Senior IT Support Engineer

About the role

Commure seeks a Senior IT Support Engineer to lead IT services, ensuring employees have the necessary tools and assistance. This senior individual contributor will set technical standards, mentor junior staff, and guide the strategic direction of support processes. The role offers significant autonomy and a clear path to formal people management.

Key facts

What you'll do

• Serve as the primary technical escalation point and mentor for IT Support Engineers, ensuring high-quality troubleshooting.
• Coordinate with global IT operations for consistent processes and coverage.
• Contribute to hiring and onboarding new IT Services team members, providing informal coaching.
• Manage the IT Service Desk in Jira Service Management, including ticket workflows and CSAT tracking.
• Oversee employee onboarding and offboarding, covering account provisioning, hardware, and access.
• Administer core IT systems such as Okta, Google Workspace, Jamf Pro, Rippling, and 1Password.
• Develop and maintain internal documentation in Notion, including SOPs and self-help guides.
• Identify and implement automation for repetitive support tasks using tools like Zapier or JSM automations.
• Manage conference room AV systems and office technology across all locations.
• Partner with the Sr. Director of IT on strategic decisions and represent the IT Services team in company-wide discussions.

Requirements

• Five or more years of IT experience, demonstrating seniority as a top-level escalation point in IT support.
• Extensive practical experience administering Okta, Google Workspace, Jamf Pro, and Jira Service Management.
• Proven ability to create and manage process documentation from the ground up, using Notion or similar platforms.
• Experience designing automation solutions with tools like Zapier or JSM workflows.
• Capability to mentor less experienced team members and set technical benchmarks.
• Strong written and verbal communication skills, including presenting to company-wide audiences.

Nice to have

• ITIL 4 Foundation knowledge or certification.
• Experience in a high-growth or healthcare technology environment.
• Previous people management experience.

Skills & tools

• Okta
• Google Workspace
• Jamf Pro
• Jira Service Management (JSM)
• Rippling
• 1Password
• Notion
• Zapier
• Slack bots

Practical notes

All official communications will originate from @commure.com email addresses. Employees must adhere to information security policies, protecting assets and reporting any risks to the information security office.