Senior IT Support Engineer

Summary

Join Subsplash's IT team as a Senior IT Support Engineer, providing Tier 1-3 support and escalation management for complex IT issues. You will triage incoming requests, offer technical support across various platforms, manage accounts, diagnose computer errors, and set up new laptops. This role also involves leading IT projects, evaluating new technologies, overseeing hardware ordering, ensuring IT security compliance, and collaborating on automation opportunities. Furthermore, you will develop technical documentation, train end-users, and maintain hardware inventory. The ideal candidate possesses a bachelor's degree, 5+ years of relevant experience, and expertise in Okta, Jamf Pro, Google Workspace, and SentinelOne. Subsplash offers a competitive salary, benefits, and a remote work opportunity.

Requirements

• A bachelor's degree in a related field
• 5+ years of progressive IT Help Desk or IT Operations experience, with demonstrated leadership in technical capacities
• Ability to prioritize and execute tasks
• Excellent time management skills
• Strong interpersonal skills with a positive, outgoing, high energy attitude
• Hands-on experience with implementing and supporting Okta or other identity management systems (IdM/SSO) in a production environment
• Hands-on experience administering Jamf Pro, Microsoft Intune, or other Mobile Device Management (MDM) solutions in an enterprise environment
• Hands-on experience with Google Workspace administration, including complex configurations and troubleshooting
• Experience with administering SentinelOne or similar EDR
• Experience with automation & scripting Mac and Linux environments
• Hands-on experience supporting Mac, Linux, and Windows
• Tolerance for repetitive or manual tasks, with a mind for automating said tasks

Responsibilities

• Serve as the primary escalation point for complex or recurring IT issues, providing up to Tier 3 troubleshooting and resolution
• Triage all IT related questions as they arise, ensuring efficient routing and timely resolution
• Provide on-call support for immediate software and hardware issues during local business hours
• Provide technical support over the phone, web, Slack, and other tools
• Account management for password resets, lockout, provisioning and deprovisioning of accounts
• Diagnose computer errors and provide technical support
• Use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose and resolve complex issues
• Set up and configure new laptops
• Lead or participate in IT projects, such as Okta integrations, new software implementations, and migrations
• Evaluate and recommend new technologies and tools to improve IT support capabilities
• Oversee the ordering process for new hardware, ensuring adherence to budget, procurement policies, and timely delivery
• Ensure compliance with IT security policies and procedures, and participate in security audits
• Utilize best practices for monitoring and remediating endpoint security vulnerabilities
• Maintain mobile device management (MDM) system to ensure endpoints are configured per security and compliance standards
• Collaborate with cross-functional teams to identify and implement automation opportunities for repetitive IT tasks, contributing to increased operational efficiency and reduced manual effort
• Leverage AI-powered tools and platforms to enhance troubleshooting, automate routine tasks, and improve overall operational efficiency
• Assist in managing IT vendor relationships, ensuring service delivery and issue resolution meet organizational expectations
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures for IT processes
• Train end-users how to set up and use new technologies
• Develop and deliver training programs for end-users on new technologies and IT best practices
• Support IT Onboarding Sessions for new Team Members
• Maintain up-to-date inventory of company-owned hardware

Preferred Qualifications

• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20K) for delivery of IT services
• Experience with leveraging AI tools for IT operations and process improvement
• Certifications such as Jamf Pro (200 or higher), SentinelOne, CompTIA A+, Network+, Security+, ITIL Foundation, or equivalent

Benefits

• Generous Paid Time Off
• Medical Coverage
• Dental Coverage
• Vision Coverage
• Short and long term disability and life insurance all free of charge
• Competitive Compensation
• 401k Matching
• Professional Development
• Top of the Line Equipment
• Referral Program
• Parental Leave
• Family-Friendly Culture