IT Service Desk Engineer
Core
Own complex Tier 2 escalations for hardware, software, networking, and access issues to keep employees productive globally.
Role type
Senior IC IT Service Desk Engineer (Tier 2)
Builds
SaaS ecosystem support (Google Workspace, Atlassian, Okta, Jamf, Slack) and scalable service desk operations
Domain
Enterprise IT Operations / Cloud Platforms
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Tier 2 troubleshooting, root cause analysis, SLA ownership, enterprise SaaS administration, networking (TCP/IP, DNS, VPN, Wi-Fi), automation/scripting, documentation creation, stakeholder communication
Preferred skills
Generative AI tool utilization (LibreChat, Gemini, Glean), mentoring Tier 1 engineers, identifying support trends
Technologies
Google Workspace, Atlassian, Okta, Jamf, Slack, macOS, iOS, Chrome OS, Android, Windows, AWS
Responsibilities
Own Tier 2 troubleshooting and resolution for hardware, software, networking, and access issues; Perform root cause analysis for recurring or high-impact issues; Build and maintain documentation, SOPs, and knowledge base content; Partner with IT Operations, Security, IAM, Corp Engineering, Workplace, Procurement, and vendors; Identify support trends and workflow gaps to implement automation and process improvements
Seniority
Senior, hands-on IC
