Sr. IT Support Engineer

About the role

Globality is transforming how global enterprises source goods and services by building agentic technology that operates autonomously, at scale, and without inefficiencies. The Senior IT Support Engineer will play a crucial role in ensuring the smooth operation of the company's technology environment.

Responsibilities

• Provide hands-on support and resolve tickets escalated through our service desk system
• Troubleshoot networking issues, including DNS, Firewalls, and routing
• Manage SLAs, prioritize queues, handle escalations, and ensure timely resolution
• Communicate effectively with business users, translating technical issues into clear explanations
• Administer and support cloud-based platforms and services (Office 365, Azure, AWS, Active Directory, Slack, Okta)
• Perform hardware, networking, and cybersecurity-related support tasks
• Own incidents, tasks, and projects end-to-end; use initiative to drive solutions
• Follow documented processes and procedures; identify and implement improvements
• Balance time, priorities, and communication across multiple stakeholders

Requirements

• Bachelor’s degree in computer science/IT or related field
• Minimum 5 years working in an IT engineering or support role
• Experience with configuring and maintaining SSO systems, SCIM provisioning, or Okta workflows
• Proficiency with cloud tech platforms (Office 365, Azure, AWS, Active Directory, Slack, Okta)
• Experience managing mobile device / endpoint platforms (Jamf, ManageEngine)
• Solid troubleshooting skills in networking (DNS, Firewalls, VPN)
• Experience managing ticket queues, SLAs, and escalations
• Experience with service desk and remote support tools
• Strong analytical and problem-solving skills
• Excellent written, verbal, and interpersonal communication
• Working knowledge of computer hardware, networking, cybersecurity
• Strong time management, prioritization, and communication

Qualifications

• ITIL 4 accreditation or experience working with ITIL 4 best practices
• Nice to have: Experience administering cloud platforms (AWS, Azure), Deep knowledge of Azure/AWS networking, IAM

Skills

• Hands-on support and troubleshooting
• Networking and cloud platform administration
• Communication and stakeholder management
• Problem-solving and initiative

Benefits

Actual compensation may vary based on factors such as experience, skills, and location. This information is provided in accordance with the California Equal Pay Act.

Pay

The anticipated annual base salary range for this position is $90,000 - $150,000.

Schedule

This role is full-time and based in Palo Alto, CA.