IT Support Engineer

Role Overview

The IT Support is an IT professional with experience supporting end users at all levels of technical knowledge in all levels of the business. You will work to ensure the highest levels of end user productivity. This will be achieved through response time and turnaround of end user support requests. In this role you will be responsible for responding to incoming requests, via multiple tools, in a timely fashion. You will also triage requests and manage complex requests to completion. Having at strong familiarity with Okta, Sailpoint, JIRA, and Confluence, as well as firewalls will set you up for success in this role.

Responsibilities

• Work with all levels of staff to ensure an optimal end user experience
• Develop, maintain and document support processes for the team.
• Field inquiries, troubleshooting requests and manage hardware, software or network problems, enter all information in Jira request
• Troubleshoot, recognize, and escalate more challenging problems to the appropriate teams. Drive these issues to completion.
• Manage and maintain IT Asset inventory and ensure endpoints are in compliance and under management.
• Manage maintain and administer MDM infrastructure
• Remotely support and maintain AV systems globally as needed.
• Assist in onboarding users and deploying new technologies as required.
• Participate in staggered schedule with teammates to ensure global IT support coverage
• Stay abreast of current and developing technologies and identify training to further oneself
• Strong familiarity with Okta, Sailpoint, JIRA, and Confluence, and firewalls is strongly preferred

Qualifications

• 5-8 years of related experience in an IT Support/ Helpdesk position
• Strong professional demeanor and work ethic
• Strong critical thinking skills and able to work independently
• Experience communicating on a high level to a non-technical audience
• Experience working closely with end users, team managers and senior leadership
• Experience supporting cloud/SaaS services such as G Suite
• Knowledge of Apple systems and software
• Comfortable working in fast growth environments
• Excellent communication & documentation skills
• A focus on education to empower the user base for increased productivity
• Ability to work with remote teams globally and possess cultural intelligence
• Self reliant, yet works well within a team and is directed by global presence & management
• Knowledge of ITIL preferred, in particular ITIL best practices