Senior IT Support Engineer

Technical Support & Operations

• Serve as a senior technical expert for complex endpoint, operating system, networking, and workplace technology issues.
• Engineer, maintain, and continuously improve endpoint technologies, operating system configurations, and workplace technology to enhance reliability, security, and employee productivity.
• Deliver exceptional white-glove technical support to remote and in-office employees.
• Perform root cause analysis on recurring issues and implement long-term solutions.
• Partner with Infrastructure, Security, and other IT teams to improve the employee technology experience.

Endpoint Management

• Manage the complete endpoint lifecycle, including procurement, deployment, configuration, inventory, repairs, decommissioning, and secure asset disposal.
• Administer Jamf or Kandji for macOS and Microsoft Intune for Windows.
• Monitor endpoint health, compliance, patching, encryption, and security.
• Test and validate operating system updates, software deployments, and configuration changes before organization-wide rollout.
• Maintain accurate asset inventory using Oomnitza or similar asset management platforms.

Employee Lifecycle Support

• Own the technical onboarding and offboarding experience, ensuring timely device provisioning, hardware readiness, and asset recovery.
• Prepare, configure, deploy, and recover employee equipment for both remote and in-office employees.
• Continuously improve onboarding and offboarding processes through automation, documentation, and operational best practices.

Automation & Continuous Improvement

• Lead technical initiatives that improve endpoint management, workplace technology, automation, and operational maturity across the IT organization.
• Leverage AI tools such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar technologies to accelerate troubleshooting, scripting, and research while maintaining strict security, accuracy, and data privacy standards.
• Develop and maintain automation to eliminate manual effort and scale IT operations.
• Utilize scripting, workflow automation, and AI-assisted solutions to streamline endpoint management, onboarding, offboarding, and troubleshooting.
• Analyze support metrics, endpoint health, and employee feedback to drive process improvements and enhance the Digital Employee Experience (DEX).
• Evaluate and recommend new AI capabilities that modernize IT operations and improve employee productivity.

Knowledge Management

• Create and maintain technical documentation, knowledge articles, troubleshooting guides, and standard operating procedures.
• Maintain self-service resources that empower employees to resolve common issues independently.
• Drive improvements in support processes, documentation, endpoint management, and operational efficiency.
• Champion best practices in technical support, documentation, automation, and customer service.

Qualifications

• 5+ years of professional IT Support experience in a startup, technology, or enterprise environment.
• Experienced in managing complex endpoint technologies and driving operational improvements.
• Excellent customer service, communication, analytical, and problem-solving skills.
• Strong system thinking, critical thinking and problem-solving skills.
• Hands-on experience using AI assistants such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar tools to improve technical troubleshooting, documentation, scripting, research, and operational efficiency.
• Demonstrated ability to critically evaluate AI-generated recommendations while maintaining security, accuracy, and data privacy standards.

Technical Skills

• Advanced experience managing and supporting macOS and Windows endpoints.
• High level of proficiency using endpoint management platforms such as Jamf or Kandji for macOS and Microsoft Intune for Windows.
• Experience supporting endpoint technologies in a cloud-first enterprise environment utilizing platforms such as Okta, Google Workspace, Slack, Jira, Confluence, Zoom, 1Password, and Oomnitza.
• Experience leveraging AI tools such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar tools to improve technical troubleshooting, documentation, scripting, research, and operational efficiency while applying sound technical judgment and maintaining security, accuracy, and data privacy best practices.
• Working knowledge of scripting and non-code automation tools i.e. using PowerShell, Bash, Zapier, N8N.
• Strong understanding of networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, and endpoint troubleshooting.
• Experience managing hardware assets and inventory throughout the endpoint lifecycle.

The base wage range for this position based in our New York City Office is targeted at $121,000.00 to $151,000.00 per year.