IT Support Engineer

Key Responsibilities

• End-User Support: Serve as the on-site point of contact for IT support at HQ, and provide remote support to users during US business hours. Troubleshoot and resolve hardware, software, and access issues across laptops, peripherals, everyday business applications, and SaaS/productivity tools (e.g., Google Workspace) — handling account access and permissions per established policies and escalating to the appropriate teams when needed.
• Device & Endpoint Support: Provision, configure, and maintain employee devices (laptops and peripherals) in line with established policies and baselines. Handle repairs, replacements, and day-to-day device issues, working with the broader IT team on fleet standards.
• Onboarding & Offboarding: Handle the on-site and logistical side of onboarding and offboarding — preparing and issuing equipment, setting up accounts and access per established processes, and recovering assets when people leave.
• Conference Room & AV Support: Keep conference rooms and AV equipment working and ready for use — video conferencing, displays, and meeting-room technology — and provide hands-on support for meetings and events at HQ, including for executive and all-hands settings.
• Asset & Inventory Management: Track and maintain IT hardware inventory at HQ — assignments, stock levels, and lifecycle status — keeping records accurate and coordinating procurement or replacement needs with the IT team.
• Executive Support: Provide responsive, high-quality support to executive users, and respond quickly and calmly to urgent requests. Act as a dependable, approachable presence for time-sensitive and high-visibility needs.
• Local Remote-Hands: Act as local hands for the network and infrastructure teams when physical presence is required — most often for equipment in the office, and occasionally, on an exceptional basis, at a nearby datacenter.
• Documentation: Keep support tickets, asset records, and internal documentation accurate and up to date. Contribute to knowledge-base articles and help document HQ-specific procedures so the distributed team has clear visibility.
• Collaboration & Escalation: Work closely with the distributed IT team, follow established policies and practices, and escalate cleanly when issues fall outside your scope. Help ensure on-site needs are met and nothing falls through the cracks.
• 3+ years of experience in an IT support, desktop support, or helpdesk role.
• Hands-on experience supporting and troubleshooting end-user hardware and software — laptops, peripherals, operating systems (macOS and Windows), and common business applications.
• Experience with device provisioning and administration of SaaS/productivity platforms from an end-user support perspective (e.g., Google Workspace, Slack, Zoom).
• Familiarity with onboarding/offboarding processes — equipment setup, account provisioning, and access management following established procedures.
• Experience supporting conference rooms and AV / video-conferencing equipment.
• Comfortable with IT asset and inventory tracking and basic procurement coordination.
• Excellent communication and interpersonal skills, with the ability to support executive users and handle urgent, high-visibility requests calmly and professionally.
• A reliable, service-oriented mindset and the ability to work independently on-site while collaborating with a distributed IT team.
• Based in or near Campbell, CA, and able to work fully on-site at HQ during US business hours.
• Experience following established IT policies and practices rather than defining them, with sound judgment on when to escalate.
• Exposure to MDM/endpoint management tooling (e.g., Jamf, Intune, Kandji) is a plus.
• Basic networking knowledge (Wi-Fi, cabling, switches) and willingness to act as local remote-hands for infrastructure teams is a plus.
• Familiarity with IT ticketing systems (e.g., Jira Service Management, Zendesk) is a plus.
• Relevant certifications (e.g., CompTIA A+, Google Workspace, ITIL) are a plus.

What does Mirantis offer you?