Senior Helpdesk Engineer

Required

• 5+ years of IT support experience, including meaningful time past Tier 1. You've already handled escalations and carried at least one real project from kickoff to done, not just followed a runbook.
• A genuinely self-learning mindset: given an unfamiliar problem, you research it, form a hypothesis, and test it. You don't wait for someone to hand you the answer, and you proactively propose solutions rather than just surfacing problems.
• Real curiosity about AI and automation tooling. You don't need to have shipped a production agent or workflow yet, but you should already be experimenting, or clearly want to.
• Comfortable owning ambiguity and moving between queue work and project work without losing track of either.
• Hands-on with a modern endpoint/identity stack (JAMF, Intune, Okta, or comparable) and a modern ITSM (Freshservice, Zendesk, Jira Service Management).
• Strong macOS and Windows troubleshooting fundamentals plus working knowledge of networking (DNS, DHCP, VPN, Wi-Fi) at the endpoint level.
• Senior peer presence: comfortable driving a project without close supervision, and giving/receiving direct feedback with teammates and stakeholders.
• Clear communicator, comfortable working async with distributed teammates across the US, India, Mexico, and Spain.
• Comfortable in a Google Workspace-first environment, with working familiarity with Confluence for documentation.