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