Sr. IT Support Engineer

Role Summary:

Globality is seeking a dynamic and solutions-oriented Senior IT Support Engineer to join our IT team. In this role youll be a trusted partner to both technical and non-technical teams expertly managing escalations and resolving complex IT challenges with creativity and precision. Your proactive approach will help ensure our technology environment remains seamless and efficient.

This position is based in our Palo Alto office and requires onsite presence four days per week.

What you will be doing:

• Provide hands-on support and resolve tickets escalated through our service desk system
• Troubleshoot networking issues including DHCP DNS VLANs and routing
• Manage SLAs prioritize queues handle escalations and ensure timely resolution
• Communicate effectively with business users translating technical issues into clear explanations
• Administer and support cloud-based platforms and services (Office 365 Azure AWS Active Directory Slack Okta)
• Perform hardware networking and cybersecurity-related support tasks
• Own incidents tasks and projects end-to-end; use initiative to drive solutions
• Follow documented processes and procedures; identify and implement improvements
• Balance time priorities and communication across multiple stakeholders

What we are looking for:

• Bachelors degree in computer science/IT or related field
• Minimum 5 years working in an IT engineering or support role
• Solid troubleshooting skills in networking (DHCP DNS VLANs routing)
• Experience managing ticket queues SLAs and escalations
• Hands-on familiarity with service desk and remote support tools
• Strong analytical and problem-solving skills
• Excellent written verbal and interpersonal communication
• Proficiency with cloud tech platforms (Office 365 Azure AWS Active Directory Slack Okta)
• Working knowledge of computer hardware networking cybersecurity
• Demonstrated ownership: initiative accountability drive
• Strong time management prioritization and communication

Preferred Skills:

• ITIL 4 accreditation or experience working with ITIL 4 best practices
• Scripting with PowerShell or Bash
• Experience administering cloud platforms (AWS Azure GCP)
• Experience with asset management and CMDB systems
• Deep knowledge of Azure/AWS networking IAM VMs Kubernetes
• Experience with SSO systems SCIM provisioning or Okta workflows
• Experience managing mobile device / endpoint platforms (Jamf ManageEngine MS Endpoint Manager)

The anticipated annual base salary range for this position is $90000 - $150000. Actual compensation may vary based on factors such as experience skills and location. This information is provided in accordance with the California Equal Pay Act. We are an equal opportunity employer and participate in the E-Verify program. We are committed to building a diverse and inclusive workplace and do not discriminate on the basis of race color gender sexual orientation gender identity religion national origin age disability or any other protected status.