Serve as the escalation point for hardware, software, network, and system issues
Troubleshoot across endpoints, operating systems, identity and access, SaaS tools, and basic networking
Help build a local team of engineers focused on supporting and improving employee technology experiences globally.
Own ticket triage standards, prioritization guidelines, and escalations paths
Ensure consistent troubleshooting approaches and high-quality ticket resolution against SLA
Maintain and improve day-to-day helpdesk workflows and queue health
Maintain and create knowledge base articles, identify documentation gaps, and use documentation as a primary operational tool
Provide technical guidance and coaching to helpdesk engineers
Act as local hands and eyes for supporting local engineering environments with support from global peers.
Partner with other leaders to identify automation opportunities, conduct tool evaluations, and strategize on operational improvements
Communicate recurring issues, capacity constraints, and lead root cause analysis for any systemic issues
Participate in operations and incident reviews as well as strategic planning

Minimum 5 years of relevant technical support experience, with at least 2 years as lead engineer
Proven problem-solving capabilities with expertise in supporting and troubleshooting both Windows and macOS environments, including common productivity and collaboration software.
Hands-on experience with user and group management in Microsoft 365 and Active Directory environments.
Familiarity with basic networking concepts such as DNS, DHCP, VPNs, and TCP/IP, with the ability to diagnose and resolve common connectivity and access issues.
Experience using ticketing systems (ServiceNow preferred) to document, track, and close support requests.
Exposure to cybersecurity fundamentals, including secure endpoint management, vulnerability management, and compliance standards.
Practical knowledge of endpoint protection and MDM solutions, Tanium preferred
Experience supporting remote users, SaaS-based productivity suites, and cloud identity management platforms.
Experience providing executive and VIP support.

5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.

Lead Helpdesk Engineer

Key skills