Senior IT Support Engineer, Site Lead

IT Support (Primary)

• Serve as the primary onsite contact in Phoenix for technical issues across macOS, Windows, mobile devices, and peripherals; provide remote support daily across all offices
• Deliver senior-level, white-glove technical support to leadership and executives; anticipate needs and troubleshoot discreetly during high-visibility moments (board meetings, leadership offsites, executive travel, live events)
• Run and support new hire orientations for Phoenix and assist with orientations at other sites; own the Phoenix onboarding experience end-to-end
• Support the full asset lifecycle — procurement, onboarding deployments, decommissioning, and inventory audits — in partnership with the global IT team
• Partner with global IT, People, Workplace, and Security teams on initiatives touching the employee experience (onboarding, offboarding, access reviews, new tool rollouts)
• Mentor peers on the IT Support team; share learnings, act as a senior technical resource, and help raise the bar on technical excellence and customer experience
• Maintain clear, current documentation for Phoenix site operations, runbooks, and troubleshooting playbooks; identify recurring issues and drive improvements to reduce ticket volume and improve resolution time
• Collaborate with the Workplace team to keep the physical IT environment (cabling, server room, workstations) in good working order

Network Support

• Proactively monitor local network health (Wi-Fi, LAN, wired connectivity) and serve as the first point of contact for office-level connectivity issues
• Act as the onsite technical resource for the global Network Engineering team — executing physical tasks such as patching, cable management, and gear staging within the IDF/MDF under remote guidance
• Troubleshoot and resolve end-user network issues (Wi-Fi drops, port-level connectivity, VPN) and manage local ISP-related escalations

AV & Event Support

• Perform daily walkthroughs of all conference and collaboration spaces, ensuring Zoom Rooms, displays, cameras, and audio are fully operational
• Provide hands-on AV support for onsite meetings, town halls, and Phoenix-based All Hands events — managing basic audio, display routing, and Zoom session health
• Serve as the onsite point of contact for AV vendors during equipment repairs or refreshes

Cross-Functional Projects

• Support site-level and cross-site projects including office buildouts, hardware refreshes, MDM rollouts, and new tool deployments

Qualifications

• 5+ years of professional IT Support experience, including 2+ years supporting multiple offices or a distributed workforce
• Demonstrated experience providing white-glove technical support to executives and senior leadership in a high-visibility environment
• Proven track record of working independently as a senior IC — owning outcomes, exercising judgment, and operating without close oversight
• Advanced troubleshooting across macOS, Windows, mobile, and peripherals
• Deep experience with MDM platforms (Jamf or Kandji for Mac; Intune or Airwatch for Windows)
• Strong familiarity with cloud-first SaaS environments: Okta, Google Workspace, Slack, Jira, Confluence, 1Password, Zoom, Oomnitza or similar asset management tools
• Solid networking fundamentals — Wi-Fi, LAN, DHCP, DNS, VLAN configuration — and confidence with onsite tasks such as patching, cabling, switch/AP troubleshooting, and IDF/MDF work
• Hands-on experience with Zoom Rooms or Teams Rooms endpoints and leading the full technical execution of live events and All-Hands productions
• Excellent written and verbal communication; comfortable presenting to and supporting executive audiences
• Self-directed and dependable — able to work independently as the only IT person onsite while collaborating with a remote global team
• Ability to travel occasionally to other offices to support onsite needs, events, and projects
• Experience mentoring peers, documenting standards, and driving process improvements

Nice to Have

• Hands-on experience with Meraki-based environments (MX, MS, MR) and 802.1X authentication
• Familiarity with redundant or dual-ISP network setups