Headway IT Engineer owning escalation support and technical domain of networking and conference room AV across three offices. Resolve escalated tickets and identify systemic patterns for permanent solutions.
Responsibilities
This is a role for someone who wants to be the person teammates escalate to and who wants to own a technical domain while doing it. About half your time is the escalation end of our support queue: the tickets the service desk hands up, which you resolve or triage yourself, plus the systemic patterns underneath them that are worth fixing for good. The rest is your own domain — the network and conference room AV across our three offices. That means owning the network health standard IT reports on company-wide, from proactive alerting to internet failover with no single point of failure, and owning the technology side of office-related projects from design through cutover. You'll move between people and systems all week, and the best version of this job turns what you learn helping people into the automation, monitoring, and runbooks that mean fewer people need help at all.
You'll love this role if you want to:
Own the escalation end of the support queue, taking what's escalated from the service desk to resolve or triage, and identifying systemic patterns for the IT Engineering team to design permanent solutions for.
Own a technical domain of your own: networking and conference room AV across three offices.
Own the metric, not just the tickets. The office network health standard IT reports company-wide is yours: proactive alerting in every office, internet failover with no single point of failure, and network hygiene held at zero aging issues.
Do work people feel. A meeting that starts on time, WiFi nobody has to think about — invisible when it's right, and impossible to miss when it isn't.
Split your time between people and systems. You'll help Headwegians directly, then turn what you learn from them into the automation, monitoring, and documentation that means fewer of them need help.
Use automation on real workflows rather than as a side project, and help decide how a team in a regulated environment does that safely.
Grow with a function that's scaling. IT Operations is expanding as Headway does, and the standards you set now are the ones the team will run on.
You'll be a good fit if you:
Have 3+ years of experience in IT at a distributed company, with a track record of resolving complex issues independently and being the person teammates escalate to.
Are comfortable carrying an escalation rotation, including occasional after-hours or event-day support for All Hands and office moves.
Qualification
Identity and accessCollaborationService managementConference room AVEndpointsAutomation and AI
Preferred
*Must be based within commuting distance to New York City and able to work on-site two days per week, with flexibility for additional on-site support as needed, and able to travel to our other offices quarterly or as required.
Identity and access: Okta, 1Password
Collaboration: Google Workspace, Slack, Zoom
Service management: Jira Service Management
Conference room AV: Zoom Rooms, Neat
Endpoints: macOS, Windows, ChromeOS
Automation and AI: Tines, Claude, Glean
We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview.
