IT Support Engineer

About the role

You will join a pioneering AI organization dedicated to solving intricate business challenges through secure and intelligent solutions. In this capacity, you will act as the primary technical ally for DeepL employees based in Austin, Texas. You will also extend your support remotely to colleagues distributed across international teams. A core part of your ownership involves guaranteeing that every team member has the optimal technology to execute their responsibilities without friction. You will proactively identify potential issues before they escalate into disruptive incidents. Furthermore, you will safeguard the integrity and security of our technological infrastructure on a daily basis. Your work will directly influence the productivity and satisfaction of our global workforce. Ultimately, you will help cultivate a resilient and technologically advanced environment where innovation can thrive.

Key facts

What you'll do

Provide advanced technical support for a diverse user base located in Austin and worldwide.

Diagnose and resolve complex hardware malfunctions for desktops, laptops, and peripheral devices.

Troubleshoot intricate network connectivity issues to maintain seamless internal and external communications.

Manage the complete lifecycle of mobile devices using JAMF and Intune platforms.

Deploy and configure operating systems including Windows, macOS, and Linux for various user requirements.

Monitor and maintain endpoint security protocols to protect against evolving cyber threats.

Utilize ticketing systems to document, track, and resolve all support interactions with precision.

Apply deep knowledge of ITIL frameworks to standardize and improve service delivery processes.

Perform vendor management tasks to coordinate repairs, replacements, and procurement of IT assets.

Conduct proactive inventory audits to ensure accurate records of all technological assets.

Implement automation scripts to simplify repetitive support tasks and increase operational efficiency.

Deliver exceptional user training and guidance to promote self-sufficiency among internal customers.

Coordinate with international teams to resolve issues that span multiple time zones and operational windows.

Optimize the performance of Zoom conferencing infrastructure to support critical business communications.

Requirements

Possess a minimum of 5 years of hands-on experience in IT Support or IT Operations roles.

Hold a university degree in Computer Science, Information Technology, or a closely related discipline.

Demonstrate comprehensive proficiency in using Windows operating systems.

Demonstrate comprehensive proficiency in using macOS operating systems.

Demonstrate comprehensive proficiency in using Linux operating systems.

Show expertise in Mobile Device Management specifically with JAMF and Intune solutions.

Have a proven ability to independently handle first-line support requests.

Apply strong understanding of IT security best practices on a daily basis.

Apply strong understanding of network fundamentals to resolve connectivity problems.

Have substantial experience working effectively within international and multicultural teams.

Show adaptability in navigating different time zones and cultural expectations.

Maintain a current knowledge of IT security threats and phishing mitigation strategies.

Have direct experience managing relationships with external IT vendors and service providers.

Nice to have

Bring experience in managing Zoom conference systems to enhance meeting reliability.

Contribute familiarity with project management tools and established methodologies.

Apply knowledge of scripting languages to automate support processes and workflows.

Practical notes

This position operates on a hybrid schedule requiring employees to be physically present in Austin, TX, for four days each week.

All employees receive a competitive benefits package that includes 30 days of annual leave, excluding public holidays.

The compensation package is designed to reflect the diverse composition of the team.

Benefits are tailored to meet the specific needs of employees based on their location and personal circumstances.

Virtual Shares are provided to all staff members as part of their total compensation.

The company organizes regular in-person events to strengthen team cohesion and collaboration.

Monthly full-day hacking sessions are conducted to encourage innovation and problem-solving.