Tier 2 IT Support Engineer

TensorWave•Las Vegas, NV

About The Position

TensorWave is seeking a Tier 2 IT Support Engineer to resolve escalated technical issues and administer the systems, devices, and applications employees need to work productively and securely. The role works with cross-functional partners to support business objectives and serves as the escalation point for employee technology support across offices, data center sites, and remote teams. It reports to the Head of IT. The engineer administers workplace systems and identity access, manages macOS and Windows devices, supports employee onboarding and offboarding, and contributes to security and compliance programs. The role also covers employee network and conferencing support, ticket management, automation, IT asset and vendor administration, and maintaining documentation.

Requirements

At least 3 years of experience in IT support or systems administration, including Tier 2 escalation support.
Hands-on administration experience with Google Workspace, Microsoft 365, or both.
Experience managing macOS devices with an MDM platform such as Jamf, Kandji/Iru, Intune, or Rippling.
Working knowledge of identity and access management, including SSO, SAML, MFA, and SCIM provisioning.
Solid networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, and firewalls.
Strong troubleshooting and communication skills, including the ability to explain technical issues clearly to non-technical users.
Ability to manage priorities effectively and work autonomously in a fast-paced, evolving environment.

Nice To Haves

Experience in a high-growth technology company, cloud provider, or data center environment.
Demonstrated success automating IT workflows with scripting or no-code tools.
Familiarity with Rippling, Slack administration, and Atlassian tools such as Jira Service Management and Confluence.
Experience supporting security compliance frameworks such as ISO 27001 or SOC 2.
Relevant certifications, such as CompTIA A+, Network+, Security+, Apple Certified Support Professional, or Google Workspace Administrator.

Responsibilities

Serve as the escalation point for Tier 1 and employee support requests, resolving complex hardware, software, access, and network issues.
Administer Google Workspace and Microsoft 365, including user lifecycle, licensing, groups, shared drives, and security settings.
Manage the macOS and Windows device fleet through MDM, including enrollment, configuration profiles, OS and application patching, and compliance enforcement.
Own onboarding and offboarding workflows with People Operations, including Rippling provisioning, account setup, and hardware deployment and recovery.
Administer identity and access across the SaaS stack, including SSO, MFA, role-based access, and periodic access reviews.
Support security and compliance programs by maintaining audit evidence, enforcing IT policies, and remediating findings.
Troubleshoot network, Wi-Fi, conferencing, and peripheral issues for employees in offices, at data center sites, and working remotely.
Manage the IT ticket queue against response and resolution targets, and communicate service incidents and required updates clearly to the company.
Automate repetitive tasks with scripting to reduce manual work and improve consistency.
Maintain IT asset inventory and software licenses, and manage vendor relationships, procurement requests, and support cases.
Create and maintain runbooks, knowledge base articles, and system documentation in Confluence.

Benefits

Stock options
100% paid medical, dental, and vision insurance for employees
Company health savings account contributions
100% paid short-term and long-term disability insurance for employees
Life and voluntary supplemental insurance options
Other insurance options, such as pet and legal insurance
Supplementary health benefits, including discounted virtual healthcare appointments and serious illness support
Flexible spending account
401(k)
Employee assistance program
Flexible PTO
Paid holidays
Parental leave
Other in-office perks