Hybrid NYC IT Engineer: Network, AV & Automation

Headway.co; New York (NY); On-site; USD 100,000 - 140,000; Full time

Job summary

Headway, a leading mental healthcare platform, seeks an IT Engineer to own the escalation end of the service desk and to manage networking and conference room AV across three NYC offices. You’ll design proactive monitoring, runbooks, and automation to improve reliability and reduce manual toil.

You will collaborate with Workplace Experience, Security, and Employee Experience to ship office technology changes safely, including on-site support two days weekly near NYC.

Qualifications

• Have 3+ years of IT experience at a distributed company, with a track record of resolving complex issues independently and being the person teammates escape to.
• Are comfortable carrying an escalation rotation, including occasional after-hours or event-day support for All Hands and office moves.
• Have fluency in a cloud-managed network stack — Meraki or equivalent — including wireless, VLANs, access points, and multi-ISP failover, with opinions about how to design for resilience.
• Want to deepen domain ownership of conference room AV at scale, ideally Zoom Rooms and Neat, including support for large hybrid all-hands, office relocations, and expansions.
• Have hands-on administration experience across several of the following: Okta, Google Workspace, Zoom, Slack, Jira Service Management, and 1Password, plus a strong understanding of macOS, Windows, and ChromeOS.

Responsibilities

• Own the escalation end of the support queue, resolving or triaging escalated tickets and identifying systemic patterns for permanent solutions.
• Own a technical domain of your own: networking and conference room AV across three offices.
• Own the metric, not just the tickets: proactive network health reporting, internet failover with no single point of failure, and zero aging issues.
• Do work people feel: ensure reliable, fast Wi-Fi and on-time meetings.
• Split time between helping people and systems; translate learnings into automation, monitoring, and runbooks.
• Use automation on real workflows and help shape how a team in a regulated environment does so safely.
• Grow with IT Operations as Headway scales and set standards for the team.

Skills

3+ years IT experience

Distributed company experience

Cloud-managed network

Office AV management

Automation and runbooks

Tools

Meraki

Zoom Rooms

Neat

Okta

Google Workspace

Zoom

Slack

Jira Service Management

1Password

macOS

Windows

ChromeOS

Job description

Headway, a leading mental healthcare platform, seeks an IT Engineer to own the escalation end of the service desk and to manage networking and conference room AV across three NYC offices. You’ll design proactive monitoring, runbooks, and automation to improve reliability and reduce manual toil.

You will collaborate with Workplace Experience, Security, and Employee Experience to ship office technology changes safely, including on-site support two days weekly near NYC.