IT Support Engineer

Overview:


TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. The client is a San Francisco, California-based SaaS company that offers a data connectivity platform whose services include data onboarding, the transfer of offline data online for marketing purposes. The company has offices in the United States, Europe, Australia, and Asia.


Job Title: IT Support Engineer

Location: San Francisco, CA 94104

Duration: 6 Months

Job Type: Temporary Assignment

Work Type: Onsite

Job Description:

• Client is the data collaboration platform of choice for the world's most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, Client is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust.
• Client offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases-within organizations, between brands, and across its premier global network of top-quality partners.
• Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to Client to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements.
• The mission of our Business Technology (BT) team is to empower Client's workforce through technology solutions that make their work easier, faster, and more effective. Within BT, our Client Services team plays a fundamental role in this work.
• Our Support Engineers are the face of our IT operations, providing in-office support to our office-based teams, virtual support to our remote employees, and serving as application administrators for the platforms we use to deliver services.

Office Support:

• Set up workstations with monitors and other peripherals so that new and existing employees are productive on day one.
• Partner with a Network Engineer to build out and connect the on-premise hardware stack (network, servers, and related infrastructure).
• Install, configure, and test all necessary equipment in conference rooms (displays, conferencing hardware, video systems) and ensure it is fully functional.
• Ensure office employees are able to connect securely and reliably to the internet and Client applications.
• Troubleshoot and resolve issues that impact employees' ability to access the systems they need to perform their work.

Customer support:

• Provide in-person and remote support with empathy, understanding, and care, leaving our customers feeling supported and confident after every interaction with you.
• Support office-based and remote employees across time zones using our ticketing system, chat, and in-person channels.

Endpoint management & hardware operations:

• Perform physical tasks, builds, and hands-on support for laptops, printers, servers, video conferencing equipment, iPads, and network hardware.
• Build, configure, and maintain Mac and Windows endpoints following Client standards and security requirements.
• Maintain an accurate inventory of hardware and software assets, including check-in/check-out processes and lifecycle management.

Tier 1-4 support:

• Respond to support requests submitted through our ticketing system, providing Tier 1-4 troubleshooting and resolution across a wide variety of platforms and tools.
• Communicate clearly, concisely, and without jargon, ensuring requestors understand what's happening and what to expect next.
• Document fixes and contribute to knowledge base articles to drive self-service and reduce recurring issues.

Optimize & innovate:

• Continuously look for opportunities to improve processes, automate repetitive work, and enhance the employee technology experience.
• Propose and help implement improvements in areas like onboarding, hardware provisioning, incident handling, and self-service.

System administration:

• Serve as the system administrator for one or more IT applications (for example, our ITSM platform), including maintaining, monitoring, securing, supporting, and enhancing the application.
• Configure workflows, automations, roles, and integrations to support BT processes and scale our service delivery.

Educate & enable:

• Provide proactive guidance, direction, and training to users, helping them become self-reliant and proficient with their toolsets.
• Host or support training sessions, office hours, and how-to documentation that demystify technology for all employees and leaders.

Required Qualifications:

• An insatiable need to help people and feel the satisfaction of delighting your customers.
• Incredible patience and empathy when helping people who may be less technologically savvy.
• A deep appreciation for how important it is to support an Executive team in such a way that their interaction with technology is seamless and worry-free.
• At least 8 years of experience working in IT, with at least 5 years in desktop / end-user support.
• A strong bias toward action - you like to keep busy and are constantly looking for ways to contribute to the productivity of the wider team.
• Stellar communication skills that enable you to take complex matters and explain them in a way that anyone can understand, without condescension or judgment.
• A love of technology and a curiosity that drives you to always look for new and exciting ways to use it to make work easier and more effective.
• Significant experience in building and supporting Macs, which comprise roughly 80% of our desktop fleet.
• Experience building and supporting Windows desktops.
• Experience as a system administrator for an ITSM system, preferably Freshservice or Jira Service Management.
• Experience with Google Workspace (gSuite) and Microsoft Office.
• Familiarity with tools such as:
  • Jamf, Workspace ONE, or Microsoft Intune administration
  • CrowdStrike, Netskope, and other endpoint/security tools
  • Asset management software
• Experience with hardware procurement; vendor management experience is a plus.
• An ISO, ITIL, or similar certification, or a strong desire to obtain them.

Preferred skills:

• Experience working in a fast-paced, high-growth, or global technology company.
• Prior experience supporting or helping build out new office locations.
• Comfort working across multiple time zones and collaborating with global teams.
• Experience contributing to or authoring documentation, runbooks, and user-facing help content.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.