IT Engineer

We’re looking for an IT Engineer that is obsessed with the AI movement and is always looking for any opportunity to automate. In this role, you’ll handle technical support requests, and help drive employee satisfaction by resolving issues quickly and effectively. You’ll play a key part in identifying automation opportunities, addressing IT issues and inquiries, and collaborating with department heads to help catalog challenges that have automation opportunities. This role is ideal for someone who thrives in a fast-paced, user-facing environment and enjoys learning something new every day.

• Own and drive resolution for employee support requests, including managing incidents, and responding to inquiries in a timely, helpful manner.
• Investigate and troubleshoot issues when reported by employees or triggered by a system alert by looking into logs and other internal tooling.
• Triaging technical issues to the Head of IT and engineering team.
• Contributing to a knowledge base for the broader support team.
• Proactively explore and implement process improvements, including opportunities for automation using AI tools.
• Evaluates user needs, defines technical problems, and works with various departments to escalate solutions in a timely manner.
• Provides walk-up assistance to customers who may need in-person support.
• Develops documentation to help improve the Service Management ecosystem.
• Deploys new or refreshed computers and assists customers with post install configurations.
• Deploys end user operating system and other 3rd party software updates to end user computing systems.
• Cross trains with teams at the next levels to develop specializations.
• Assists with the management and maintenance of IT inventory and asset tracking.
• Performs installs, moves, adds, and changes of all approved end user hardware, software, and applications for local and remote personnel.
• Participates in projects, including technology refresh, deployments, and office build-outs.
• Provides remote support to resolve issues reported from other locations.
• Supports and assists with Infrastructure to provide onsite troubleshooting for network and infrastructure related issues.
• Supports and troubleshoots meeting room technology and AV equipment, ensuring smooth operation for meetings and presentations.
• Provides support for printing related issues, coordinating with the print service provider to ensure reliable and seamless printing services for end users.
• Provides after-hours support as needed for high severity situations.
• Perform other duties assigned by leadership.

• 5+ years of startup experience building and supporting IT systems.
• 3+ years experience as a Power User in an Identify Access Management space e.g. Okta, Ping etc.
• 3+ years experience in Google Workspace, Microsoft Entra, or similar.
• 3+ years experience in client-side-engineering tools such as Jamf, Intune, Kandji, JumpCloud or similar.
• Basic scripting experience.
• Strong passion in the AI field and basic knowledge of how modern AIs are used in IT.
• Strong technical acumen with the ability to understand, investigate, and resolve customer issues.
• Experience performing technical troubleshooting, including collecting debugging information and triaging problems.
• Excellent communication skills and high degree of customer empathy.
• Comfort working in a fast-paced startup environment with evolving processes and responsibilities.

• Experience supporting AI platforms.
• 5+ years of experience supporting complex IT systems.
• Strong technical and computer skills to resolve software and hardware issues.
• Strong customer service, interpersonal skills and the ability to interact with all levels of staff.
• Strong work ethic and eagerness to produce high quality, accurate results.
• Ability to hold sensitive information with a high level of confidentiality and integrity.
• Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing.
• Ability to proactively solve problems and apply innovative solutions.
• Ability to work and collaborate in a team environment, and ability to work independently and prioritize work.
• Ability to work on multiple projects at the same time.
• Ability to effectively meet deadlines at expected quality.
• Ability to lift IT equipment such as monitors and servers, weighing up to 20 pounds.
• Ability to bend and/or stoop to access cables under desk or in server racks.
• Ability to read small print, recognize color-coded cables, and distinguish sounds or alarms.
• Travel may be required.