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Sr. IT Support Engineer

Company: Picarro
Location: Santa Clara
Posted on: November 25, 2022

Job Description:


Sr. IT Support Engineer

Location: Santa Clara, CA (on-site)

The Opportunity:



As a member of the IT Support team, you will provide support to users onsite and remote. Reporting to the IT Manager - the Sr. IT Support Engineer will oversee Picarro's employee support activities, including but not limit to system imaging, troubleshoot application, server infra, hardware issues, onboard/offboard users, Microsoft 365 administration, Okta administration, SaaS provisioning, and IT hardware, support lab, VPN, Wi-Fi, network infra. The primary role of The Sr. IT Support Engineer is to ensure users' requests are resolved effectively by providing the best-in-class user experience. The role will also involve new IT projects and implementations by working with end-users, x-functional teams, 3rd party vendors, and consultants to ensure the success of these projects. This is a Santa Clara-based position. You will be required to go to the office. This is not a remote position.



Job Responsibilities:


  • Responsible for incoming Help Desk requests including onboarding/offboarding through Jira Service Desk
  • Support current and changing aspects of our IT environment, including MacOS / Linux / Windows, mobile devices, A/V equipment, printers, etc.
  • Troubleshoot and resolve complex technical issues across endpoint platforms
  • Maintain servers, workstations, network configurations, file servers, and other IT infra
  • Troubleshoot network and desktop performance issues, with escalation when necessary
  • Administer, manage, and improve in our growing SaaS subscription
  • Maintain network applications and services (AD, DNS, VMware, backup, Ruckus Wi-Fi, network storage)
  • Ensure the stability of infrastructure systems and manage infrastructure services outages
  • Partner with vendors/consultants to resolve issues
  • Support and enforce company information policies and procedures
  • Demonstrated experience understanding complex issues, and explaining them in terms appropriate for technical or nontechnical audiences
  • Ability to provide hands-on and remote support and diagnose technical issues across a variety of different platforms
  • Assist with communication of major outages to users and coordinate to ensure services restored
  • Perform IT Procurement with vendors
  • Some after-hours work including evenings & weekends


    Required Knowledge:


    • Hands-on experience with TCP/IP, UDP, DNS, SMTP, SNMP, VPN, Active Directory, Windows Server, VMware ESXI
    • Proficiency with Network File Servers
    • Proficiency with Microsoft Office 365 and Azure Active Directory
    • Experience with configuration and management of SaaS solutions such as Okta, Sophos, Atera, Microsoft 365 administration, Zoom Meeting, Zoom Phone, MS Teams, Slack
    • Experience with end-point security and management solutions
    • Managing Multi-Factor Authentication (MFA) and Single Sign On (SSO)
    • Knowledge of scripting in PowerShell or apps script


      Qualifications:


      • Team player mindset - collaboration, accountability, being flexible, positive attitude, commitment
      • Minimum 10 years of experience in supporting and deploying Windows, MacOS, Linux systems
      • Provide amazing day-to-day hardware and software technical support for our employees
      • Undergraduate degree in a technology-related discipline or a business-related field
      • Deep expertise in Windows operating systems from hardware through applications
      • Excellent problem-solving skills and self-driven
      • Demonstrate a commitment to customer service; anticipate, meet, and exceed expectations by solving problems quickly and effectively
      • Attention to detail and high level of accuracy
      • Strong sense of integrity
      • Knowledge of scripting in PowerShell or apps script
      • May require lifting or carrying equipment up to 49 lbs
      • Very good verbal and written communication skills


        Education:


        • A degree in a computer-related field or equivalent technical training and work experience in a Windows desktop and server environment





          About Picarro:

          Picarro, Inc. is the world's leading producer of greenhouse gas and optical stable isotope instruments, which are used in a wide variety of scientific and industrial applications, including: atmospheric science, air quality, greenhouse gas measurements, gas leak detection, food safety, hydrology, ecology and more. The company's products are all designed and manufactured at Picarro's Santa Clara, California headquarters and exported to countries worldwide. Picarro's products are based on dozens of patents related to cavity ring-down spectroscopy (CRDS) technology. Picarro's solutions are unparalleled in their precision, ease of use, portability, and reliability.



          Honors awarded the Company include the World Economic Forum Technology Innovation Pioneer, IHS CERA Energy Innovation Pioneer, the U.S. Department of Energy Small Business of the Year, the TiE50 Winner and the Red Herring Global 100 Winner. Key investors include Benchmark Capital Partners, Greylock Management Corporation, Duff, Ackerman & Goodrich, Stanford University, Focus Ventures, Mingxin China Growth Ltd., NTT Finance and Weston Presidio Capital.



          All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, social orientation, nor on the basis of disability.

          Posted positions are not open to third party recruiters/agencies and unsolicited resume submissions will be considered free referral.



          If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Picarro, Inc. at disabilityassistance@picarro.com for assistance.



Keywords: Picarro, Santa Clara , Sr. IT Support Engineer, Other , Santa Clara, California

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