Sr IT Systems Engineer

As a Senior Service Desk / Field Engineer, you will own complex end-user support and workplace technology services, delivering reliable and scalable solutions. You’ll work with local site operations while collaborating with global IT teams to improve user experience and system reliability. The role blends hands-on troubleshooting with strategic process improvements, including automation to reduce manual work. You’ll lead field support for the site, including provisioning, network, and executive-level assistance, contributing to a global, 24/5 support footprint. This opportunity appeals to problem solvers who want to shape a high-impact IT workplace experience in a security-minded company.

• Lead resolution of high-impact desktop, network, and SaaS issues; perform root cause analysis and implement long-term remediations
• Own and optimize end-user services (Google Workspace, endpoint management, collaboration tools, identity management, secure access)
• Design and maintain automation scripts/workflows (PowerShell, Python) to improve efficiency and metrics
• Collaborate with network, systems, and security teams to support local infrastructure and onboarding of new technologies
• Lead field support operations for workstation provisioning, network, A/V, and executive support
• Create and maintain knowledge base articles, runbooks, and SOPs for global consistency
• Analyze service desk trends to identify gaps and improve efficiency, reducing ticket volumes
• Leverage AI-assisted tools to triage incidents, automate workflows, and identify optimization opportunities
• Mentor junior engineers and field techs across local and global teams

• BA/BS in Information Technology or equivalent
• 5–7 years in IT Service Desk, Field Support, or End-User Computing
• Deep Google Workspace administration experience; Zoom/Slack management; identity services (Okta, CyberArk)
• Expert macOS and Windows configuration, MDM (Intune, JAMF)
• Strong TCP/IP, VPN, wireless networking, and endpoint security knowledge
• Automation experience with PowerShell and Python; familiarity with AI tools or APIs for workflows
• Experience with ticketing dashboards (ServiceNow or similar)
• Customer-focused service delivery and empathy
• Cross-functional collaboration across global IT functions and time zones
• Continuous learner with interest in cloud tools and AI in digital workplace support

• Customer-centricity
• Cross-functional collaboration
• Mentorship and coaching
• Google Workspace administration
• Zoom/Slack management
• Identity services (Okta, CyberArk)