Role Summary:
Globality is seeking a dynamic and solutions-oriented Senior IT Support Engineer to join our IT team. In this role, you’ll be a trusted partner to both technical and non-technical teams, expertly managing escalations and resolving complex IT challenges with creativity and precision. Your proactive approach will help ensure our technology environment remains seamless and efficient.
This position is based in our Palo Alto office and requires onsite presence four days per week.
What you will be doing:
- Provide hands-on support and resolve tickets escalated through our service desk system
- Troubleshoot networking issues, including DHCP, DNS, VLANs, and routing
- Manage SLAs, prioritize queues, handle escalations, and ensure timely resolution
- Communicate effectively with business users, translating technical issues into clear explanations
- Administer and support cloud-based platforms and services (Office 365, Azure, AWS, Active Directory, Slack, Okta)
- Perform hardware, networking, and cybersecurity-related support tasks
- Own incidents, tasks, and projects end-to-end; use initiative to drive solutions
- Follow documented processes and procedures; identify and implement improvements
- Balance time, priorities, and communication across multiple stakeholders
What we are looking for:
- Bachelor’s degree in computer science/IT or related field
- Minimum 5 years working in an IT engineering or support role
- Solid troubleshooting skills in networking (DHCP, DNS, VLANs, routing)
- Experience managing ticket queues, SLAs, and escalations
- Hands-on familiarity with service desk and remote support tools
- Strong analytical and problem-solving skills
- Excellent written, verbal, and interpersonal communication
- Proficiency with cloud tech platforms (Office 365, Azure, AWS, Active Directory, Slack, Okta)
- Working knowledge of computer hardware, networking, cybersecurity
- Demonstrated ownership: initiative, accountability, drive
- Strong time management, prioritization, and communication
Preferred Skills:
- ITIL 4 accreditation or experience working with ITIL 4 best practices
- Scripting with PowerShell or Bash
- Experience administering cloud platforms (AWS, Azure, GCP)
- Experience with asset management and CMDB systems
- Deep knowledge of Azure/AWS networking, IAM, VMs, Kubernetes
- Experience with SSO systems, SCIM provisioning, or Okta workflows
- Experience managing mobile device / endpoint platforms (Jamf, ManageEngine, MS Endpoint Manager)
The anticipated annual base salary range for this position is $90,000 - $150,000. Actual compensation may vary based on factors such as experience, skills, and location. This information is provided in accordance with the California Equal Pay Act. We are an equal opportunity employer and participate in the E-Verify program. We are committed to building a diverse and inclusive workplace and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity, religion, national origin, age, disability, or any other protected status.
Top Skills
What We Do
Globality was founded with a simple but lofty goal: to use AI to transform enterprise spending into a smarter, fairer process, and create more efficient, inclusive markets around the globe. Globality is the future of enterprise spending: an AI solution that is guaranteed to empower employees, bolster the bottom line, and improve business outcomes. Globality’s enterprise customers are achieving 10%–20% cost savings, 70% efficiency gains, and 20x ROI. For more information visit www.globality.com
Why Work With Us
Globality lives its mission daily, with employees that represent every corner of the world, working together to achieve more inclusive economies. Join our global team using cutting-edge AI to change the way leading companies do business around the world.
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