Sr. IT Support Engineer

xAI•Austin, TX

3d•Onsite

About The Position

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

Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud services (e.g., Google Workspace, Microsoft 365) is a plus.
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