The IT Support Engineer delivers technical assistance and support for computer systems, hardware, and software. This role includes in-person and remote support, employee onboarding, issue resolution, and maintaining IT systems and documentation within the Corporate Technology (CorpTech) Services team.
Responsibilities
- Deliver technical support for computer systems, software, and hardware issues from employees and contractors.
- Respond to support requests via in-person visits, email, Slack, or the ticketing system.
- Provide on-site IT HelpDesk support for employees, temporary workers, and vendors.
- Guide users through troubleshooting steps and confirm resolution through follow-up.
- Run diagnostic tools and troubleshoot IT scripts, systems, and automation processes.
- Support and maintain essential SaaS platforms including Google Workspace, Slack, Zoom, JIRA, and Confluence.
- Troubleshoot company-issued devices running macOS, Chrome OS, iOS, and connected peripherals.
- Manage laptop provisioning for new hires and equipment upgrades across the fleet.
- Assist with onboarding new employees and delivering training content.
- Maintain accurate internal and external IT documentation.
- Onboard and support third-party vendors and contractors with IT needs.
- Support global off-boarding procedures and related IT tasks.
- Support office technology including printers, Zoom Rooms, and room scheduling systems.
- Manage IT asset inventory and ensure equipment records are accurate and up to date.
- Champion IT best practices and escalate complex issues to infrastructure teams when needed.
- Create and update technical documentation for internal teams and broader employee use.
- Participate in on-call rotations as required by operational needs.
Requirements
- Minimum of 2 years of experience in an IT HelpDesk role.
- Strong proficiency with Apple operating systems and software.
- Strong familiarity with cloud-based tools such as Google Workspace, Slack, Zoom, JIRA, and Confluence.
- Hands-on experience with Atlassian platforms including JIRA and Confluence.
- Understanding of script execution and debugging in languages such as Ruby, Bash, or Python.
- Experience with endpoint management and device imaging tools like DEP, Munki, Chef, or JAMF.
- Ability to independently manage, prioritize, and complete tasks and projects.
- Excellent interpersonal and communication abilities.
- Demonstrated empathy, humility, and a strong commitment to customer service.
Tech Stack
macOS, Chrome OS, iOS, Google Workspace, Slack, Zoom, JIRA, Confluence, DEP, Munki, Chef, JAMF, Ruby, Bash, Python
Work Arrangement
onsite — In-person support is required
Team
global team
- Humble and confident
- Focus on customer service
- Collaborative problem solving
- Autonomous work with team-oriented results
- Strive towards excellence
- Comfortable asking for help
Additional Information
- In-person support is required
- Setting up desks and managing/auditing peripherals
- Participating in on-call rotations as required by the business
- Position requires working in a fast-paced environment
- Individual contributor role on a global team
- Must be able to work autonomously while contributing to team goals
