IT Support Engineer

About the role

You will be responsible for IT services and IT operations for DeepL team members in Austin, TX as well as remote global support. This role is a Full time role and requires to be physically onsite 4 days a week. You will collaborate closely with IT team members in other countries, liaise with third party providers, and ultimately ensure DeepL employees are set up with the right technology to work effectively in their roles.

Responsibilities

• First line IT support: providing the first line of support for employees with all IT-related issues and needs, ensuring an efficient ticketing system, triage and escalations.
• Employee hardware and device management: ensuring all employees are set up quickly and efficiently with the devices they need to be effective in their roles.
• Office IT and connectivity: ensuring AV set up and connections in our office is fit for purpose, working collaboratively with our global office/workspace team.
• Onboarding and off-boarding tech provisioning and training: ensuring new employees in US regions know how to access and use technology at DeepL effectively, efficiently and securely.
• Continuous improvement: stay up to date with relevant emerging technologies and trends and propose creative solutions for continuous improvement at DeepL.

Qualifications

• 5+ years of progressive experience in IT Support or IT Operations roles, preferably within a software or technology-driven company.
• Experience in AI Use tools and technologies. AI fluency with security maturity: An enthusiastic adopter of AI tools.
• University degree in Computer Science, IT, or a comparable discipline; alternatively, equivalent professional background.
• Hands-on experience with a variety of operating systems (e.g. Windows, macOS, Linux) and enterprise applications. Knowledge of MDM tools, JAMF and Intune.
• Technical acumen to be able to independently resolve the majority of local first line IT support requests, including account administration and systems access, hardware issues and troubleshooting, connectivity and network issues.
• Familiarity with ticketing systems and knowledge of ITIL processes.
• Demonstrated experience working successfully as part of an international team, including across time zones, languages and cultures.
• Strong understanding and practical experience with IT security best practices (e.g, security standards and certifications, endpoint security, phishing awareness).
• Experience in vendor management and negotiation, building strong relationships with external IT service providers and suppliers.
• Experience in IT Asset Management and IT Inventory Management.
• Excellent communication and interpersonal skills, focus on internal customer care, with the ability to effectively collaborate with stakeholders at all levels, both technical and non-technical, across diverse cultures.
• Knowledge in Zoom conference system management.