Senior IT Support Engineer

About the Team:

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

About the Role

As the Senior Support Engineer in our Austin office, you will play a crucial role in supporting our growing team. You will be a key member of our IT support team, providing advanced technical support and ensuring the smooth operation of our IT infrastructure. This role requires a highly independent and responsible individual with a strong understanding of AV systems, network infrastructure, access management and troubleshooting . This is an in-office position.

Key Responsibilities:

• Provide expert-level resolution and consultation for multifaceted IT problems and escalated cases.
• Provide on-site support for users, infrastructure, conferencing, and event management and oversight.
• Collaborate with other IT teams to resolve technical challenges and deliver seamless service integration.
• 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.
• Maintain and troubleshoot AV equipment in conference rooms, ensuring optimal functionality for meetings and presentations.
• Provide comprehensive network support, including troubleshooting connectivity issues, assisting with network updates and changes, and collaborate with the IT Engineering team on technical projects
• Conduct root cause analysis to pinpoint the underlying causes of technical problems, developing and implementing preventive measures to minimize future occurrences.
• Drive process optimization through the identification and implementation of innovative solutions, enhancing support efficiency and reducing resolution times.
• Actively participate in knowledge transfer initiatives, contributing to the continuous improvement of support best practices.
• 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.
• Participate in on-call rotation for off-hours support.

About You:

We are seeking a highly skilled and experienced IT professional with a strong sense of ownership and a passion for providing exceptional support.

• Adaptability: Ability to thrive in a fast-paced, dynamic environment and quickly adapt to changing priorities.
• Creativity: Capacity to think outside the box and develop innovative solutions to complex technical challenges.
• Curiosity: Eagerness to learn and explore new technologies
• Customer Focus: Demonstrate a commitment to delivering exceptional customer service, prioritizing user satisfaction, and ensuring prompt resolution of support requests.
• Initiative: Proactive and self-motivated, with a strong work ethic and a bias for action. Showcase personal accountability for delivering results on time.

Key Qualifications:

• Experience: 5+ years of IT support experience in a corporate environment.
• Access Management: Familiarity with Google Workspace and Okta Administration including managing users, groups, and permissions. Understanding of automated workflows, including Group Rules, user attributes, and integrations.
• Technical Expertise: Strong knowledge of endpoint management (Jamf, Intune, macOS, and Windows). Experience with network troubleshooting and support. Ability to assist the IT engineering team with physical network connections and installs. Strong Zoom user and room support experience, including strong knowledge of AV conferencing standards, equipment configuration, and user presentation controls.
• Software Proficiency: Strong Experience with SaaS applications (Okta, Google Workspace, Zendesk, Slack, Zoom). Strong understanding of SaaS application provisioning, authentication, management, and functionality of enterprise applications.
• Problem-Solving: Adept at identifying and resolving complex technical issues related to hardware, software, and network connectivity. Have the ability to investigate issues using logs, troubleshooting tools, critical thinking and research.
• Communication Skills: Exceptional communication and interpersonal skills, capable of effectively interacting with users from diverse backgrounds and technical levels.
• Ticketing Systems: Proficient in using ticketing systems such as Zendesk and Jira to track and manage support requests.
• Travel and On-Call: Must be willing to travel internationally and support a globally dispersed workforce as part of an on-call rotation.

Key Relationships:

• Collaborate with IT management to define and implement support strategies.
• Work closely with other IT teams to resolve complex issues.
• Ensure timely resolution of complex support issues.
• Develop and maintain a knowledge base and support documentation.

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

A little more about Axonius Austin: 

• Office Culture. We offer team events, happy hours, free parking, and weekly catered lunches.
• Great people. Our people aren’t just great professionals, they are great people. We are all here to support each other, ready to help and do what’s best for the entire company. 
• A focus on career growth. We love seeing our people grow into new roles and work hard to ensure everyone sees and can realize a long term career path here at Axonius. We offer ongoing growth opportunities, including mentorship programs, a learning and development stipend, and company-wide courses..
• Next level Benefits. 100% coverage of 2 different tiers of employee healthcare premiums. Dental, vision, and 401k match.
• Top-notch family leave options. 17 weeks of parental leave for primary caregivers and 8 weeks for secondary caregivers. Additional time off for important life events like marriage, birth of a grandchild, and more!
• We give back. Corporate social responsibility partnerships, employee giving campaigns, and volunteer time off.
• Competitive compensation. Market rate salaries, bonuses, or commissions. Stock options for all full time employees with equity refresh opportunities.
• DEI focused. Highly supported Employee Resource Groups (ERG). Executive-level diversity and inclusion goals. Training, events, and mentorship options.

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