XTN-CAE9938 | IT SUPPORT ENGINEER L2

We are growing rapidly and are looking for superstars to join our rocketship! As part of our rapid growth we are looking for an experienced Support Engineer with a background and expertise in supporting a global organization with their internal IT needs to join our team! The Support Engineer's primary role will be to work on complicated technical issues, addressing our employees needs with detailed analysis and documentation, and providing step by step solutions. The ideal candidate will have experience administering Software as a Service (SaaS) products such as Okta, Google Workspace, Zendesk, Slack, Zoom, as well as strong technical skills and problem solving abilities in both Mac and Windows.

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

•  Provide expert analysis to our employees on endpoint (Mac & Windows), applications and technology needs. 
• Create and maintain technical documentation, user process documentation, and instructional videos. 
• Lead process improvement design, including opportunities to automate or streamline flows, documentation, and appropriate training needs. 
• Work independently and prioritize multiple technical projects and tasks 
• Maintain and support the corporate infrastructure in offices, including AV, desk configurations, and general networking support.
• Provide training and knowledge transfer to other employees as necessary. Responsible for proper onboarding and offboarding processes for employees, including hardware procurement and access provisioning. 
• Ensure compliance with patching and security policies on all corporate machines. 
• Assist in configuring, monitoring, and diagnosing software installs and configurations on corporate applications. 
• Develop reports for ticketing metrics, compliance reports, and necessary project status updates. 
• Participate as a member of our global 24x7 IT team, including an on-call rotation during off hours. 

• Background and 2+ years of experience in IT Service Desk operations 
• 2+ years of experience on an IT team in an environment with both Windows and MacOS and supporting Okta-managed applications 
• Strong experience in Google Workspace, Slack, Atlassian, and other industry leading SaaS applications. 
• Strong knowledge of PC/Mac operating systems, applications, networks, and hardware Expertise in Okta administration and access management 
• Experience administering Zoom conferencing and modernized user experience Experience with working with ticketing systems, Zendesk is preferred. 
• Strong technical skills, including knowledge of operating systems, networking, hardware, and software. 
• Excellent problem-solving and communication skills. 
• Ability to work independently, multi-task, and establish priorities. 
• Passion for learning, improving, and Growing in the field of IT. 
• Strong communication skills, including presentation skills and ability to tailor communications for the intended audience. 
• Ability to participate in an on-call rotation that includes nonstandard office hours to achieve 24x7 support. 
• Occasional travel may be required 

• Experience working with a globally distributed team 
• Excellent verbal and written English communication skills