology rollouts
• Train and mentor Level 1 technicians, providing guidance on troubleshooting techniques and best practices
• Ensure compliance with company IT policies, security standards, and data protection protocols
• Provide new hire onboarding and offboarding service support
• Full-time position, onsite with occasional on-call or after-hours support
• Collaborative team environment with opportunities for growth and professional development

### Benefits

• Health and wellness: Comprehensive health insurance including medical, dental, vision, and disability coverage
• Life and family: Life and AD&D insurance and fertility benefits to ensure our team’s well-being and peace of mind
• Flexible vacation: We work hard but avoid burn out. Take time off when you need it
• Visa sponsorship: We support international talent with visa sponsorship to join our team
• 401(k) plan: Retirement savings plan to secure your financial future- The ideal candidate is a problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering outstanding customer service
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise software
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience considered
• Experience with IT service management tools (e.g., ServiceNow, Jira) and ticketing systems
• Excellent problem-solving, analytical, and customer service skills
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional, or ITIL) preferred
• Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPNs) and basic server administration (Windows Server, Linux basics)
• Ability to work independently and collaboratively in a fast-paced environment
• 2-4 years of experience in IT, helpdesk, or a related technical role
• Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud services (e.g., Google Workspace, Microsoft 365) is a plus
• Experience with scripting (e.g., PowerShell, Bash,Python) for automation tasks
• Ability to manage multiple priorities and meet deadlines under pressure
• Knowledge of cybersecurity best practices and tools (e.g., antivirus, endpoint protection)