IT Support Engineer

ovt; Santa Clara (CA); On-site; USD 110,000 - 135,000; Full time

Job summary

ovt is looking for an IT Support Engineer to provide expert technical assistance and problem resolution. The role requires extensive knowledge of Windows and Linux environments, VMware, Citrix VDI, and storage systems.

You will handle L1/L2 requests, escalate when needed, and contribute to deployment, documentation, and continuous improvement. Ideal candidates have 8+ years in enterprise IT, strong English communication, and the ability to multi-task in a dynamic setting.

Qualifications

• 8+ years of experience in IT support, systems administration, or IT engineering in enterprise environments.
• Excellent knowledge of Windows operating systems.
• Experience with Windows and Linux mixed environments.
• Experience with Jira Software and Confluence.
• Experience with virtualization technologies (VMware, Citrix) and storage concepts.
• Experience in security incident investigations and remediation.
• Strong communication and teamwork in fast-paced settings.

Responsibilities

• Responds to requests for technical assistance.
• Diagnoses and resolves hardware and software issues.
• Researches questions using available information resources.
• Acts as escalation resource for helpdesk support.
• Follow standard support procedures and document solutions.
• Logs all system changes and support interactions.
• Assist with infrastructure deployment for new applications and post-deployment support.
• Create user and staff documentation; update knowledge bases.
• Evaluate new technologies for integration into the computing environment.

Skills

Customer service

Troubleshooting

Documentation

Communication

Team collaboration

Multi-tasking

Education

BS in Computer Science

Tools

Jira

Confluence

Windows Server

Linux

VMware

Citrix Netscaler

PowerShell

Job description

Overview :

The IT Support Engineer provides support to employees experiencing technical problems and performs troubleshooting, problem diagnosis, resolution, and escalations. In-depth knowledge and hands-on experience with system and server administration and virtualization experiences are required. Area of expertise for this position includes Microsoft technologies, VMware virtualization, Citrix VDI, Linux and storage. Prior experience supporting L1 and L2 requests in IT would be helpful for this position.

Job Responsibilities :

• Responds to requests for technical assistance.
• Diagnoses and resolves technical hardware and software issues where applicable.
• Research questions using available information resources.
• Acts as an escalation resource for helpdesk support and advises on appropriate solutions.
• Follows standard support procedures, provides troubleshooting guidelines, and assists with issue analysis and resolution.
• Logs all system/infrastructure change and support interactions.
• Assist with infrastructure and service deployment for new applications, including configuration, validation, and post-deployment support.
• Creates documents for users, staff, consulting personnel, and developers.
• Compares, evaluates, and assists in implementation and integration of new technologies into the computing environment.
• Administers and performs assessment of standard software.

Job Requirements :

• Approximately 8+ years of experience in IT support, systems administration, or IT engineering, with experience handling increasingly complex technical issues in enterprise environments.
• Excellent knowledge of Windows Operating systems.
• Knowledge of Active Directory (AD) & Domain Controller Administration including DNS and GPO management in a multi-site environment.
• Experience with building and administering Windows servers and accompanying infrastructure, maintaining capacity and performance in enterprise environment.
• Candidates must possess experience with both Windows and Linux mixed environments.
• Experience supporting security incident investigations and remediation efforts, and escalating incidents according to established security policies.
• Ability to multi-task in a dynamic environment with changing priorities.
• Understanding of NAS\SAN Storage, Replication, load balancing, and LAN\WAN Technologies.
• Work with vendors and perform upgrade/installation related activities, analysis and troubleshooting issues to provide resolution and execute on any new enhancement as required by business.
• Experience and knowledge administering workflows and issue schemes in Jira Software and Confluence.
• Experience with Infrastructure - virtual environment, VDi, Citrix Netscalar, Backup& Restore, disaster recovery and business continuity, is a PLUS.
• Experience with automation scripting, such as Windows server Powershell, MS Exchange Cmdlets, Windows Server 2016, 2019, and 2022, is a PLUS.
• Strong customer service skills with the ability to communicate effectively are required.
• Collaborative IT professional with strong troubleshooting, research, documentation, and multitasking skills, able to work effectively with cross-functional teams and varying technical skill levels in a fast-paced environment.
• Excellent English communication skills, both written and verbal are required.
• BS in Computer Science or equivalent preferred

Annual base salary for this role in California, US is expected to be between $110,000 - $135,000. Actual pay will be determined on a number of factors such as relevant skills and experience, and the pay of employees in the similar role.