Engineer developing new medical technologies at Teleflex, improving patient health through innovation. Collaborating with teams, managing projects, and ensuring compliance with regulations.
About the role
- Senior IT Service Desk Engineer supporting ezCater's technology experience for a hybrid workforce. Triage requests, troubleshoot issues, and improve employee experience.
Responsibilities
- Triage and prioritize requests for service desk tickets ensuring that the business users have clarity and transparency into the process for resolution.
- Monitor a Tier two queue for ticket escalations and work with IT Operations to prioritize projects within Jira.
- Identify trends in client inquiries and recommend innovative solutions to better the employee experience.
- Troubleshooting network connectivity issues in our Meraki & Fortigate environment.
- Onboard and offboard employees via Okta and other internal tools.
- Assemble, install, upgrade and configure new computing resources, including hardware, software, and applications in a Mac and Windows environment.
- Monitor and make recommendations for improving department and team SLA’s.
- Ensure that workstations are proactively maintained and patched and align with ezCater security policy.
- Support on-site and remote company meetings.
- Train, mentor, and coach junior members of the IT Service Desk on department policies and procedures.
- Lead and participate in projects within IT and across the organization.
- Conduct day one new hire training of ezCater employees.
Requirements
- A passion for solving technical problems and a desire to help others.
- A friendly and outgoing personality.
- An ability to conceptualize and implement new solutions that improve the experience of our employees and the IT team members that support them.
- An ability to own the resolution of reported issues through to completion.
- Strong attention to detail.
- Experience in providing support for an endpoint fleet of Mac & Windows via JAMF & NinjaOne.
- Supported Google Apps (Google Workspace) environment.
- Supported modern enterprise SaaS platforms (Slack, Okta, Google, Zoom, O365, etc.)
- Experience administering Atlassian products (JIRA/Confluence)
- Working knowledge of Zoom Room Video Conferencing.
- Flexibility in working hours generally from 9am-5:30pm local time and part of an off hours on-call rotation.
- Ability to work from the Boston office 1-3 days per week.
- Able to lift/move desktops & monitors.
Benefits
- Market competitive salary
- Stock options that you’ll help make worth a lot
- 12 paid holidays
- Flexible PTO
- 401K with ezCater match
- Health/dental/FSA
- Long-term disability insurance
- Mental health and family planning resources
- Remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office
- A tremendous amount of responsibility and autonomy
- Wicked awesome co-workers
- Relish (and many more goodies) when you’re in our office
- Knowing that you helped transform the food for work space
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