IT Support Engineer - NYC

As an IT Support Engineer at Verkada, your responsibilities will include troubleshooting a wide array of IT-related issues, administering various SaaS applications, ordering IT equipment, managing vendor relations, and providing exceptional support to both on-site and remote employees. You'll also analyze processes to suggest improvements, ensuring everyone has the tech they need to excel in their roles.

To be considered for the IT Support Engineer role at Verkada, candidates should possess a technical background, experience in customer support or IT administration, and a comprehensive understanding of IT operations within a high-growth startup. Familiarity with macOS, Windows, Linux, and various SaaS management tools is essential, alongside a strong customer service mindset.

Essential skills for the IT Support Engineer role at Verkada include excellent communication abilities, teamwork proficiency, troubleshooting expertise, and a strong knowledge of networking concepts. Capabilities in administering G-Suite, managing AV hardware, and familiarity with various technologies like Zoom, Okta, and Salesforce will also be beneficial.

Verkada is dedicated to employee growth and offers a professional development stipend for IT Support Engineers. This ensures that you can attend relevant training sessions, workshops, or conferences that will enhance your skills and help you keep abreast of current industry trends, ultimately benefiting both you and the company.

The IT Support Engineer role at Verkada provides a flexible work schedule. While you'll often focus on typical working hours, the fast-paced environment of a growing startup sometimes requires early mornings, late nights, and the flexibility to address tech issues as they arise, ensuring a responsive and supportive atmosphere for colleagues.

Being systematic is key. I usually start by gathering as much information as possible about the issue at hand, then I replicate the problem if possible. This helps me understand it better. Following that, I assess the resources we have — including documentation and knowledge bases — to identify potential solutions. Communication is crucial, so I keep the affected team members informed throughout the process.

I prioritize requests based on urgency and business impact. If an issue affects a large number of users or critical operations, I address it first. I also maintain open communication with requesters to manage expectations and keep them informed about timelines for resolution.

I am well-versed in tools like Jira for project management, and I have administered G-Suite for collaboration. Additionally, I'm familiar with Zoom and Slack for communication, as well as various network management tools. Each tool has its strengths and depending on the situation, I can leverage the best resources to streamline support.

In a previous role, I noticed a recurring issue affecting multiple employees. Rather than just fixing it each time, I took the initiative to analyze the root cause, collaborated with relevant teams, and implemented a long-term solution. As a result, not only was the issue resolved, but employees appreciated the change, enhancing their overall experience.

I make it a point to follow influential tech blogs, attend webinars, and participate in online forums where industry discussions take place. Subscribing to newsletters in the IT field also helps me gain insights into new tools and methodologies that can be beneficial for our workplace.

I have extensive experience managing various SaaS applications, including user provisioning and access control. I ensure that our application usage adheres to the company security policies and conduct regular audits to assess the costs and efficiency of the tools we use.

I remain calm under pressure, breaking the issues down to analyze which ones require immediate attention. I prioritize them based on their criticality to the business, ensuring to communicate with team members affected by the outages or issues. If necessary, I delegate tasks to optimize our response.

I have a solid understanding of key networking concepts, including switching, firewalls, VPNs, and TCP/IP protocols. I've engaged in hands-on experience with setting up and troubleshooting these components, ensuring that networks are secure and efficient.

At my last job, I noticed that the onboarding process for new employees was lengthy and cumbersome. I collaborated with HR and IT to streamline the steps, automating certain tasks, which significantly reduced the onboarding time and enhanced the new employee experience.

I consider documentation vital for smooth operational continuity, especially in an IT environment. I habitually document processes, resolutions, and systems updates in a centralized repository so that the entire team can access up-to-date information easily, ensuring that knowledge is shared and retained.