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IT Support Engineer
3 weeks ago
IT Support Engineer
Global Security Vendor
San Francisco, California
$85,000 - $95,000 + Bonus & Great Package
This Global Security Vendor is a category leader and due to thier expansion plans require an IT Operations Engineer in thier IT department to support the needs of global end users and departments while helping to implement IT solutions that enable the company's growth. You'll interact daily with end users and support the evolving needs of a fast-growing organization. You must have experience in a senior desktop engineer or systems administrator position to apply for this position.
In this role you will:
- Identify persistent issues and recurring failures in the environment, and drive them to resolution by collaborating with the appropriate IT team members and/or business application owners.
- Provide advanced technical assistance with computer hardware and software, supporting end users via phone, in person, or remotely across a globally distributed workforce.
- Execute the new hire onboarding process flawlessly, continuously improving it to enhance the overall new hire experience. Similarly, ensure offboarding is completed accurately and on time.
- Test and implement tools that enable efficient deployment and support of end-user technology, improving user experience and productivity.
- Prioritize ongoing tasks effectively and proactively communicate roadblocks (e.g., external dependencies, approvals, scope changes) to senior management.
- Write clear, concise, and accurate Helpdesk Standard Operating Procedures (SOPs) and maintain up-to-date IT knowledge base articles, documentation, and end-user guides.
- Assist with MDM policy administration, software deployment, and support for macOS and Windows laptops.
- Support the deployment and maintenance of a range of Microsoft technologies, including but not limited to Entra ID, Microsoft 365, and Copilot.
- Provide support for VoIP phones and conference room AV systems (SIP/PSTN, microphones, cameras, and general connectivity issues).
- Handle laptop imaging, patching, and mobile device management (iOS/Android) support.
- Prioritize IT requests based on impact and urgency, and engage with all levels of the organization to resolve issues promptly.
- Partner with other IT team members to implement technology projects, services, and automation tools, following established processes and measuring effectiveness.
- Manage endpoint/laptop physical inventory and ensure that the electronic Asset/CMDB database remains accurate and up to date.
- Communicate effectively and professionally with end users, customers, vendors, and other IT personnel.
- Maintain physical and logical security accounts for assigned systems.
- Monitor and resolve incidents related to systems, networks (e.g., VPN), and security.
- This role does require coming onsite regularly into the HQ located in San Francisco.
To be successful in this opportunity, you will have:
- Proven experience of relevant IT support experience as a senior desktop engineer or systems administrator in a fast-paced environment.
- Strong prioritization, troubleshooting, and critical thinking skills are essential.
- Proficiency with mobile device management solutions (e.g., Jamf, Kandji, and/or Intune).
- Proven experience supporting macOS environments.
- Familiarity with Microsoft Entra ID (formerly Azure AD), Microsoft 365, and Windows.
- Experience with endpoint security tools (antivirus, antimalware, anti-phishing, DLP agents) and backup solutions.
- Strong customer service orientation and attention to detail, providing a white-glove support experience.
- Enjoys problem-solving and working in a dynamic, fast-changing environment.
- Experience with IT ticketing systems (e.g., Freshservice, ManageEngine, ServiceNow, or similar).
- Knowledge of ITIL Service Desk best practices (ITIL v4 Foundation certification is a plus).
- Experience working in a regulated environment with strong confidentiality and data privacy standards.
- Good understanding of and adherence to InfoSec guidelines and principles.
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