Remote IT Support Engineer II

Summary

Join Axonius, a revolutionary IT and security team, as an IT Support Engineer to provide technical guidance, mentor junior engineers, and resolve complex issues.

Requirements

• 3+ years of IT support experience in a corporate environment, providing technical support to users across various departments
• Technical Skills: Strong technical knowledge of PC/Mac operating systems, as well as management through MS Intune and JAMF
• General network troubleshooting and support. Assisting the IT Engineering team when necessary with updates or changes
• Google Workspace administration, including user access, groups, and troubleshooting
• Okta user and access administration, including user access and understanding of rule automation
• Zoom user and room support experience
• Proficiency in troubleshooting and problem-solving
• Strong understanding of SaaS application provisioning, management, and functionality of enterprise-class applications. Knowledge of ITIL or similar IT service management frameworks would be a plus
• Adept at identifying and resolving complex technical issues related to hardware, software, and network connectivity
• Exceptional communication and interpersonal skills, capable of effectively interacting with users from diverse backgrounds and technical levels
• Collaborate effectively with team members and other departments to ensure seamless resolution of IT issues
• Demonstrated commitment to delivering exceptional customer service, prioritizing user satisfaction, and ensuring prompt resolution of support requests
• Proficient in using ticketing systems Zendesk and Jira to track and manage support requests, ensuring timely resolution and efficient communication with users

Responsibilities

• Provide elevated technical guidance for escalated IT incidents
• Mentor and guide junior support engineers, nurturing their technical proficiency
• Construct and maintain knowledge base repositories, including troubleshooting guides, for enhanced support efficiency
• Identify and implement process enhancements to optimize support productivity
• Independently analyze and resolve IT incidents of varying complexity levels
• Deliver expert-level technical support for endpoint devices (Mac & Windows), applications, and advanced technologies
• Oversee IT infrastructure management in Axonius offices, encompassing AV, desk configurations, and network administration
• Manage employee onboarding and offboarding processes, including hardware procurement and access provisioning
• Administer core IT systems, such as Okta and Google Workspace, to facilitate access and support requests
• Execute endpoint hardware lifecycle management, ensuring standard images, deployment, and retirement of equipment
• Enforce adherence to IT security policies and procedures, maintaining compliance
• Troubleshoot software installations and configurations, ensuring optimal performance
• Engage in a 24/7 on-call rotation, addressing urgent IT issues in a timely manner
• Track tickets, tasks, & projects and report status to IT Leadership

Benefits

• Three long weekends throughout the year, giving employees the opportunity to rejuvenate, spend quality time with loved ones, and invest in their own well-being
• Special parental leave policy, providing employees with a supportive environment for family planning and care
• Flexible work arrangements, including remote work options, to support work-life balance and employee well-being