Senior IT Support Engineer

About the role

This role is ideal for an individual with a strong background in IT support, endpoint management, networking, and identity management, who is passionate about ensuring the seamless operation of IT systems and delivering exceptional support to end-users.

This position is based in Mountain View, California, and requires being onsite 4-5 days a week.

Responsibilities:

• User Support & Troubleshooting:
• Provide high-level, advanced technical support to end-users across various devices and platforms, ensuring a smooth user experience.
• Troubleshoot and resolve complex IT issues related to hardware, software, and network connectivity, with a focus on timely resolution.
• Act as a point of escalation for complex support issues from junior IT staff and other team members.
• Endpoint Management:
• Manage and maintain all end-user devices, including desktops, laptops, mobile devices, and peripherals.
• Implement and oversee endpoint security policies and solutions (such as device encryption, antivirus software, etc.).
• Deploy, configure, and update software and operating systems on all endpoints in line with company policies and security standards.
• Networking & VPN Support:
• Administer and support the company’s network infrastructure, ensuring stable, high-performance network connectivity for all users.
• Troubleshoot and resolve VPN connectivity issues, ensuring secure remote access to company resources for employees.
• Work with network engineers to ensure the network infrastructure is optimized for user needs.
• User Identity & Authentication Management:
• Manage user identities and permissions through Active Directory, Azure AD, or other identity management systems.
• Implement and manage Single Sign-On (SSO) solutions using SAML and other authentication protocols.
• Ensure compliance with security best practices for user account management and multi-factor authentication (MFA).
• Google Workspace Administration:
• Administer and support Google Workspace (formerly G Suite) services, including Gmail, Google Drive, Google Meet, and other Google apps.
• Configure user accounts, access permissions, and security settings within the Google Admin Console.
• Support users with Google Workspace-related issues, including troubleshooting and guiding them on effective usage.
• Security & Compliance:
• Assist in maintaining IT security protocols and compliance with internal and external security standards.
• Regularly assess and improve endpoint security practices, applying patches and updates as necessary.
• Collaborate with the IT security team to monitor and mitigate potential security threats.
• Documentation & Training:
• Maintain thorough documentation of IT systems, processes, and troubleshooting procedures.
• Develop and deliver training for employees on the proper use of technology tools, security best practices, and troubleshooting steps.
• Project Management & IT Initiatives:
• Participate in IT-related projects, such as system upgrades, rollouts of new software or hardware, and cloud migrations.
• Provide input and leadership on the strategic direction of IT solutions and contribute to long-term planning and improvements.

Qualifications

• Experience:
• 5+ years of experience in IT support or a related field, with a strong focus on user support, endpoint management, and networking.
• Experience managing user identity and access control solutions, including knowledge of SAML, SSO, and multi-factor authentication (MFA).
• Solid experience with Google Workspace administration and troubleshooting.
• Hands-on experience with VPN technologies and remote access management.
• Technical Skills:
• Proficiency in troubleshooting Windows, macOS, and mobile operating systems.
• Strong knowledge of networking protocols (TCP/IP, DNS, DHCP, VPN) and basic networking hardware.
• Experience with endpoint management tools (e.g., Intune, Jamf, SCCM).
• Familiarity with Active Directory, Azure Active Directory, and cloud-based identity management systems.
• Experience working with security tools (firewalls, antivirus, encryption software).

• Soft Skills:
• Strong analytical and problem-solving skills with the ability to troubleshoot complex IT issues.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional customer service.
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
• Detail-oriented, with strong documentation and organizational skills.
• Self-motivated, proactive, and capable of working both independently and as part of a team.

Salary

The salary range for this role is $125,000 - $178,000 and will depend on a candidate's skills geographic location, qualifications, and experience as defined during the interview process.