IT Support Engineer

iRobot•Bedford, MA

1d•$64,000 - $91,500

About The Position

iRobot is looking for an IT Support Engineer to join a fast-paced, service-oriented organization. This role is part of a team focused on user account management, application management, and operations support for end users globally. The engineer will provide technical support for endpoints including Windows, Mac, and Linux computers, devices running Android, iOS, and other devices such as printers, projectors, and conference room AV hardware. The position requires broad knowledge of operating systems, browser configurations, applications, and user account management, with excellent collaboration and partnering capabilities. Experience centrally managing PCs and other devices in an enterprise environment is strongly desired. Strong knowledge of Windows is required. The role is a "hands-on" engineer who enjoys troubleshooting, planning, and creating optimizations to improve device reliability and team performance, with a strong commitment to customer service in IT Service Management. The company seeks forward-thinking team members passionate about delivering quality products and services, who enjoy working closely with business partners on strategic and tactical challenges. Candidates should possess excellent verbal and written communication skills, be able to work independently as a self-starter, utilize good time management skills, and function well within a diverse team.

Requirements

BS/BA degree in Business, Science, Engineering, Computer Science or other related field or relevant certifications and 4 years of equivalent industry experience.
Demonstrated hands-on experience (Windows, Mac, and Linux) including both hardware and software.
Experience using mobile management tools (Intune, SCCM, JAMF, Ninja One, etc.)
Good knowledge of SaaS applications, including, but not limited to Okta, Microsoft 365, Slack, Zoom, Adobe CC, AWS, Jira, Confluence and license management.
Familiarity with IT service management tools (ServiceNow, Jira Service Management, etc.) and document management tools such as Confluence or other documentation/wikis platforms.
Experience with desktop security initiatives.
Experience providing Tier 1 / 2 support and assisting with Tier 3 support.
Have a passion for automation, procedures, and documentation.
PowerShell, Bash, Python or other scripting skills.
A deep problem solver; able to think on your own and develop quick, sound solutions to complex problems while demonstrating a sense of urgency.
Enthusiastic, organized, and adaptable; a quick learner, who can adopt new technology with ease.
Good interpersonal and communication skills and the ability to integrate seamlessly with other IT professionals.
Strong communication skills, both verbal and written.
Must be able to work creatively, calmly, flexibly and under tight deadlines to respond quickly and positively to shifting/multiple demands and opportunities.
Excellent prioritization skills and an ability to make decisions quickly.
Success in team environments, demonstrating shared responsibility and accountability with other team members.
Strong customer service skills and work ethic.
Punctuality, dependability, and attention to detail.
Professional appearance and presentation.
Calm, courteous, and friendly demeanor.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship of any additional employment visas at this time.

Nice To Haves

Experience centrally managing PCs and other devices in an enterprise environment is strongly desired.
Knowledge and demonstrated experience working with Windows, MacOS, Ubuntu, M365 or Entra, powershell, Remote Monitoring and Management tools, IT security principals and ITIL knowledge are preferred.
Understanding of APIs and working with team members globally are a plus.

Responsibilities

Support, maintain and update iRobot’s standard desktop infrastructure and future planning needs of the company's Mac, Windows, and Linux endpoints.
Responsible for assisting with monitoring the performance of the company's desktop infrastructure.
Lifecycle management of hardware, assisting iRobot staff with new hardware for replacements.
User education including on-boarding and offboarding new iRobot organizational team members.
Seeking improvements to raise the quality and efficiency of service provided to all employees.
Develop and review internal team technical documentation.
Tier 2 enterprise support for resolving technical and functional issues, performing root cause analysis and develop proposals to prevent similar issues from occurring.
Assisting and providing backup to the senior IT team members and helpdesk for tier 1 support.
Develop new projects, formulate workflows, and drive automation to improve end user experience.
User account management.
Adhere to industry security standards when performing any tasks.