Senior IT Support Engineer

We help the world work smarter-and have plenty of fun while doing it.

A global SaaS leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, eSigning, identity verification, and analytics supported by a best-in-class customer success and change management team. With more than 3 million licensed users and 13,000+ business customers across 157 countries, we serve 67% of the Fortune 500.

How We Work:

We aim to create an environment where talented individuals are empowered to excel. How we collaborate, innovate, and engage with one another is important to us. Our work is driven by 5 key principles:

1. One team, One mission:
   Our collective dedication to Nitro's mission defines us. Together, we are building an environment where everyone feels like a valued part of something bigger than themselves.
2. Own it:
   We take full ownership of our actions and decisions. We empower one another to lead with confidence, creativity, and a solutions-focused mindset.
3. Accountable to our customers:
   We are dedicated to our customers and take our commitments seriously. We do what we say we are going to do.
4. Excellence in execution:
   Driven by passion and precision, we exemplify excellence in our delivery with innovative, top-quality results.
5. Be bold, fail fast, learn faster:
   We learn as we grow, dare to try, and bravely question. We are not chasing perfection but forever iterating towards it.

These guiding values shape our approach to work, fostering a culture where everyone is inspired to contribute their best.

The Role:

We're looking for an experienced Senior IT Support Engineer to join our Corporate IT team to help us work towards our mission of delivering world-class IT Infrastructure, Tools & Services to support and enhance the technology experience of Nitronauts worldwide - enabling faster, smarter, and safer work for all.

For the right individual, this position will offer a wealth of exposure to various different technologies, interesting projects, and excellent career development opportunities.

What you'll be doing:

1. Providing expert-level Systems Administration for our M365, EntraID & Intune environments.
2. Supporting our Windows and MacOS corporate users based in Nitro global offices, as well as remote users.
3. Take a lead role in IT projects, for example, migrating from a Hybrid AD environment to full-cloud.
4. Using PowerShell to automate and simplify daily tasks.
5. Take ownership of support tickets and manage them from first response to resolution, ensuring agreed SLAs are met.
6. Execute and manage the Nitro IT onboarding process, ensuring that all new Nitronauts are set up with the accounts, access, and hardware they need to hit the ground running on day 1.
7. Provide onboarding training sessions to new Nitronauts.
8. Ensure our meeting room AV tech is well-maintained and meets the needs of our users.
9. Ensure we have an up-to-date overview of all of our computer stock management and procurement to ensure we have sufficient peripherals and computer inventory.
10. Work closely with other IT staff to effectively communicate issues, project milestones, and share ideas & knowledge.
11. Ensuring our environment and endpoints are secure by using good patching procedures, vulnerability management, and endpoint protection.
12. Taking part in our compliance activities to ensure our compliance with ISO27001, SOC2, and others.

What we're looking for:

1. 5+ years' experience in Desktop/Technical Support or Systems Administration roles.
2. Self-motivated, self-starter with the ability to execute with minimal direction.
3. Strong customer service skills and attitude.
4. Strong organizational skills with the ability to track multiple issues.
5. Able to assess the urgency of incidents and prioritize tickets accordingly.
6. Independent, curious, wishing to learn.
7. Strong communication skills (verbal and written).
8. Ability to effectively document and diagram all relevant material.
9. Ability to occasionally travel to other corporate offices if required.
10. Industry Certifications from Microsoft (SC-300, SC-900 etc.), Cisco, CompTIA, ITIL are advantageous.

What we're looking for - Technical Skills:

1. Advanced knowledge of all Windows Desktop & Server operating systems.
2. Advanced knowledge of MacOS.
3. Significant Experience with device management platforms (ideally Intune & Jamf).
4. Experience using PowerShell to simplify or automate tasks.
5. Intermediate networking knowledge - able to configure a Security Appliance, switch, and Wireless AP and troubleshoot connectivity issues.
6. Experience managing Meraki networks advantageous.

Why Nitro?

Along with our regular benefits and programs (including health, dental, vision, and retirement as standard), we are also very proud to offer a few additional initiatives to future Nitronauts:

1. Flex Time Off:
   Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for. We are proud to offer Flex Time Off to be used for holidays, spending days with your family, or appointments.
2. Hybrid Work:
   Our team embraces the hybrid work model, appreciating its blend of flexibility and structure. We combine three days of in-person collaboration at our global offices in Toronto, Dublin, Antwerp, Porto, and Melbourne with the convenience of two days of remote work each week.
3. Benefits:
   Nitro provides all employees with a comprehensive benefits package that includes health insurance, dental and vision coverage, and wellness perks. We also offer pension/401k matching, along with many other country-specific benefits.

Nitro strongly encourages applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. We provide an accessible candidate experience and invite you to request any accommodations or adjustments throughout the interview process and beyond.