Senior IT Support Engineer

About this role

📋 Description Own complex, ambiguous, or sensitive employee technology issues through resolution, coordinating Participate in a regular support queue rotation while maintaining dedicated time for service Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and Improve onboarding, access, device, and software support workflows. Identify recurring support problems and create durable improvements to the process, workflow, or Establish baselines and measure the impact of support improvements, including resolution quality 🎯 Requirements Bring 5+ years of experience in internal information technology (IT) support, workplace technology Troubleshoot complex issues across identity and access, devices, software, software as a service Use ticketing systems, knowledge bases, service catalogs, and support workflows to manage and Build or improve workflow automations using tools such as Console, Workato, Tines, or similar Apply AI tools to investigate issues, create knowledge, improve support, or automate routine work Use support metrics such as resolution quality, time to resolution, repeat demand, self-service 🎁 Benefits Health and wellbeing: Maternity and parental leave top-up programs, Competitive health benefits Growth and future: RSU program for most employees, Retirement matching program, Free 1Password Community: Paid volunteer days, Peer-to-peer recognition through Bonusly, Remote-first work

Source listing: empllo_remote