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Endpoint Engineer

Seattle, WA · Information Technology

Your Day to Day

  • Acts as the primary technical contact for their office or region for both internal and external parties
  • Accepts escalations from the local IT Team or from users related to technical issues
  • Responsible for scheduling technical resources and availability for office events or off hours IT needs
  • Ensures team performance according to our job role baselines and providing technicians with regular feedback.
  • Owns the recruiting, on-boarding and off-boarding of local IT Support staff. This includes conducting bi-annual reviews, merit, promotion and disciplinary discussions
  • Maintains adequate IT inventory for their location including new hire equipment and onsite availability of emergency computer stock and convenience items like cables, adapters and accessories
  • Monitors and maintains IT Endpoint equipment in their region such as conference rooms, scheduling tools, digital signage and presentation equipment
  • Act as a technical escalation point or find appropriate resources to provide an escalation point for the local team as needed
  • Acts as primary POC for internal policy and process improvements impacting their site or region
  • Monitors the incoming unassigned ticket queue with all incident tickets assigned within 6 business hours

Basic Qualifications

  • Thorough understanding of using core IT systems (Service Now, JAMF, Ivanti, BeyondTrust, Zoom, Okta, 0365, Active Directory)
  • Positive desk-side manner and interactions with users
  • Escalates tickets and issues appropriately (complete info documented, to the right people, before the problem grows)
  • Maintains SLA’s for tickets in their queue meeting 70% or better adherence
  • Actively studying using tools like Pluralsight or other certification tracks
  • Consistently works in a way that is in line with our audit and infosec policies that does not result in the creation of any new audit operational findings
  • Experience mentoring junior members of the team
  • Experience presenting and interacting with executives

Preferred Qualifications

  • Bachelor's Degree
  • Scripting knowledge for Mac or Windows
  • Experience supporting conferencing, scheduling and collaboration tools
  • Proven ability to build things that scale
  • Demonstrates pride and ownership in their work

 

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