IT Support Engineer, Rad AI

• Energized by solving technical problems and helping others succeed
• Detail-oriented with the ability to maintain and improve IT documentation and procedures
• A collaborative team player with strong communication skills and a desire to learn and grow in the IT field
• Motivated to build and enhance IT processes for a scaling organization
• Ability to work in a remote-first environment and work effectively through Slack and Zoom
• 4+ years of experience in IT support, helpdesk, or a similar role
• Degree in Information Technology, Computer Science, or related field, or equivalent practical experience
• Proficiency in troubleshooting hardware and software issues on both macOS and Windows
• Experience with SaaS platforms and tools such as Google Workspace, Okta, and Slack, or similar
• Basic understanding of networking principles, including end-user connectivity, WiFi, and VPNs
• Ability to participate in an on-call schedule that may include after-hours and weekend support

Desirable

• As an IT Support Engineer at Rad AI, you will be instrumental in ensuring our remote-first workforce can perform at their best by delivering exceptional IT support and maintaining the reliability of our IT systems
• You’ll also play a key role in deploying new technologies to enhance security and usability across the organization
• In addition to managing Tier I and II support tickets, you will have opportunities to engage in Tier III support and contribute to SaaS/cloud administration
• This position reports directly to the Director of IT and Security and provides a unique opportunity to work with cutting-edge technologies in an AI-driven environment
• Prepare and manage IT tasks related to onboarding and offboarding employees
• Configure and deploy laptops and peripherals for new employees
• Provide technical support to new hires during their onboarding period
• Track and maintain inventory of IT equipment, including replacements and returns
• Create and update knowledge base articles, guides, and IT process documentation
• Assist with day-to-day operations as needed to maintain smooth operations
• Assist in managing and maintaining SaaS IT platforms such as Okta, JumpCloud, and Google Workspace
• Serve as backup for the Cybersecurity team for areas of incident response, and troubleshooting using tools like Zscaler, CrowdStrike, and more
• Helpdesk Support:
• Tier I - Basic Support:
• Address account access issues, password resets, hardware troubleshooting, and basic connectivity issues
• Provide remote support via video conference
• Manage ticket triage, documentation, and resolution
• Escalate complex issues to appropriate teams when necessary
• Tier II - Advanced Support:
• Troubleshoot software and hardware issues and resolve intermediate network problems like VPN and WiFi connectivity
• Administer SaaS tools like Google Workspace and Okta
• Diagnose and resolve root cause issues impacting IT systems or tools
• Tier III - Expert Support and System Administration:
• Help the Senior IT Manager conduct system administration of our SaaS platforms
• Participate in testing and rollouts of new technology
• Occasionally collaborate with developers, vendors, or system architects to resolve critical issues involving our SaaS platforms and engineering initiatives
• Conduct root cause analysis and propose long-term solutions
• Develop Tier 0 documentation for self-service IT support