Senior IT Support Engineer, Globality

• Bachelor’s 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

Desirable

• Globality is seeking a dynamic and solutions-oriented Senior IT Support Engineer to join our IT team
• In this role, you’ll 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
• 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