Role Overview
We are seeking an experienced Senior Service Desk / Field Engineer to join our IT Service Desk team. You will serve as a technical expert and a key contributor to the delivery, optimization, and automation of end-user support and workplace technology services.
What You Will Do
Lead the resolution of high-impact and complex technical issues across desktop, network, and SaaS environments. Manage and optimize key end-user services, including Google Workspace, endpoint management, collaboration tools, identity management, and secure access.
Why It Might Be a Fit
This role blends hands-on technical execution with strategic problem-solving and process improvement. You will primarily support the local site while collaborating with global operations teams across the Americas, EMEA, and APAC.
Requirements
- BA/BS in Information Technology or equivalent
- 5-7 years of progressive experience in IT Service Desk, Field Support, or End-User Computing roles
- Deep proficiency in Google Workspace administration, Zoom/Slack management, and identity services
- Expert-level understanding of macOS and Windows configuration, patching, policy enforcement, and MDM tools
- Strong knowledge of TCP/IP, VPN, wireless networking, and endpoint security practices
- Demonstrated experience in developing automation scripts and utilizing AI-based tools or APIs to optimize Service Desk workflows and improve support efficiency
- Ability to interpret data from ticketing systems and dashboards to drive measurable performance improvements
- Demonstrated success in balancing high technical standards with exceptional service delivery and empathy toward end-users
- Experience working across global IT functions and time zones, contributing to 24/5 support coverage and shared initiatives
- Actively seeks opportunities to improve with emerging tools, cloud platforms, and AI advancements in digital workplace support
Benefits
- Reasonable accommodations for all qualified individuals with a disability
- Equal opportunity employer
- Diverse teams innovating, together
- Paid time off
- Healthcare
- Retirement
- Learning budget
- Parental leave
- Wellness
- Visa/relocation
- Remote flexibility
- Stipends
- Bonus/commission
- Paid holidays
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