IT Systems Support Engineer
About The Position
We are seeking an IT Systems Support Engineer to strengthen our Theatro team. This role emphasizes desktop and server operations, virtualization, endpoint management, network support and security. This position focuses on ensuring day-to-day IT operations run smoothly, supporting end users, and maintaining reliable systems. Desktop & Endpoint Management Troubleshoot Windows and macOS devices (hardware, drivers, updates, imaging). Provision and configure laptops, desktops, and mobile devices, including VPN clients. Provide Tier 2 escalation support for user issues, including peripherals (monitors, printers, docks). Server & Virtualization Support Support enterprise virtualization platforms (VM lifecycle, patching, monitoring). Perform core server administration tasks (file shares, account checks, group policy troubleshooting). Support backup and recovery workflows. Assist with Linux-based systems at an operational level (logs, service restarts, troubleshooting). Network Support & Troubleshooting Monitor enterprise network and wireless dashboards for health and performance. Diagnose endpoint connectivity issues (IP/DNS problems, VLAN mismatches, switchport issues). Provide network support and escalate complex issues to senior networking staff when necessary. User & Operations Support Participate in onboarding/offboarding workflows (hardware setup, account validation, access checks). Troubleshoot end-user issues in productivity and collaboration platforms (email, file sharing, meetings, documents). Provide support for VPN connectivity at the end-user level. Documentation & Process Create and maintain troubleshooting guides, SOPs, and knowledge base articles. Document fixes and workflows for repeatability. Contribute to user-facing guides and training materials where needed. Assist with asset lifecycle management (hardware/software tracking, inventory updates). Provide occasional end-user training on common tools and workflows.
Requirements
- Strong troubleshooting skills across desktop, server, and virtualization environments
- Proficiency in enterprise network and wireless environments (troubleshooting, monitoring, endpoint connectivity)
- Familiarity with enterprise virtualization and backup platforms
- Ability to support both Windows and Linux server environments at an operational level
- Strong communication and documentation skills
- Bachelor's Degree OR 2+ years of IT/IT Support/Systems Support experience
Nice To Haves
- scripting/automation (PowerShell, Python)
- awareness of compliance frameworks
- exposure to cloud identity and productivity platforms
Responsibilities
- Troubleshoot Windows and macOS devices (hardware, drivers, updates, imaging)
- Provision and configure laptops, desktops, and mobile devices, including VPN clients
- Provide Tier 2 escalation support for user issues, including peripherals (monitors, printers, docks)
- Support enterprise virtualization platforms (VM lifecycle, patching, monitoring)
- Perform core server administration tasks (file shares, account checks, group policy troubleshooting)
- Support backup and recovery workflows
- Assist with Linux-based systems at an operational level (logs, service restarts, troubleshooting)
- Monitor enterprise network and wireless dashboards for health and performance
- Diagnose endpoint connectivity issues (IP/DNS problems, VLAN mismatches, switchport issues)
- Provide network support and escalate complex issues to senior networking staff when necessary
- Participate in onboarding/offboarding workflows (hardware setup, account validation, access checks)
- Troubleshoot end-user issues in productivity and collaboration platforms (email, file sharing, meetings, documents)
- Provide support for VPN connectivity at the end-user level
- Create and maintain troubleshooting guides, SOPs, and knowledge base articles
- Document fixes and workflows for repeatability
- Contribute to user-facing guides and training materials where needed
- Assist with asset lifecycle management (hardware/software tracking, inventory updates)
- Provide occasional end-user training on common tools and workflows
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
