IT Engineer (End User Support)

A Day in the Life

We are currently searching for a collaborative IT engineer with high technical knowledge and experience supporting a wide range of enterprise applications and systems. In this role, you will provide technical assistance and support to computer users, focusing on complex issues and advanced troubleshooting. Responsibilities involve setting up and removing endpoints, configuring and maintaining systems, conducting technical research and development, and overseeing daily operations.

The Impact You’ll Make

• SaaS Management: Oversee our SaaS services from provisioning access management to on/off-boarding processes. Including Kandji/Intune, Slack, Office 365, Jira, GitHub and Zoom.
• IT Support and Administration: Hands-on experience installing, troubleshooting, and fixing computer hardware and software issues, including desktops, laptops, printers, and other peripherals.
• Process Automation and Improvement: Continuously improve and automate IT processes to enhance efficiency and effectiveness.
• Hardware Lifecycle Management: Manage the entire lifecycle of hardware assets, including procurement, device management (Apple with Kandji and Windows with Intune), and depreciation.
• Software Asset Management: Oversee the lifecycle of software/application assets from procurement to assignment to reclamation of licenses.
• Daily IT Operations: Handle day-to-day IT tasks, including troubleshooting and support. Ability to manage IT and networking hardware, including, but not limited to, monitors, keyboards, mice, printers, scanners, Zoom Conference system, firewalls, switches, and APs.
• Team Support: Provided IT field support. Troubleshoot hardware, software, and OS issues while adhering to warranty and security compliance requirements.
• IT Infrastructure Maintenance: Maintain and support IT tech stacks such as Zoom rooms, AV systems, and on-premises systems.
• Network Maintenance: Knowledge of enterprise networking concepts, including TCP/IP, LAN, WAN, SD-WAN, SSL VPN, DNS, and DHCP. Must have experience coordinating with ISPs and network teams to troubleshoot issues using deductive reasoning skills.
• Documentation and Process Standardization: Write clear documentation and develop reproducible steps for issue resolution and oral communication skills with end users and the Global team in English and Chinese.
• Security Vigilance: Stay updated with 0-day security issues and remediate them promptly.

Basic Qualifications

• Experience: At least three years in an IT role.
• BA/BS in Computer Science (not required), Information Science, or 2-3 years of equivalent experience
• Attitude and Growth Mindset: Positive attitude and enthusiasm for developing new processes and policies in a rapidly expanding organization.
• Technical Proficiency: Strong understanding of IT systems administration, including core SaaS business applications (Google Workspace, Slack, Zoom, Okta), and advanced troubleshooting on Mac OS & Windows OS.
• Project Management and Communication: Experience in project management and ability to meet deadlines and complete tasks promptly, with flexibility in working hours to meet the organization's needs.
• Customer Service Orientation: Exceptional customer service skills keen to contribute to company success.
• Physically manage IT equipment, capable of lifting/moving items weighing up to 30 Lbs.

Preferred Qualifications

• Security and Compliance: A mindset focused on security and compliance.
• Programming Knowledge: Familiarity with programming/scripting languages like PowerShell, Bash, and Python.
• MFA Solutions Experience: Experience with MFA solutions such as Yubikey, Duo, or Okta Verify.
• Analytical Abilities: Excellent analytical, logical thinking, and problem-solving skills.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on March 12, 2024.

Please see the independent bias audit report covering our use of Covey here.