Senior Helpdesk Engineer
Core
Senior Helpdesk Engineer bridging Tier 1 support with project work, focusing on AI/automation initiatives and handling complex escalations.
Role type
Senior IC Helpdesk Engineer (AI & Automation focus)
Builds
Automated/AI-assisted resolutions, workflow automation, and durable fixes for recurring IT issues
Domain
IT Operations / Endpoint Management / Identity
Required skills
IT support experience (5+ years), Tier 2+ escalation handling, project ownership, self-learning mindset, AI/automation curiosity, endpoint/identity stack (JAMF, Intune, Okta), ITSM (Freshservice, Zendesk, Jira), macOS/Windows troubleshooting, networking fundamentals
Preferred skills
Workflow automation platforms (Workato, Zapier, n8n), AI-assisted support tooling, scripting (Bash, Python, PowerShell), fintech/banking background, multi-region distributed workforce support
Technologies
Workato, Zapier, n8n, JAMF, Intune, Okta, Freshservice, Zendesk, Jira Service Management, Confluence, Google Workspace
Responsibilities
Identify recurring ticket patterns and turn them into automated or AI-assisted resolutions; propose and prototype new automation or AI approaches; be the escalation point for tickets exceeding Tier 1 scope; research unfamiliar problems independently and drive tickets to resolution; own Helpdesk-driven projects end to end from kickoff to finish
Seniority
Senior, hands-on IC