IT Engineer

What You Will Do

• Deliver exceptional deskside and remote support to Gecko employees
• Ensure all standard technology services, including AV and meeting room technology, are maintained
• Proactively own and follow up on IT support requests and problem tickets until user confirms resolution, entering incidents and requests into Jira to ensure accurate tracking of End-User Issues, and collaborating with internal and external teams for timely resolution
• Manage escalations and liaise with third-party suppliers to ensure high-quality operational services
• Manage onboarding and offboarding processes, including user account administration and asset management
• Supervise and assist with deployment of new hardware and software to end users
• Operations and maintenance of software Infrastructure (Okta, Google Workspace, Slack…)
• Contribute to the Service Desk knowledge base and documentation
• Support IT compliance activities and ensure adherence to global standards, and help educate colleagues on IT services, policies, security, and compliance best practices
• Be available for occasional out-of-hours support
• Support the technical build out of new offices (Travel required)
• Build Automations: Design, develop, and implement automated workflows
• Implement automation solutions, ensuring seamless integration with existing systems and processes
• Create and maintain comprehensive documentation for automated workflows, including design specifications, user guides, and technical manuals
• Stay up-to-date with industry trends and emerging technologies in workflow automation
• Propose and implement improvements to enhance efficiency and effectiveness

About You

• At least 4 years in an IT help desk / desk side support role, with increasing responsibility
• Strong cross-platform expertise in Windows and Mac OS; working knowledge of AV technology
• Accountability – candidate has a sense of ownership when troubleshooting a problem and will see things through to completion
• Professionalism - candidate maintains composure and integrity while providing timely support to end users
• Detail Oriented – candidate takes the time to listen and understand the issues and works with the appropriate teams to resolve
• Proactive, solution-oriented mindset with excellent problem-solving skills
• Ability to build strong relationships with business stakeholders (e.g., HR, Finance, Admin) to understand and address their technology needs
• Excellent verbal and written communication skills
• Able to work independently with minimal supervision