Who You Are

You have experience supporting technology in a startup, high-growth, or enterprise environment. You combine exceptional white-glove customer service with strong technical expertise, a passion for solving complex problems, and a continuous improvement mindset. As a Senior IT Support Engineer, you’ll serve as a senior technical expert, driving improvements across endpoint management, workplace technology, and the Digital Employee Experience (DEX). You’ll combine hands-on technical support with automation, AI, operational excellence, and process improvement to keep employees productive and successful. You lead by example through clear communication, strong documentation, technical expertise, and a customer-first approach.

What You Will Work On

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 effic