Senior IT Support Engineer

Nclusion, Inc.; Palo Alto (CA); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

401k with a match

Medical Insurance

Dental Insurance

Vision Insurance

Competitive compensation & equity

Flexible PTO

In-office lunch, team events & culture

Job summary

Nclusion, Inc. is looking for an IT Support Engineer to ensure every employee has the tools and support to do their best work. As the first in-person IT hire, you will partner with the remote Head of IT to run day-to-day IT operations at the Palo Alto office.

You will handle walk-up and ticketed support, onboarding/offboarding, identity and access management, device provisioning, and AV setup while supporting Google Workspace and Office 365. This role is onsite in Palo Alto, CA.

Qualifications

• 5–8 years of IT support experience, ideally at a startup.
• Strong customer service and communication skills.
• Proactive problem-solving and issue prevention track record.
• Deep technical range across IT infrastructure, IAM, Google Workspace and Office 365.
• AI-forward mindset and comfort using AI tools.

Responsibilities

• Serve as the primary point of contact for walk-up and ticketed IT support.
• Provide device provisioning, diagnostics, patching, and endpoint maintenance.
• Own onboarding/offboarding, IAM, and hardware lifecycle management.
• Troubleshoot onsite network, connectivity, and core platforms (Google Workspace, Microsoft 365).
• Set up and support onsite AV and meeting room technology.

Skills

IT support

Customer service

Troubleshooting

Communication

AI tools

Tools

Google Workspace

Microsoft 365

Okta

Mac OS

Windows

Linux

Job description

About the Role

As an IT Support Engineer, you will make sure every employee has the technology, tools, and support they need to do their best work and shape how we deliver financial services to underserved markets. You'll be Nclusion's first in-person IT hire, serving as the on-site extension of our remote Head of IT and partnering with our in-market IT teams. You'll keep employees productive day to day, owning everything from walk-up troubleshooting to identity, access, and core IT operations. You'll also help shape how IT operations run at Nclusion today, and build the systems that support us as we keep growing.

This role is onsite at our Palo Alto, CA office.

What You’ll Do

• Serve as the primary point of contact for walk-up and ticketed IT support. Gather context, troubleshoot hardware, software, and connectivity issues across Mac, Windows, and Linux, resolve issues where possible, and coordinate with other IT teams when deeper expertise is needed.
• Provide hands-on support for device provisioning, hardware diagnostics, patching, and endpoint maintenance.
• Own day-to-day employee onboarding and offboarding, identity and access management, and hardware lifecycle management, working closely with teams across the company.
• Troubleshoot onsite network, connectivity, and hardware issues, and administer core platforms including Google Workspace and Microsoft 365.
• Set up, troubleshoot, and support onsite AV and meeting room technology.

What You Bring to the Table

• 5 - 8 years of IT support experience, ideally at a startup.
• Strong customer service and communication skills. You can explain technical issues clearly and patiently to employees who walk up needing help, often mid-troubleshoot.
• A track record of proactive problem-solving, catching and resolving issues before they become bigger problems.
• Deep technical range across IT infrastructure, business applications, and endpoint management on Linux, Windows, and Mac, along with identity and access management, Google Workspace, and Office 365.
• An AI-forward mindset. You use AI tools to work faster and smarter, and bring that instinct to how you support the team.
• Nice to have: Okta experience.

Benefits and Perks

• 401k with a match!
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Competitive compensation & equity – We believe in sharing success.
• Flexible PTO – We focus on impact, not tracking vacation days. We encourage a minimum of 14 days.
• In-office lunch, team events & culture

Compensation

The base pay range for this role is $140,000 – $180,000 per year.