IT Support Engineer - Helpdesk

EOS
San Francisco, CA

Who this role is best for

Strong fit for technical support professionals who manage hybrid meeting environments and support enterprise IT systems.

Best fit for

  • Candidates with 3+ years in IT support and experience managing hybrid meetings
    — “3+ years experience working in an IT Support role”
  • Individuals skilled in AV equipment and event tech setup across physical spaces
    — “Set up and tear down conference room tech for meetings or events”
  • Professionals comfortable with enterprise SaaS tools like Okta and Google Workspace
    — “Administer and support core SaaS tools including Okta, Google Workspace and Slack”

Things to consider

  • The role requires physical work involving lifting and setting up event spaces
    — “Comfortable with physical work: lifting equipment, running cable, setting up and breaking down event spaces”
  • Candidates must meet Service Level Agreements with strong customer service orientation
    — “Manage the full employee device lifecycle such as provisioning, deployment, offboarding, and e-waste”

How to stand out

  • Highlight experience with AV systems and event tech in your resume and interview responses
    — “Perform regular checks and basic troubleshooting of AV equipment”
  • Demonstrate your ability to manage ticket queues and meet SLAs effectively
    — “Manage our ticket queue to ensure Service Level Agreements are met”
  • Emphasize your background in Google Workspace administration and SaaS tools
    — “Experience with Google Workspace Administration”
Pace · Fast PacedCollaboration · MediumAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • Provide hands-on support for client hardware and software
  • Manage and maintain Windows and Mac devices
  • Support hybrid meeting environments
Typical background
3+ years experience in IT SupportExperience with Google Workspace Administration

Skills & requirements

Required

IT SupportWindowsMacGoogle Workspace AdministrationSecurity StandardsNetworking ConceptsServicenow

Preferred

Comptia A+ITILAV CertificationsNetworking Certifications

Stack & domain

WindowsMacGoogle Workspace AdministrationSecurity StandardsNetworking ConceptsDNSDHCPEmailHTTPSSLOSI ModelTcp/ip Protocols And ApplicationsServicenowOktaSlackAV EquipmentAsset Tracking SystemsRunbooksSopsInterpersonal And Communication SkillsCustomer Service OrientationAbility To Manage User ExpectationsAbility To Deliver Timely SupportAbility To Work IndependentlyAbility To Manage Competing PrioritiesAbility To Lift EquipmentAbility To Run CableAbility To Set Up And Break Down Event SpacesComptia A+ CertificationAdvanced Windows, Macos Administration Skills/certificationITIL CertificationQ-sys Level 1+CTSCts-iCts-dCCNACWNAIT SupportCollaboration And Business IT SupportMulti-domain ArchitectureCustomer SatisfactionSuperior Quality Of ServiceDistributed TeamGlobal SimplicityTrusted TransparencyCore Saas ToolsVideo Conferencing Platforms

About the role

Original posting from EOS

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO: As an IT Support Engineer, you will provide hands-on support for client hardware and software on Windows and Mac, and support meetings and events across our offices. We're looking for someone who is technical, resourceful, and comfortable working in a distributed team whilecommunicating with a variety of users. You will report to the Sr. Manager, IT & AV Services.

KEY RESPONSIBILITIES:

Provide onsite and remote technical support across hardware,software, and account access requests via Slack, walk-ups, and ServiceNow tickets

Support hybrid meeting environments across conference rooms and event spaces,ensuring seamless experiences for both in-person and remote participants

Manage, maintain, and troubleshoot Windows, Mac, and mobile devices, along with general site equipment

Manage our ticket queue to ensure Service Level Agreements are met with excellent customer support etiquette

Manage the full employee device lifecycle such as provisioning, deployment, offboarding,and e-waste for Windows, Mac, and mobile devices

Assist with user onboarding and offboarding processes

Administer and support core SaaS tools including Okta, Google Workspace and Slack

Follow documented processes and standard operating procedures (SOPs) for all supporttasks

Use asset tracking systems to manage device records, check-ins/outs, and stock levels

Perform regular checks and basic troubleshooting of AV equipment (displays,microphones, cameras).

Set up and tear down conference room tech for meetings or events

Create and maintain documentation including runbooks and SOPs in our knowledge base

ESSENTIAL CRITERIA:

3+ years experience working in an IT Support role

Broad knowledge of macOS and Windows devices in an enterprise environment, with the ability to perform advanced troubleshooting

Experience with Google Workspace Administration

An understanding and awareness of Security standards

Ability to work independently, manage competing prioritie

Have an understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications

Excellent interpersonal and communication skills

Strong customer service orientation with proven ability to manage user expectations and deliver timely support

Familiarity with video conferencing platforms: Google Meet, Zoom, Microsoft Teams

Comfortable with physical work: lifting equipment, running cable, setting up and breaking down event spaces

DESIRABLE CRITERIA:

Comptia A+ Certification

Advanced Windows, macOS administration skills/certification

ITIL Certification

Certifications in AV (Q-sys Level 1+, CTS, CTS-I, CTS-D) and/or Networking (e.g., CCNA,

CWNA)

Experience with ServiceNow or similar ITSM platforms

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor. 

#LI-GM1

#LI-Onsite

#INDNAMER

Pay Range$36.06—$38.46 USD

Source: EOS careers

Similar roles

More roles at EOS