IT Technical Support Engineer

Saildrone • Alameda, CA

2d • Onsite

About The Position

Saildrone is looking for a proactive IT Technical Support Engineer to join our corporate IT team. In this role you will collaborate and engage with all Saildrone employees and contractors to provide human-centric support and solutions to solve day to day dilemmas, inspire continuous improvement throughout the organization, and participate in contributing new efficiencies to enable the company to scale and meet the growing demands for the solutions our vehicles and services provide to help understand and protect our oceans. The primary duties of the IT Technical Support Engineer role will be supporting internal end-users at all stages of their engagement with the company, starting with preparing for their first day by ensuring their accounts and hardware are ready for them on their first day, supporting them throughout their tenure, and helping wish them fair winds and following seas when they move on to their next adventure. As a growing Defense Industrial Base contractor, it is imperative that Saildrone’s IT department be dynamic, flexible and creative. Saildrone moves quickly, and effectively supporting the company’s needs requires out of the box thinking while coloring within the lines of the regulatory frameworks which defense contractors must follow. This position provides opportunity for growth with access to training, an annual professional development stipend, and opportunities to support and participate in projects covering all aspects of IT at Saildrone. As Saildrone grows, we hope you’ll grow with us.

Requirements

• Ability to work on-site, full-time at Saildrone’s headquarters in Alameda, CA
• Capable time management skills
• Methodical and accurate troubleshooting
• Clear written and verbal communication
• Ability to know when to escalate
• A passion for IT Technology and Service Delivery
• Friendly disposition and great sense of humor
• Loves working with and helping people
• Ability to lift up to 30 pounds
• This role requires experience supporting or interacting with the following systems:
• MacOS/Windows/Ubuntu endpoints
• Apple and Android mobile devices
• Endpoint Management tools (JumpCloud)
• Identity Management tools (Okta)
• Productivity tools (Google Workspace, Microsoft 365, Atlassian, Smartsheet, Lucid)
• Communications and Collaboration tools (Slack, Zoom, Teams)

Nice To Haves

• Applicants with the following skills will stand out from the crowd:
• Shell scripting/automation (BASH/Powershell/Python)
• DevOps/Infrastructure as Code
• Proven experience replacing manual processes with automations by leveraging available APIs
• A passion for documentation
• Exceptional attention to detail
• Familiarity with regulatory and compliance frameworks (NIST Cybersecurity Frameworks, ISO9001/ISO27001, SOX, SOC2)
• Current certifications from any vendor listed
• AWS Certifications
• Active study or current certifications relating to ITIL and Project Management

Responsibilities

• Gracefully provide accurate technical support to on-site and remote users around the world
• Attentive ownership of assigned support tickets through consistent communication, responsible escalation, and informed hand-offs
• Participate in maintaining accurate equipment inventory
• Helpdesk on-call rotation
• Configure and deploy end-user systems
• User account on-boarding/off-boarding
• Lead end-user training and on-boarding sessions
• Follow known procedures with accuracy and consistency
• Demonstrate initiative and maintain a high degree of professional conduct at all times
• Seek opportunities to improve knowledge, skills, and performance
• Troubleshoot and support shared office systems such as printers and conference room AV systems
• Create and update documentation (internal and end-user facing)
• Collaborate with teammates to improve IT Department processes and procedures
• Thrive in a dynamic, fast-paced environment

Benefits

• Paid time off, including vacation, bereavement, jury duty, sick time and parental leave
• Comprehensive and competitive medical, dental and vision plans, and HSA with employer matching.
• Company sponsored life insurance
• Stock Options
• Annual stipend for continued learning and development
• Quarterly company BBQs at our Alameda HQ (bring your friends and family!)
• Free Bay Area Public Transportation via AlamedaTMA with the BayPass Clipper Card

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees