Sr. IT Support Engineer

xAI•Austin, TX

2d•Onsite

About The Position

About xAI xAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. We operate with a flat organizational structure. All employees are expected to be hands-on and to contribute directly to the company’s mission. Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important. All employees are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates. Who We Are At 𝕏, we are at the forefront of technology, driven by a mission to revolutionize digital interaction and create the Everything App. Our platform is a space where people can connect, share ideas, and engage in meaningful conversations. Our global operations span across continents, connecting innovators and fostering a culture of collaboration and excellence. Our IT Services team is the backbone of our operational efficiency, ensuring seamless connectivity and technical assistance for all our employees, regardless of their location. Job Summary: We are seeking a skilled and helpful IT specialist to join our IT services team. This role provides advanced technical guidance and service to end-users, resolves complex IT issues, and collaborates with Level 1 technicians and senior IT staff to ensure seamless technology operations. The ideal candidate is a problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering outstanding customer service.

Requirements

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience considered.
2-4 years of experience in IT, helpdesk, or a related technical role.
Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise software.
Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPNs) and basic server administration (Windows Server, Linux basics).
Experience with IT service management tools (e.g., ServiceNow, Jira) and ticketing systems.
Excellent problem-solving, analytical, and customer service skills.
Ability to work independently and collaboratively in a fast-paced environment.
Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional, or ITIL) preferred.

Nice To Haves

Experience with scripting (e.g., PowerShell, Bash,Python) for automation tasks.
Knowledge of cybersecurity best practices and tools (e.g., antivirus, endpoint protection).
Ability to manage multiple priorities and meet deadlines under pressure.

Responsibilities

Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in-person.
Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts.
Manage and administer user accounts, permissions, and access controls in systems like Active Directory.
Assist with the deployment, configuration, and maintenance of hardware (desktops, laptops, servers, and peripherals) and software applications.
Monitor and maintain IT systems, including performing patch management, updates, and basic server administration.
Document and update IT service tickets with detailed resolutions and escalate unresolved issues to Level 3 experts or specialized teams.
Contribute to and maintain IT knowledge base articles and self-service wikis to enhance user self-sufficiency.
Support IT projects, such as system upgrades, migrations, or new technology rollouts.
Train and mentor Level 1 technicians, providing guidance on troubleshooting techniques and best practices.
Ensure compliance with company IT policies, security standards, and data protection protocols.
Provide new hire onboarding and offboarding service support