IT Support Engineer

DeepL•Austin, TX

12d•Hybrid

About The Position

DeepL is seeking an IT Support Engineer to manage IT services and operations for DeepL team members in Austin, TX, and provide remote global support. This full-time, onsite role requires physical presence four days a week. The engineer will collaborate with international IT teams and third-party providers to ensure employees have the necessary technology to work effectively. Reporting to the Senior IT Support Manager in London, the role involves delivering first-line IT support, managing employee hardware and devices, overseeing office IT and connectivity, handling onboarding/offboarding tech provisioning and training, and driving continuous improvement through emerging technologies.

Requirements

5+ years of progressive experience in IT Support or IT Operations roles, preferably within a software or technology-driven company.
Experience in AI Use tools and technologies. AI fluency with security maturity: An enthusiastic adopter of AI tools.
University degree in Computer Science, IT, or a comparable discipline; alternatively, equivalent professional background.
Hands-on experience with a variety of operating systems (e.g. Windows, macOS, Linux) and enterprise applications.
Knowledge of MDM tools, JAMF and Intune.
Technical acumen to independently resolve the majority of local first line IT support requests, including account administration and systems access, hardware issues and troubleshooting, connectivity and network issues.
Familiarity with ticketing systems and knowledge of ITIL processes.
Demonstrated experience working successfully as part of an international team, including across time zones, languages and cultures.
Strong understanding and practical experience with IT security best practices (e.g, security standards and certifications, endpoint security, phishing awareness).
Experience in vendor management and negotiation, building strong relationships with external IT service providers and suppliers.
Experience in IT Asset Management and IT Inventory Management.
Excellent communication and interpersonal skills, focus on internal customer care, with the ability to effectively collaborate with stakeholders at all levels, both technical and non-technical, across diverse cultures.
Knowledge in Zoom conference system management.

Responsibilities

Provide first-line IT support for all IT-related issues and needs, managing an efficient ticketing system, triage, and escalations.
Manage employee hardware and device provisioning to ensure employees are equipped to be effective.
Ensure office IT and connectivity, including AV setup, are fit for purpose, collaborating with the global office/workspace team.
Handle onboarding and off-boarding tech provisioning and training for new employees in US regions, ensuring effective, efficient, and secure technology access and usage.
Stay updated on relevant emerging technologies and trends, proposing creative solutions for continuous improvement at DeepL.