Senior IT Support Engineer

Join our team as a Senior IT Support Engineer, where you'll leverage your extensive experience in technology support to drive improvements in endpoint management, workplace technology, and the Digital Employee Experience (DEX). You'll provide exceptional technical support, manage the complete endpoint lifecycle, and lead initiatives to enhance operational efficiency. This role offers a range of benefits, including paid volunteer work, parental leave, and extensive learning and development opportunities.

• Servir como experto técnico senior para problemas complejos relacionados con la tecnología de los puntos finales, el sistema operativo, la red y la tecnología del lugar de trabajo.
• Gestionar el ciclo de vida completo de los puntos finales, incluida la adquisición, el despliegue, la configuración, el inventario, las reparaciones, la desactivación y la eliminación segura de activos.
• Liderar iniciativas técnicas que mejoren la gestión de puntos finales, la tecnología del lugar de trabajo, la automatización y la madurez operativa en toda la organización de TI.
• Collaborate effectively across teams while communicating clearly with technical and non-technical stakeholders
• Stay current with modern endpoint technologies, AI-assisted tools, and industry best practices
• Demonstrate sound technical judgment and ownership when solving complex problems
• Continuously improve IT operations through automation, documentation, and process optimization
• Champion an exceptional Digital Employee Experience by prioritizing employee productivity, reliability, and simplicity
• Hands-on experience using AI assistants such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar tools to improve technical troubleshooting, documentation, scripting, research, and operational efficiency
• Perform other related duties as assigned
• 5+ years of professional IT Support experience in a startup, technology, or enterprise environment
• Excellent customer service, communication, analytical, and problem-solving skills
• Demonstrated ability to critically evaluate AI-generated recommendations while maintaining security, accuracy, and data privacy standards
• Strong system thinking, critical thinking and problem-solving skills
• Experienced in managing complex endpoint technologies and driving operational improvements
• Experience supporting endpoint technologies in a cloud-first enterprise environment utilizing platforms such as Okta, Google Workspace, Slack, Jira, Confluence, Zoom, 1Password, and Oomnitza
• Experience managing hardware assets and inventory throughout the endpoint lifecycle
• Advanced experience managing and supporting macOS and Windows endpoints
• Working knowledge of scripting and non-code automation tools ie. using PowerShell, Bash, Zapier, N8N
• Strong understanding of networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, and endpoint troubleshooting
• High level of proficiency using endpoint management platforms such as Jamf or Kandji for macOS and Microsoft Intune for Windows
• Experience leveraging AI tools such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar tools to improve technical troubleshooting, documentation, scripting, research, and operational efficiency while applying sound technical judgment and maintaining security, accuracy, and data privacy best practices