IT Support Engineer

About G2 - The Company

When you join G2, you’re joining the team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users.

G2 is the world's largest and most trusted software marketplace. More than 100 million people annually — including employees at all Fortune 500 companies — use G2 to make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with G2 to build their reputation and grow their business — including Salesforce, HubSpot, Zoom, and Adobe. To learn more about where you go for software, visit www.g2.com and follow us on LinkedIn.

As we continue on our growth journey, we are striving to be the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies. Does that sound exciting to you? Come join us as we try to reach our next PEAK!

About G2 - Our People 

At G2, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You’ll be part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other’s successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit we push each other to take on challenging work, which will help us all to grow and learn.

You will be part of a global, diverse team of smart, dedicated, and kind individuals - each with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and highlight the diverse identities of our global team. As an organization, we are intentional about our DEI and philanthropic work (like our G2 Gives program) because it encourages us all to be better people. 

About The Role

G2 is looking for a IT Support Engineer role has the primary responsibility for supporting the service desk ticket queue and collaborating with other departments to resolve ongoing technical challenges.This role requires strong triage skills to accurately assess and escalate complex IT issues as needed. The IT Support Engineer applies advanced troubleshooting and technical expertise to resolve issues efficiently, serves as a technical resource for the team, and provides training on complex technical topics. Working closely with the IT Service Desk Manager, they help ensure software/licenses are properly managed and the implementation of effective technical solutions.

In This Role, You Will:

• Facilitates Onboarding and Offboarding for new hires and terms in coordination with the ES and TA Teams.

• Works with vendors to coordinate HW repair and resolve escalated user software & configuration issues.

• Provides A/V support for conferences rooms and company events.

• Participates in various migrations and upgrade projects.

• Ensure all license and Hardware Inventory are maintained.

• Serves as the face of the IT Service Desk, being the point of contact for fellow G2er technology requests, HW/SW troubleshooting, and issue resolution.

• Administers the company mobile device management platform, ensuring that all devices are managed and in compliance with operating; security guidelines and standards.

• Performs and coordinates moves, adds, and changes activities for user requests, user access, and end user devices.

• Improve efficiency and enhance security by automating common IT actions across SaaS application portfolio.

• Provisions all new hardware and user accounts in alignment with Employee Success, Information Security guidelines and standards.

Minimum Qualifications:
We realize applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway. 

• 3 years of help desk experience supporting a macOS and iOS environment.

• Familiar with all of the following SAAS solutions; Bettercloud, G Suite, JAMF, Kandji, Office 365, Okta, and Zoom.

• Excellent interpersonal skills; strong written and verbal communication skills.

• Ability to think on your feet, multi-task, prioritize, and work under pressure.

• Can effectively communicate complex issues to both technical and non-technical individuals.

• Ability to be self-governing when needed.

• Technical certifications (ex. A+, Network+) - Preferred not required.

• Working knowledge of networking, LAN/WAN and WLAN.

What Can Help Your Application Stand Out:

• Identity & Access Mgmt - Okta, Google Workspace

• Workflow Automation - BetterCloud

• Asset & License Management - Kandji

• Service Desk Jira, Zendesk, ServiceNow

• MDM - Kandji

• A/V & Conferencing - Zoom Rooms, Teams Rooms

• Security & Compliance - Device Encryption, MDM Compliance

• IT Documentation - Confluence Google Docs

Our Commitment to Inclusivity and Diversity

At G2, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments here. 

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