IT Support Engineer

📋 Description

• Serve as a primary IT partner for employees across walk-ups, chat, tickets, and other support
• Ask effective clarifying questions, reproduce issues, test assumptions, and troubleshoot from first
• Balance a high-volume queue with walk-ups and high-touch support, prioritizing work by urgency
• Communicate with clarity and empathy, setting expectations and providing useful updates even when
• Maintain strong issue hygiene across categorization, ownership, documentation, follow-up, SLA
• Create evidence-rich escalations with reproducible steps, actions taken, relevant logs, expected

🎯 Requirements

• A track record of remaining hands-on in frontline enterprise support while raising standards for
• Demonstrated experience operating in high-volume support environments that combine queue-based
• A developed point of view on support quality, prioritization, escalation, and where documentation
• Strong troubleshooting experience across macOS and Windows endpoints, mobile devices, identity and
• Experience working within an ITSM queue and maintaining high standards for ticket ownership
• A track record of resolving ambiguous or complex issues by asking good questions, gathering

🎁 Benefits

• Service mindset: Treats each interaction as an opportunity to build trust and provides thoughtful
• Composure: Remains calm, organized, and clear during high volume, rapid change, and high-impact
• Ownership: Follows problems through resolution or evidence-rich escalation and keeps employees
• Curiosity: Investigates how systems work, challenges assumptions, and looks for opportunities to
• Experience in a high-touch, customer-facing technical support or hardware repair environment.
• Experience providing onsite support to executives or other high-impact employee groups.