IT Engineer

Gecko Robotics•Boston, MA

3d•Onsite

About The Position

Gecko Robotics is helping the world’s most important organizations ensure the availability, reliability, and sustainability of critical infrastructure. Gecko's complete and connected solutions combine wall-climbing robots, industry-leading sensors, and an AI-powered data platform to provide customers with a unique window into the current and future health of their physical assets. This enables real-time decision making to increase the efficiency and safety of operations, promote mission readiness, and protect the environment and civilization from the effects of infrastructure failure. IT is the collaborative technical partner for the business, delivering all enterprise infrastructure, applications and related end user technology services across Gecko. The team designs, implements and manages the software and hardware technologies that empowers Geckos to quickly provide transformative products and services to our customers. The IT Engineer is the face of IT, providing first-line support to end users, building trust with stakeholders, and helping to automate solutions.

Requirements

At least 4 years in an IT help desk / desk side support role, with increasing responsibility
Strong cross-platform expertise in Windows and Mac OS; working knowledge of AV technology
Accountability – candidate has a sense of ownership when troubleshooting a problem and will see things through to completion.
Professionalism - candidate maintains composure and integrity while providing timely support to end users
Detail Oriented – candidate takes the time to listen and understand the issues and works with the appropriate teams to resolve
Proactive, solution-oriented mindset with excellent problem-solving skills
Ability to build strong relationships with business stakeholders (e.g., HR, Finance, Admin) to understand and address their technology needs
Excellent verbal and written communication skills
Ability to work independently with minimal supervision
This is a 100% on-site role; you must be able to work from our designated office location
Strong time management and prioritization abilities
Professional and approachable demeanor under pressure

Nice To Haves

Strong cross-platform expertise in Windows, Mac OS, iOS/iPadOS, Android.
Okta
Okta Workflows
Google Workspace
JAMF
Microsoft InTune
Slack
Zoom
Cisco Meraki
Other Automation Tooling

Responsibilities

Deliver exceptional deskside and remote support to Gecko employees
Ensure all standard technology services, including AV and meeting room technology, are maintained
Proactively own and follow up on IT support requests and problem tickets until user confirms resolution, entering incidents and requests into Jira to ensure accurate tracking of End-User Issues, and collaborating with internal and external teams for timely resolution
Manage escalations and liaise with third-party suppliers to ensure high-quality operational services
Manage onboarding and offboarding processes, including user account administration and asset management
Supervise and assist with deployment of new hardware and software to end users
Operations and maintenance of software Infrastructure (Okta, Google Workspace, Slack…)
Contribute to the Service Desk knowledge base and documentation
Support IT compliance activities and ensure adherence to global standards, and help educate colleagues on IT services, policies, security, and compliance best practices
Be available for occasional out-of-hours support
Support the technical build out of new offices (Travel required)
Design, develop, and implement automated workflows.
Implement automation solutions, ensuring seamless integration with existing systems and processes.
Create and maintain comprehensive documentation for automated workflows, including design specifications, user guides, and technical manuals.
Stay up-to-date with industry trends and emerging technologies in workflow automation.
Propose and implement improvements to enhance efficiency and effectiveness.