IT Support Engineer

Navan, Inc.

New York, NY, United States

about 1 month ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

4 years minimum

Compensation

$54,000.0 - $120,000.0

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Microsoft Windows Android Software Development Apple IOS Apple Mac Systems Microsoft Azure Cisco Hardwares Software as a Service Computer Maintenance Issue Tracking Systems IT Management Information Technology Operations Virtual Private Networks (VPN)

+15 more

Network Connections Remote Desktop Services Software Asset Management Software Engineering Windows Desktop Wi-Fi Technology Software Licensing Okta Microsoft InTune Information Technology Slack Atlassian Tools Casper Suite User Administration User Accounts

Job description

Desktop Support: Provide onsite and remote support for all IT-related issues through ticketing system, walkups, or remote desktop tools, to diagnose and resolve hardware and software issues
Hardware Maintenance: Install, configure, and maintain laptops, including upgrades and replacements. Troubleshoot hardware problems and coordinate repairs with vendors when necessary
Hardware Procurement: Assist in the selection and procurement of IT equipment. Manage inventory and asset tracking
Software Support: Install, configure, and troubleshoot SaaS applications, operating systems, and security updates. Assist with software licensing
User Account Management: Modify, and deactivate user accounts, email addresses, and access permissions as needed. Ensure proper access control and user authentication
Network Connectivity: Assist users in connecting to the network, troubleshooting network issues, and configuring VPN and Wi-Fi connections
Documentation: Maintain accurate records of support tickets/requests, resolutions, and hardware/software inventory. Create and update user guides and knowledge base articles
IT Policies and Compliance: Enforce company IT policies and procedures, as well as compliance with relevant regulations, such as data protection and privacy laws
Manage and lead onboarding logistics and IT training for new hires, as well as offboarding logistics for retrieving equipment
Support local A/V Operations
Support Company All Hands events, as well as any ad-hoc local All Hands events
Provide white glove support to C-level executives
Participate in an on-call rotation schedule for IT Support and monitoring/alerting activities, which involve after-office hours and weekends
Accountability for site IT Operations and Maintenance (e.g. workstation setups, upkeep of conference rooms, managing ticket queue, network checks, etc.)
Assist IT leadership and other IT cross-functional teams with project-level deliverables

Requirements

Focus on the customer: As an IT Support Engineer, you are expected to be knowledgeable of customers’ business and requests and use the information to drive higher levels of service and customer satisfaction. You establish and maintain strong effective relationships and partnerships with customers through trust and respect
Communicate with Candor: Thoughtfully propose ideas to the team during working sessions and invite feedback on those ideas. You are able to make decisions using objective criteria such as data or well-reasoned pros/cons. You have a cooperative demeanor and mutual respect for others. You can maintain confidentiality when required
4+ years of experience in a customer-facing IT Support function
4+ years of experience in administration of SaaS tools (Okta, Google Workplace, Slack, Atlassian, Zoom, Jamf, Intune, Cisco Meraki, etc.)
Strong familiarity with macOS, Windows, iOS, and Android operating systems and devices
Strong experience and knowledge of Jamf for troubleshooting Apple devices, as well as Azure/Intune for troubleshooting Windows devices
Strong A/V & Video Conferencing setup and troubleshooting experience
Proven ability as an IT Specialist in a fast-paced and corporate environment
Ability to lift and carry items weighing 10-50 pounds
Bachelor’s degree in Information Technology or any Computer-related degree is a huge plus