IT Support & Systems Engineer

About the role

IT Support & Systems Engineer at Nexus One. End-User Support & Service Desk.

What you'll do

• End-User Support & Service Desk
• Own the IT support queue: triage, prioritize, and resolve tickets in our ticketing system (Linear), and route Slack requests into a single tracked intake
• Provide Level 1/Level 2 support for macOS, Windows, Google Workspace (Gmail, Calendar, Drive, Meet), Zoom, VPN, SSO/MFA, and core SaaS applications
• Meet defined response and resolution targets, and report on support metrics (ticket volume, first response time, resolution time, user satisfaction)
• Identify recurring issues, drive them to root cause, and close the loop with affected users

What you need

• 4–7 yrs of experience
• Windows
• Ticketing tools
• Office 365
• Troubleshooting
• Networking
• Firewalls
• Any graduate

Good to have

• Bash
• PowerShell
• Python
• JIRA
• Zendesk
• IAM