Senior IT Support Engineer

Birdeye is a leading reputation, social media, and customer experience platform for local businesses. The Senior IT Support Engineer will be responsible for overseeing corporate IT systems, managing SaaS applications, and ensuring compliance and security across the organization.

Responsibilities:

• Senior IT support engineer operations with an ownership mindset: Oversee corporate IT systems, SaaS applications, and end-user services to ensure reliability, security, and compliance
• Escalation management: Act as the primary escalation point for critical IT issues, ensuring timely communication with executives and swift resolution
• SaaS and access governance: Administer core SaaS applications (Google Workspace, Zoom, Salesforce, RingCentral, Office 365, JIRA, etc.), manage access controls, and ensure compliance with security frameworks (SOC2/ISO)
• Asset lifecycle ownership: Manage procurement, inventory, provisioning, and Secure recovery of laptops and IT assets, leveraging MDM platforms (Kandji, ScaleFusion, Intune) for both Windows and Mac environments
• Proactive endpoint management: Enforce compliance, security, and monitoring across all endpoints; drive automation to minimize manual overhead
• Network and collaboration systems: Manage VPN, Wi-Fi, VoIP/telephony, and video conferencing to ensure uninterrupted productivity
• Policy & process leadership: Design, document, and enforce IT policies, SOPs, and business continuity plans; ensure adherence to ITIL practices (incident, change, and problem management)
• Compliance & security: Safeguard data and access, conduct audits, and ensure proactive alignment with internal and external compliance requirements
• Vendor & budget management: Manage IT service providers, negotiate vendor contracts, and forecast IT needs within budget constraints
• Performance metrics & dashboards: Develop and maintain KPIs and SLA dashboards to track workload, efficiency, and service delivery outcomes
• Continuous improvement: Identify process inefficiencies and compliance risks, then implement strategic solutions to improve scalability and resilience
• Team leadership & development: Mentor and coach IT staff, fostering a culture of accountability, proactive ownership, and continuous improvement
• Strategic outlook: Anticipate industry trends and evolving business needs; recommend innovative solutions that balance cost, security, and scalability

Requirements:

• 6+ years in IT operations or related fields, with a proven track record in SaaS administration, asset lifecycle management, and escalation handling in fast-paced environments
• ITIL Foundation required
• Bachelor's or Master's in Computer Science, Information Systems, or equivalent experience
• Strong hands-on experience with Google Workspace, Office 365, RingCentral, Zoom, Salesforce, JIRA
• Proven skills in identity/access management (IAM), MDM for Mac & Windows (Kandji, ScaleFusion, Intune), VPN, and endpoint security
• Practical exposure to networking fundamentals (TCP/IP, Firewalls, WiFi, VPN)
• Asset management and budgeting experience, with a focus on compliance and cost optimisation
• Ability to design, implement, and enforce IT policies and procedures aligned to ITIL best practices
• Demonstrated ability to handle executive-level escalations with clarity and confidence
• Strong sense of ownership and a proactive, problem-solving approach
• Excellent organizational, communication, and interpersonal skills; able to work independently and collaboratively
• Adaptability to thrive in high-growth, SaaS-first environments with changing business needs
• Curious, resourceful, and committed to continuous learning, innovation
• Advanced certifications (CCNA, Azure, Google Workspace, Security+) preferred