SentinelOne is hiring a
IT Systems Engineer

Summary

Join a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry along with competitive compensation.

Requirements

• 5+ years of experience in an IT Support position in a global company
• Experience with Endpoint Management tools
• Mac management using JAMF and Windows with Intune
• Hands-on hardware troubleshooting experience
• Working technical knowledge of current protocols, operating systems, and standards, including Windows and Mac OS, Google Workspace, and other productivity tools

Responsibilities

• Expert Technical Support – Take full ownership of complex issues and act as an escalation point for the L1 Service Desk team
• Provides second-level support for technical infrastructure including laptops running Windows and Mac-OS, mobile devices, end-user applications and services GSuite, JAMF Pro, Slack, Intune, Okta, Box, AD, 1Password, JIRA, Asset Management, Service Desk, Confluence etc
• Expertise in troubleshooting MacOS and Windows platform issues
• Excellent in providing technical support to users over Zoom or Slack if required, or in case of some hardware issues. Able to communicate with APJ, EMEA and USA region employees
• Proactive in the management of Service requests, Incidents, and Tasks within SLA and Escalate to L3 resources with proper troubleshooting notes
• Works with IT support staff to investigate and implement ways of reducing calls to the IT Service Desk
• Assists with maintaining the Service Desk knowledge base of information relating to the support of the users of the Company's Systems
• Work with cross-functional teams to ensure delivery of high-quality, customer-focused products and services
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution and dispatching tickets to the right team
• Understanding of Incident Management, Problem Management, Root Cause Analysis, Change Management as per ITIL process
• Working knowledge of ServiceDesk tools like ServiceNow, Jira and other helpdesk tools for ticket management
• Ensures all Service Level Agreements are met and objectives achieved, as they relate to the support of the IT Service Desk

Benefits

• Flexible working hours
• Hybrid/remote work model
• Flexible Time Off
• Flexible Paid Sick Days
• Global gender-neutral Parental Leave (16 weeks, beyond the leave provided by the local laws)
• Generous employee stock plan in the form of RSUs (restricted stock units)
• On top of RSUs, you can benefit from our attractive ESPP (employee stock purchase plan)
• Gym membership/sports gears by Cultfit
• Wellness Coach app, with 3,000+ on-demand sessions, daily interactive classes, audiobooks, and unlimited private coaching
• Private medical insurance plan for you and your family
• Life Insurance covered by S1 (for employees)
• Telemedical app consultation (Practo)
• Global Employee Assistance Program (confidential counseling related to both personal and work life matters)
• High-end MacBook or Windows laptop
• Home-office-setup allowances (one time) and maintenance allowance
• Internet allowances
• Provident Fund and Gratuity (as per govt clause)
• NPS contribution (Employee contribution)
• Half yearly bonus program depending on the individual and company performance
• Above standard referral bonus as per policy
• Udemy Business platform for Hard/Soft skills Training & Support for your further educational activities/trainings
• Sodexo food coupons