Senior IT Support Engineer

The IT Support team is the backbone of Axonius, ensuring our employees have the tools and support they need to be successful. We are dedicated to providing exceptional technical assistance, resolving complex issues, and empowering our team to focus on their core responsibilities.

We are seeking a highly skilled and experienced IT professional to join our IT support team. The ideal candidate is a technical leader with a strong problem-solving ability and a passion for mentoring others. As a Senior IT Support Engineer, you will be a technical expert within our IT support team. You will be responsible for providing advanced technical support, mentoring junior team members, and driving process improvements. Your expertise will be instrumental in ensuring the highest level of support and customer satisfaction.

Key Responsibilities:

• Provide expert-level resolution and consultation for multifaceted IT problems and escalated cases.
• Assume a leadership role in mentoring and coaching junior support engineers, guiding their professional growth and skill development.
• Spearheaded incident response and problem resolution initiatives, employing advanced diagnostic techniques and analytical tools to identify and rectify complex technical issues promptly.
• Drive process optimization through the identification and implementation of innovative solutions, enhancing support efficiency and reducing resolution times.
• Foster collaborative relationships with other IT teams, leveraging collective expertise to resolve intricate technical challenges and deliver seamless service integration.
• Conduct comprehensive root cause analysis to pinpoint the underlying causes of technical problems, developing and implementing preventive measures to minimize future occurrences.
• Actively participate in knowledge transfer initiatives, facilitating the dissemination of technical expertise across the organization and contributing to the continuous improvement of support best practices.
• This role is based out of our NY office and typically requires you to work from the office. Your manager may approve one day a week to work from home, depending on your workload.

Key Qualifications:

• Experience: 5+ years of IT support experience in a corporate environment.

Technical Skills:

• Strong technical knowledge of PC/Mac operating systems and management through MS Intune and JAMF.
• Experience with network troubleshooting and support, including assisting the IT Engineering team with updates or changes. Proficiency in employing network management tools, such as Cisco Meraki, for effective network administration.
• Strong experience / administration experience with SaaS applications (Okta, Google Workspace, Zendesk, Slack, Zoom). Strong understanding of SaaS application provisioning, authentication, management, and functionality of enterprise-class applications. Knowledge of ITIL or similar IT service management frameworks is a plus.
• Adept at identifying and resolving complex technical issues related to hardware, software, and network connectivity.
• Exceptional communication and interpersonal skills, capable of effectively interacting with users from diverse backgrounds and technical levels.
• Demonstrated commitment to delivering exceptional customer service, prioritizing user satisfaction, and ensuring prompt resolution of support requests.
• Proficient in using ticketing systems such as Zendesk and Jira to track and manage support requests, ensuring timely resolution and efficient communication with users.

Growth is our mission: The perfect Senior Support Engineer is the individual who consistently delivers exceptional support, effectively mentors team members, and drives process improvements. This individual will be recognized for their technical expertise, leadership skills, and ability to build strong relationships.

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