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About the role
- Lead Helpdesk Engineer focusing on IT and security support at Tanium. Collaborate with a team to enhance employee technology experiences and troubleshoot various issues in a hybrid setting.
Responsibilities
- Serve as the escalation point for hardware, software, network, and system issues.
- Troubleshoot across endpoints, operating systems, identity and access, SaaS tools, and basic networking.
- Help build a local team of engineers focused on supporting and improving employee technology experiences globally.
- Own ticket triage standards, prioritization guidelines, and escalations paths.
- Ensure consistent troubleshooting approaches and high-quality ticket resolution against SLA.
- Maintain and improve day-to-day helpdesk workflows and queue health.
- Maintain and create knowledge base articles, identify documentation gaps, and use documentation as a primary operational tool.
- Provide technical guidance and coaching to helpdesk engineers.
- Act as local hands and eyes for supporting local engineering environments with support from global peers.
- Partner with other leaders to identify automation opportunities, conduct tool evaluations, and strategize on operational improvements.
- Communicate recurring issues, capacity constraints, and lead root cause analysis for any systemic issues.
- Participate in operations and incident reviews as well as strategic planning.
Requirements
- Minimum 5 years of relevant technical support experience, with at least 2 years as lead engineer.
- Proven problem-solving capabilities with expertise in supporting and troubleshooting both Windows and macOS environments, including common productivity and collaboration software.
- Hands-on experience with user and group management in Microsoft 365 and Active Directory environments.
- Familiarity with basic networking concepts such as DNS, DHCP, VPNs, and TCP/IP, with the ability to diagnose and resolve common connectivity and access issues.
- Experience using ticketing systems (ServiceNow preferred) to document, track, and close support requests.
- Exposure to cybersecurity fundamentals, including secure endpoint management, vulnerability management, and compliance standards.
- Practical knowledge of endpoint protection and MDM solutions, Tanium preferred.
- Experience supporting remote users, SaaS-based productivity suites, and cloud identity management platforms.
- Experience providing executive and VIP support.
Benefits
- 5 days set aside as volunteer time off (VTO)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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