Sr. IT Support Engineer

TripActions is looking for a Sr. IT Support Engineer to join the TripActions IT Support Organization for our Palo Alto HQ Office.  You are a subject matter expert that drives issue resolutions and provides strong customer focus.  You will be part of a support team that provides high quality service, consistent messaging, and dynamic support. Primary responsibilities will be supporting the office, as well as providing remote support for all of TripActions users globally. 

You will be joining a company that moves at a rapid pace. Each day will be different, with tasks ranging from troubleshooting and solving user issues, as well as hands on support  for all IT supported equipment and functions. This role is primarily onsite at the Palo Alto office Monday-Friday (core business hours) based on a schedule set by your manager.

TRAVEL: Based in Palo Alto. Travel to other TripActions locations to be expected, less than 10% of the time.

What You'll Do:

• Provide daily onsite and remote IT support for our employees 
• Break/Fix support as issues are discovered and resolving issues in a timely manner
• Proactively look for opportunities to increase customer and team productivity
• Identify root cause of issues and document resolution in ticketing system
• Create knowledge articles and videos to enable our team and employees with technology best practices
• AV event support during All Hands and various departmental events 
• Drive a seamless and amazing onboarding experience for our new employees
• Asset management and inventory control
• Strive to resolve all employee support interactions on first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment
• Assist with projects as assigned 
• Bring a positive and fun spirit to the work you do each and every day 

What We're Looking For:

Minimum REQUIRED Knowledge, Skills, and Abilities:

• 5+ years experience with Mac and PC technical support 
• 5+ years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems 
• Strong knowledge of Saas based tools such as Slack, GSuite, Jamf, Intune, Okta
• 4+ years supporting AV events in corporate environments
• Experience with Zoom and Zoom phone
• Experience with high priority escalations and high-pressure situations
• Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail
• Excellent communication skills and customer service attitude
• High level of integrity and ability to work discreetly in situations where you may have access to sensitive information
• Self-starter with initiative and a high 'figure it out' factor 
• Proven desire to take ownership of tasks and projects and follow through to completion