Sr. IT Support Engineer

Globality • Palo Alto, CA

4d • Onsite

About The Position

Globality is looking for a proactive Sr. IT Support Engineer to join our IT team and ensure our technology environment runs smoothly. You’ll act as a trusted partner to both technical and non-technical stakeholders, manage escalations, and solve complex IT issues with creativity and precision.

Requirements

• Bachelor’s degree in computer science/IT or related field
• Minimum 5 years working in an IT engineering or support role
• Experience with configuring and maintaining SSO systems, SCIM provisioning, or Okta workflows
• Proficiency with cloud tech platforms (Office 365, Azure, AWS, Active Directory, Slack, Okta)
• Experience managing mobile device / endpoint platforms (Jamf, ManageEngine)
• Solid troubleshooting skills in networking (DNS, Firewalls, VPN)
• Experience managing ticket queues, SLAs, and escalations
• Hands-on familiarity with service desk and remote support tools
• Strong analytical and problem-solving skills
• Excellent written, verbal, and interpersonal communication
• Working knowledge of computer hardware, networking, cybersecurity
• Demonstrated ownership: initiative, accountability, drive
• Strong time management, prioritization, and communication

Nice To Haves

• ITIL 4 accreditation or experience working with ITIL 4 best practices
• Experience administering cloud platforms (AWS, Azure)
• Experience with FreshService ITSM
• Deep knowledge of Azure/AWS networking, IAM

Responsibilities

• Provide hands-on support and resolve tickets escalated through our service desk system
• Troubleshoot networking issues, including DNS, Firewalls, and routing
• Manage SLAs, prioritize queues, handle escalations, and ensure timely resolution
• Communicate effectively with business users, translating technical issues into clear explanations
• Administer and support cloud-based platforms and services (Office 365, Azure, AWS, Active Directory, Slack, Okta)
• Perform hardware, networking, and cybersecurity-related support tasks
• Own incidents, tasks, and projects end-to-end; use initiative to drive solutions
• Follow documented processes and procedures; identify and implement improvements
• Balance time, priorities, and communication across multiple stakeholders

Benefits

• We are an equal opportunity employer and participate in the E-Verify program.
• We are committed to building a diverse and inclusive workplace and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity, religion, national origin, age, disability, or any other protected status.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior