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About the Role

Navan is seeking an IT Support Engineer for their New York City office. This fast-paced, on-site role involves providing technical support to end-users globally, onboarding new hires, troubleshooting issues, and supporting IT equipment and functions.

Responsibilities

• Provide onsite and remote support for all IT-related issues through ticketing system, walkups, or remote desktop tools.
• Diagnose and resolve hardware and software issues.
• Install, configure, and maintain laptops, including upgrades and replacements.
• Troubleshoot hardware problems and coordinate repairs with vendors.
• Assist in the selection and procurement of IT equipment.
• Manage inventory and asset tracking.
• Install, configure, and troubleshoot SaaS applications, operating systems, and security updates.
• Assist with software licensing.
• Modify, and deactivate user accounts, email addresses, and access permissions.
• Ensure proper access control and user authentication.
• Assist users in connecting to the network, troubleshooting network issues, and configuring VPN and Wi-Fi connections.
• Maintain accurate records of support tickets/requests, resolutions, and hardware/software inventory.
• Create and update user guides and knowledge base articles.
• Enforce company IT policies and procedures, and compliance with relevant regulations.
• Manage and lead onboarding logistics and IT training for new hires, as well as offboarding logistics for retrieving equipment.
• Support local A/V Operations.
• Support Company All Hands events, as well as any ad-hoc local All Hands events.
• Provide white glove support to C-level executives.
• Participate in an on-call rotation schedule for IT Support and monitoring/alerting activities, which involve after-office hours and weekends.
• Accountability for site IT Operations and Maintenance (e.g. workstation setups, upkeep of conference rooms, managing ticket queue, network checks, etc.).
• Assist IT leadership and other IT cross-functional teams with project-level deliverables.

Requirements

• Focus on the customer: knowledgeable of customers' business and requests and use the information to drive higher levels of service and customer satisfaction.
• Establish and maintain strong effective relationships and partnerships with customers through trust and respect.
• Communicate with Candor: Thoughtfully propose ideas to the team during working sessions and invite feedback on those ideas.
• Able to make decisions using objective criteria such as data or well-reasoned pros/cons.
• Maintain a cooperative demeanor and mutual respect for others.
• Can maintain confidentiality when required.
• 4+ years of experience in a customer-facing IT Support function.
• 4+ years of experience in administration of SaaS tools (Okta, Google Workplace, Slack, Atlassian, Zoom, Jamf, Intune, Cisco Meraki, etc.).
• Strong familiarity with macOS, Windows, iOS, and Android operating systems and devices.
• Strong experience and knowledge of Jamf for troubleshooting Apple devices, as well as Azure/Intune for troubleshooting Windows devices.
• Strong A/V & Video Conferencing setup and troubleshooting experience.
• Proven ability as an IT Specialist in a fast-paced and corporate environment.
• Ability to lift and carry items weighing 10-50 pounds.

Skills

• macOS
• Windows
• iOS
• Android
• Jamf
• Azure
• Intune
• A/V & Video Conferencing

Location

• New York City

Work Type

• On-site
• Full-time

Experience Level

• 4+ years

Education Level

• Bachelor’s degree in Information Technology or any Computer-related degree is a huge plus

Salary/Compensations

• $54,000—$120,000 USD