Senior IT Support Technician — VIP & Site Lead

Axon; Boston (MA); On-site; USD 79,000 - 110,000; Full time

Benefits offered by this job

401k with employer match

Discretionary paid time off

Parental leave

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

Employee Resource Groups (ERGs)

Snacks in our offices

Job summary

Axon in Boston is seeking an IT Support Technician V to own the most complex tickets in the shared queue, serve as the final escalation point, and mentor L3/L4 teammates. You will anchor a regional pod, manage day‑to‑day IT operations for the site, and partner with Engineering, HR and Security to ensure smooth onboarding and ongoing reliability.

You will lead incident response for significant endpoint or infrastructure events, coordinate with vendors, and safeguard executive workflows.

Qualifications

• 5+ years of IT support or end-user computing experience, hands-on
• Strong troubleshooting across endpoints, networking, and infrastructure
• Ownership of high-complexity tickets, incident command, RCA doc & handoffs to Engineering
• Experience supporting executive/VIP users and coordinating with vendors on procurement
• Hands-on AV skills for conference rooms and events, pre-flighting technology

Responsibilities

• Location: Onsite at Boston office, Monday–Friday
• Reports to IT Support Manager
• Queue management: handle high-complexity tickets with L3/L4; monitor aging and unassigned tickets
• Escalation and incident management: final escalation point; handoffs to Engineering; incident commander for major incidents
• Executive / VIP ownership: single point of contact for C-suite execs; pre-flights for board meetings
• Site operations and pod anchor: manage daily IT ops; anchor regional pod; mentor L3/L4
• Vendor relationships: regional transactions, quotes, budget input, asset lifecycle decisions
• M&A and onboarding: assist regional M&A onboarding with HR and Security; track SLA/completion

Skills

5+ yrs IT support

End-user computing

Ownership of high‑complexity tickets

AV setup & preflight for meetings

Mentorship of L3/L4

Tools

ServiceNow

Okta

Slack/Zoom

Google Workspace

Tanium/JAMF/Intune

Job description

Axon in Boston is seeking an IT Support Technician V to own the most complex tickets in the shared queue, serve as the final escalation point, and mentor L3/L4 teammates. You will anchor a regional pod, manage day‑to‑day IT operations for the site, and partner with Engineering, HR and Security to ensure smooth onboarding and ongoing reliability.

You will lead incident response for significant endpoint or infrastructure events, coordinate with vendors, and safeguard executive workflows.