IT Support Engineer

Scope

This role will be on-site 5 days a week in NW Austin.

Specific Responsibilities

• Provide hands-on technical support to end-users on-site, by resolving hardware, software, and network issues promptly.
• Troubleshoot and diagnose problems related to on-site desktops, laptops, printers, peripherals, mobile devices, and engineering servers.
• Install, configure, and maintain operating systems, software applications, and user accounts.
• Ensure all work areas are fully operational technically (ethernet, displays, keyboard, mouse, etc.).
• Maintain all office technical equipment, including AV equipment in conference rooms.
• Hardware asset inventory management and administration for onboarding/offboarding
• Maintain local networks to ensure optimal performance.
• Provide orientation and guidance to users on how to operate new software and computer equipment.
• Organize and schedule upgrades and maintenance with minimal interruption to others’ work.
• Proactively perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.).
• Maintain maintenance schedules and records/logs of repairs and fixes.
• Identify computer or network equipment shortages and place orders.
• Liaison with local IT-related vendors, as needed.
• Collaborate with the IT team to help manage and maintain the engineering compute infrastructure.
• Monitor system performance, diagnose problems, and proactively identify opportunities for improvement.
• Create and update technical documentation, including user guides and knowledge base articles.
• Stay up-to-date with emerging technologies and industry trends, particularly in the areas of IT support.

Education and Experience

• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
• Proven experience in providing technical support in a fast-moving high-tech related environment for a minimum of 3 years.
• Solid understanding of IT infrastructure, including desktops, laptops, servers, networking, and security.
• Good knowledge of internet security and data privacy principles
• Familiarity with Amazon Web Services (AWS) is a plus
• Ability to troubleshoot hardware and software issues effectively and provide timely resolutions.
• Strong knowledge of operating systems, such as Windows, macOS, and Linux
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Proactive attitude and ability to work independently as well as collaborate in a team environment.
• Prior experience in scripting or automation (Python, PowerShell, etc.)

Must Be Authorized to Work in the United States for Any Employer

We do not sponsor or take over sponsorship of employment visas (now or in the future) for this role.