IT Support Engineer

Duties

• Support, maintain and update iRobot’s standard desktop infrastructure and future planning needs of the company's Mac, Windows, and Linux endpoints.
• Responsible for assisting with monitoring the performance of the company's desktop infrastructure.
• Lifecycle management of hardware, assisting iRobot staff with new hardware for replacements.
• User education including on-boarding and offboarding new iRobot organizational team members.
• Seeking improvements to raise the quality and efficiency of service provided to all employees.
• Develop and review internal team technical documentation.
• Tier 2 enterprise support for resolving technical and functional issues, performing root cause analysis and develop proposals to prevent similar issues from occurring.
• Assisting and providing backup to the senior IT team members and helpdesk for tier 1 support.
• Develop new projects, formulate workflows, and drive automation to improve end user experience.
• User account management.
• Adhere to industry security standards when performing any tasks.

Requirements/Qualifications

• BS/BA degree in Business, Science, Engineering, Computer Science or other related field or relevant certifications and 4 years of equivalent industry experience.
• Demonstrated hands-on experience (Windows, Mac, and Linux) including both hardware and software.
• Experience using mobile management tools (Intune, SCCM, JAMF, Ninja One, etc.).
• Good knowledge of SaaS applications, including, but not limited to Okta, Microsoft 365, Slack, Zoom, Adobe CC, AWS, Jira, Confluence and license management.
• Familiarity with IT service management tools (ServiceNow, Jira Service Management, etc.) and document management tools such as Confluence or other documentation/wikis platforms.
• Experience with desktop security initiatives.
• Experience providing Tier 1 / 2 support and assisting with Tier 3 support.
• Have a passion for automation, procedures, and documentation.
• Powershell, Bash, Python or other scripting skills.
• A deep problem solver; able to think on your own and develop quick, sound solutions to complex problems while demonstrating a sense of urgency.
• Enthusiastic, organized, and adaptable; a quick learner, who can adopt new technology with ease.
• Good interpersonal and communication skills and the ability to integrate seamlessly with other IT professionals.
• Excellent prioritization skills and an ability to make decisions quickly.
• Success in team environments, demonstrating shared responsibility and accountability with other team members.
• Strong customer service skills and work ethic.
• Punctuality, dependability, and attention to detail.
• Professional appearance and presentation.
• Calm, courteous, and friendly demeanor.