Sr. Service Desk Engineer

As the Sr. IT Engineer at Plume’s HQ, you will join a global team of information technologists who are responsible for providing excellent employee experiences through rapid response and resolution, maintaining system availability, and carefully executed consolidation and implementations to minimize disruption. The ideal candidate is someone who has a passion for technology, growth, and helping people.

The Sr. IT Engineer (HQ) will be a key member of the global IT team. S/he will be responsible for providing support to the US offices and also contributing to the global IT team objectives.

Key Responsibilities:

• Be the IT point of contact for the US offices
• Manage the inventory of assets in the US offices; Participate in physical and software audits
• Implement and manage systems, networks, and processes
• Manage local vendor relationships with support of Director of IT
• Respond, troubleshoot, and remediate IT issues expeditiously, tracking all activity in tickets

Qualifications:

• 3-5 years experience supporting diverse IT tooling in mid-sized organizations (400-1000 people)
• Familiarity with Google Workspace, LDAP, SSO, Atlassian Suite, Slack, Zoom, MDM, SaaS tools and cloud services, conference room equipment, all-hands audio/visual equipment, printers, scanners
• Expertise setting up, deploying, repairing, and maintaining Mac, PC, and *nix systems
• Experience designing networks  as well as configuring and maintaining firewalls, switches, and access points with a thorough understanding of networking fundamentals, VLANs, routing, subnet masks, WiFi (802.11x)
• Experience managing local (imaging), on-prem (servers), and cloud backup services
• Experience working with and adhering to ITIL/Service Management processes while troubleshooting help desk tickets
• Facilitate knowledge sharing and self-service by creating and maintaining detailed and comprehensive documentation and diagrams detailing our internal systems.
• Help define and fine-tune standards and processes related to IT; Can evaluate the “should” not just the “could”
• Availability for periodic after-hours maintenance windows
• A solid understanding how to apply security principles using industry best practices
• Exceptional problem solving, troubleshooting skills
• Exceptional verbal, written and presentation skills are a requirement
• Exceptional customer service skills supporting both technical and non-technical staff
• Demonstrated ability to seamlessly manage competing priorities
• Proven ability to think creatively, developing new ideas and forward-thinking solutions (open-minded, growth mindset)
• A humble, hungry, and smart team player ready to learn and execute
• Ability to lift 50 lbs. Moving and installing equipment such as switches and monitors will often be part of your responsibilities
• Travel may be required

Total Compensation package would include: anticipated compensation range of $123,000 - $145,000 + bonus + equity + benefits.  Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. Please see here for more details.

An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.

This role will be 5/days a week in our Palo Alto headquarter office.