IT Support Engineer

As a member of the IT Support team, you will support users onsite and remotely. Reporting to the IT Manager - the IT Support Engineer will oversee Picarro's employee support activities, including but not limit to system imaging, troubleshoot application and hardware issues, onboard/offboard users, Microsoft 365 administration, Okta administration, SaaS provisioning and IT hardware, support lab, VPN, Wi-Fi, network infra. The IT Support Engineer will also help support new IT projects and implementations by working with end-users, x-functional teams, 3rfd party vendor, and consultants to ensure the success of these projects. This is a Santa Clara-based position. You will be required to go to the office. This is not a remote position.

About The Role

• Provide amazing day-to-day hardware and software technical support for our employees.
• Work as a team to provide quality IT support services to users worldwide
• Install, image, configure, maintain, repair, and dispose of computer hardware, software, printers, and similar peripherals
• Effectively lead inbound support requests via helpdesk, tickets, email
• Support all current and changing aspects of our IT environment, including macOS / Linux / Windows systems, mobile devices, A/V equipment, printers, networking, etc.
• Demonstrated experience understanding complex issues and explaining them in terms appropriate for technical or nontechnical audiences
• Ability to provide hands-on and remote support and diagnose technical issues across a variety of different platforms
• Assist engineering teams with development system configurations
• Educate users on IT best practices. Understand their requirements and provide appropriate solutions
• Strong customer service, problem-solving, and teamwork abilities
• Ability to provide after-hours support as needed

Required Qualifications

• You have 5+ years of experience supporting and deploying Windows, MacOS, and Linux systems
• Providing technical support and solutions for company employees by monitoring and responding quickly and effectively to requests received through the IT tickets, prioritizing issues with a security-first mindset
• Experience with deploying, updating, optimizing, and troubleshooting Windows and Mac-based systems in a corporate environment leveraging SmartDeploy and other system management tools
• Experience with configuration and management of SaaS solutions such as Okta, Atera, Microsoft 365 administration, Zoom Meeting, Zoom Phone, MS Teams, Slack
• Knowledge of TCP/IP, UDP, DNS, SMTP, SNMP, VPN, Active Directory, Azure, Windows Server, VMware ESXi
• Maintaining, updating, and creating accurate documentation and procedures for IT processes
• Working knowledge of wireless access points, network cabling, network devices, data centers
• Experience with end-point security and management solutions
• Managing Multi-Factor Authentication (MFA)/Two Factor Authentication (2FA), Single Sign On (SSO)
• Experience using and managing ticket-based management systems, mainly JIRA products.
• Demonstrate a commitment to customer service; anticipate, meet, and exceed expectations by solving problems quickly and effectively; making customer issues a priority
• Excellent written and verbal communication skills
• Attention to detail and high level of accuracy
• Demonstrated a strong sense of integrity
• Knowledge of scripting in PowerShell or apps script
• May require lifting or carrying equipment up to 49 lbs

Salary range: $75k - $91k