Senior It Support Engineer Ii, Bilingual (Xico)

Responsibilities

• Collaborate with Tier One and Tier Two support as a point of escalation for complex technical issues, demonstrating a deep understanding of IT systems, networks, and infrastructure.
• Provide expert technical support for Okta, Google Workspace, Slack Enterprise Grid, Jamf, Intune, and the Atlassian Suite.
• Analyze and identify root causes of recurring issues, implementing long‑term solutions to improve system reliability.
• Provide direct white‑glove support to executives.
• Design, implement, and maintain AV solutions for conference rooms, meeting spaces, and all‑hands venues.
• Collaborate with cross‑functional teams to lead and manage all‑hands meetings, ensuring smooth execution of technical aspects such as live streaming, audio quality, and video presentations.
• Provide on‑site support during critical events, troubleshooting issues in real‑time to minimize disruptions.
• Administer and configure Jira to meet the organization’s specific needs, ensuring optimal performance and user experience.
• Collaborate with development and project teams to customize Jira workflows and enhance overall project management efficiency.
• Manage and resolve IT support tickets for US, CAN, MX, and EU employees, ensuring timely and effective resolution and maintaining detailed documentation for tracking and reporting.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent experience.
• Proven experience in a Tier Three IT support role, with a focus on AV systems and all‑hands meeting management.
• Strong expertise in Jira administration, including customization, workflow management, and user support.
• In‑depth knowledge of audio‑visual technologies, including video conferencing systems, sound systems, and display technologies.
• Excellent troubleshooting skills and the ability to analyze complex technical issues efficiently.
• Strong interpersonal and communication skills, with the ability to collaborate effectively with cross‑functional teams and stakeholders.
• Relevant certifications in IT support, AV technology, or Jira administration are a plus.
• Proficiency in scripting in one or more languages (Bash, Python, Ruby, etc.) is a plus.
• Expert knowledge of Okta, Google Workspace, Slack Enterprise Grid, Jamf, Intune and the Atlassian Suite.
• Authorization to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.

We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities, and perspectives.

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