Senior IT Support Engineer

The role requires strong experience across macOS and Windows environments, Microsoft 365, endpoint management, networking, Okta, VPN connectivity, email, PowerShell, and device provisioning. This role is ideal for an experienced IT professional who thrives in a fast-paced environment, enjoys solving complex technical problems, and understands that excellent IT support requires both strong technical skills and exceptional customer service.

Senior IT Support Engineer
Location: Milpitas, CA
Work Arrangement: Onsite, 5 days/week + off-hours on-call rotation

Position Overview
We are seeking a highly skilled and service-oriented Senior IT Support Engineer to provide white-glove technical support across executive, corporate, and lab environments.
This role is ideal for an experienced IT professional who thrives in a fast-paced environment, enjoys solving complex technical problems, and understands that excellent IT support requires both strong technical skills and exceptional customer service.

You will serve as an on-site escalation point for complex endpoint, networking, identity, email, application, and lab-related issues. The ideal candidate is comfortable troubleshooting problems methodically, communicating clearly with users, and taking ownership of issues through
resolution.
The role requires strong experience across macOS and Windows environments, Microsoft 365, endpoint management, networking, Okta, VPN connectivity, email, PowerShell, and device provisioning.

What You'll Do
Advanced Technical Support & Troubleshooting

• Provide high-touch technical support for C-suite executives and other high-priority users with professionalism, urgency, and discretion.
• Serve as the on-site escalation point for complex technical issues impacting end users, executives, corporate systems, and lab environments.
• Troubleshoot and resolve advanced issues across macOS, Windows, and basic

Linux environments.

• Diagnose endpoint, hardware, application, network, authentication, and connectivity issues using a structured troubleshooting approach.
• Troubleshoot lab workstations and connected equipment, including situations where a workstation is not receiving data from a connected scanner or other peripheral.
• Troubleshoot Ethernet connectivity issues, including ports that receive an IP address but experience intermittent or dropped data.
• Diagnose network connectivity problems for employees working from different office locations, including corporate and guest wireless networks.
• Troubleshoot VPN connectivity and routing issues that prevent users from reaching internal applications or authentication services.
• Troubleshoot identity and access issues, including users being denied access to Okta before reaching the MFA stage.
• Identify authentication, routing, DNS, VPN, group membership, permissions, and application-level issues that may prevent users from accessing internal systems.

Microsoft 365, Email & Identity

• Provide support for Microsoft 365/O365 applications and services, including Outlook, calendars, distribution lists, and user accounts.
• Use PowerShell to investigate, administer, and resolve Microsoft 365 and user support issues.
• Troubleshoot complex email delivery issues, including situations where internal and external users cannot exchange email despite both users being able to communicate with other recipients.
• Investigate email issues where users do not receive bounce-back or NDR messages.
• Resolve urgent distribution-list issues, including situations where an HR employee cannot send to a global employee distribution list from either their individual account or an HR alias.
• Support requests for new distribution lists, including lists that need to communicate with external partners.
• Diagnose permissions, group membership, mail flow, aliases, policies, and other configuration issues affecting email and distribution-list functionality.

Endpoint Management & Onboarding

• Support endpoint environments, including device provisioning, troubleshooting, configuration, and lifecycle management.
• Manage devices using Intune, Kandji/Iru, MobileIron, or similar MDM/endpoint management platforms.
• Prepare and configure laptops for new employees, ensuring devices are fully provisioned and ready for day-one use.
• Support account provisioning, application deployment, security configuration, and endpoint enrollment.
• Manage new-hire onboarding from a technical perspective and ensure employees have the equipment, access, and applications required to be productive.
• Participate in large-scale onboarding initiatives and identify ways to improve the efficiency, consistency, and reliability of the process.
• Maintain IT asset inventory, tracking, and hardware lifecycle management.

Executive, Lab & Corporate Environment Support

• Provide hands-on support for lab and production environments, including hardware setup, troubleshooting, and maintenance.
• Support conference room technology, including Zoom Rooms, displays, AV equipment, and presentation systems.
• Support company-wide meetings, executive presentations, All Hands events, and other high-visibility technical events.
• Travel to other South Bay office locations as needed.
• Maintain a professional, customer-focused presence in an environment where IT issues may be highly visible and business-critical.

What Success Looks Like
The successful candidate is someone who:

• Takes ownership of problems rather than simply routing tickets to another team.
• Can troubleshoot from the physical layer through the application and authentication layers.
• Knows how to isolate whether an issue is related to the endpoint, network, VPN, identity provider, permissions, application, or backend service.
• Can communicate technical concepts clearly to both technical and non-technical users.
• Remains calm and methodical when dealing with urgent or high-visibility issues.
• Understands the difference between resolving the immediate symptom and identifying the underlying cause.
• Is comfortable working independently while knowing when and how to escalate.
• Enjoys working directly with users and takes pride in delivering a high-quality support experience.

Required Skills & Experience

• 5+ years of IT support experience in enterprise environments.
• Strong Level 3 Help Desk/Desktop Support experience.
• Experience supporting executives, corporate users, and complex technical environments.
• Strong troubleshooting skills across macOS, Windows, and basic Linux.
• Experience with Microsoft 365/O365 administration, including Outlook, Office applications, calendars, distribution lists, and user accounts.
• Experience with Intune and/or other MDM platforms such as Kandji, Iru, MobileIron, or similar.
• Working knowledge of Okta, MFA, VPNs, networking, DNS, DHCP, Ethernet, and authentication concepts.
• Experience troubleshooting email delivery, distribution lists, aliases, permissions, and mail flow.
• Experience with PowerShell and the ability to use it for practical IT administration and troubleshooting.
• Experience preparing and deploying laptops and supporting employee onboarding.
• Strong communication, customer service, and problem-solving skills.
• Ability to work onsite 5 days per week in Palo Alto, CA.

Preferred Qualifications

• Experience supporting lab, research, manufacturing, or production environments.
• Experience with Jira or similar IT service management/ticketing platforms.
• AV and conference room support experience.
• Experience supporting Zoom Rooms and executive presentation environments.
• Experience with large-scale employee onboarding initiatives.
• Experience supporting environments with both internal and external users/partners.
• Experience with network troubleshooting beyond basic desktop support.

The Problems Youll Be Expected to Solve

• This position is not limited to password resets and basic desktop support. You should be comfortable working through scenarios such as:
• A lab workstation is connected to a scanner but is not receiving data.
• An Ethernet port receives an IP address but continuously drops data.
• A remote employee visiting another office cannot connect to either the corporate or guest network.
• A user is denied access to the Okta dashboard before reaching MFA.
• A user can connect to the VPN but cannot authenticate to or access an internal application.
• An HR employee urgently needs to send to the global employee distribution list but cannot send from either their individual account or HR alias.
• An internal and external user cannot exchange email even though both can email other recipients and neither receives a bounce-back.
• A new employee needs a distribution list that can communicate with external partners.
• A large onboarding effort requires dozens or hundreds of devices to be prepared, configured, and delivered on schedule.

You should be able to explain how you would approach these problems, what you would
check first, how you would isolate the root cause, and when you would escalate.