Sr IT Services Engineer

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Role Overview

As a Senior IT Services Engineer, you will be a key member of the IT team, providing advanced support for end users and IT infrastructure. You will troubleshoot, resolve, and escalate complex technical issues, drive process improvements, and champion the adoption of new technologies—including AI-powered tools. You will work closely with other IT teams and business stakeholders to deliver high-quality service and ensure operational excellence.

Key Responsibilities

• Desktop & Laptop Support: Provide on-site and remote support for desktops, laptops, printers, mobile devices, and peripherals. Troubleshoot and resolve OS, application, and hardware issues.
• Software Installation & Configuration: Install, configure, and update software applications. Perform OS upgrades, patches, and security updates.
• Incident & Request Management: Monitor and respond to support tickets, prioritize based on severity and SLA, and ensure timely resolution.
• User & Remote Support: Assist end-users with technical queries, provide training, and promote IT best practices. Deliver troubleshooting and support for both on-site and off-site users through remote desktop tools, phone, or email.
• Security & Compliance: Maintain IT security protocols, enforce company policies, and ensure devices are updated with security patches and anti-virus definitions.
• Collaboration & Escalation: Work closely with other IT teams (networking, infrastructure, security) and escalate unresolved issues to senior engineers or specialists.
• Remote Support: Provide troubleshooting and support for off-site users via remote desktop tools, phone, or email.
• Okta Administration (Identity & Access Management): Administer and manage Okta for identity and access management, including user provisioning, de-provisioning, group management, application integrations, and troubleshooting authentication/authorization issues. Ensure compliance with security policies and best practices for access controls.
• Documentation & Reporting: Maintain clear documentation of issues, resolutions, and processes. Create user manuals, FAQs, and support materials. Additionally, oversee the creation, review, and regular updating of knowledge base articles and documentation to ensure accuracy and relevance.
• On-Call Support: Participate in on-call rotation for critical support needs.
• AI Tools & Automation: Use and train others on AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Agent AI) for IT support, documentation, and workflow automation. Integrate AI into daily IT operations, and ensure ethical, secure, and transparent use of AI technologies.
• Continuous Learning & Innovation: Demonstrate a strong passion for continuous learning and professional development. Stay updated with the latest technologies, tools, and industry trends. Think creatively and improvise to solve problems and improve processes. Actively participate in knowledge sharing, team learning sessions, and innovation initiatives.
  
  
  

Key Skills And Qualifications

Educational Background

• Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience).
  
  
  

Experience

• 5–7 years in IT support or desktop support roles (7+ years preferred for senior roles).
• Hands-on experience troubleshooting hardware, software, and network issues.
  
  
  

Technical Skills

• Proficiency in Windows OS (Windows 10, 11), macOS, and basic Linux knowledge.
• Strong experience with Microsoft Office Suite (Word, Excel, Outlook, etc.).
• Familiarity with Active Directory (AD), user account management, and group policies.
• Experience with ticketing systems (Fresh Service, ServiceNow, Jira).
• Hardware knowledge (laptops, desktops, printers, etc.).
• Working knowledge of conferencing and audio-visual technology.
• Experience managing services such as Okta, O365, Intune, MECM, AD, Zoom, Proofpoint, etc.
• Experience with AI-powered tools and automation platforms.
  
  
  

Soft Skills

• Excellent verbal and written communication.
• Demonstrated ability to collaborate effectively within diverse teams, fostering a positive work environment and achieving shared goals.
• Strong customer service orientation and problem-solving focus.
• Ability to handle multiple tasks and priorities in a fast-paced environment.
• Attention to detail and methodical troubleshooting.
• Strong interpersonal skills and collaborative team spirit.
• Keen on learning new things and staying ahead of technology trends.
• Think differently and improvise to solve problems and improve processes.
• Demonstrates curiosity, adaptability, and a proactive approach to professional growth.
  
  
  

Certifications (Preferred But Not Required)

• Microsoft Certified: Windows OS or related certifications.
• ITIL Foundation certification is a plus.