Senior IT Support Engineer

Ovii's Interpretation of the Role

The Senior IT Support Engineer leads the IT Services function, handling escalations, managing the service desk, and mentoring junior staff. The role owns tooling strategy, device lifecycle, and automation to keep employees productive in a fast‑paced healthcare‑tech environment.

Role Snapshot

• Senior escalation point for IT support
• Mentor and coach junior engineers
• Own service‑desk operations in Jira Service Management
• Administer core identity and productivity platforms
• Drive automation and process improvements
• Manage device lifecycle and AV/office technology
• Partner with IT leadership on strategy

Must-Have Requirements

• Okta
• Google Workspace
• Jamf Pro
• Rippling
• 1Password
• Jira Service Management
• Zapier
• Notion
• senior escalation point
• service‑desk ownership
• On‑site work in Mountain View, CA required

Nice-to-Have Signals

• ITIL 4 Foundation certification
• Healthcare‑tech experience
• Prior people‑management experience
• high‑growth healthcare tech
• ITIL 4 certification
• ITIL 4 Foundation
• healthcare technology

Work Setup

• Location: Mountain View, United States
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Travel
• Security clearance
• Coding test

What You'll Likely Work On

• Serve as the senior escalation point and technical mentor for the IT Support team
• Manage the IT Service Desk in Jira Service Management, including workflows, automations, and CSAT tracking
• Own onboarding/offboarding processes, hardware procurement, and device lifecycle management
• Administer core systems such as Okta, Google Workspace, Jamf Pro, Rippling, and 1Password
• Build and maintain internal documentation and SOPs in Notion
• Identify and implement automation using Zapier, JSM automations, and Slack bots
• Oversee conference‑room AV and office technology across locations
• Partner with the Sr. Director of IT and represent the IT Services team in company‑wide forums

Good Fit If You Have

• Experience in a high‑growth healthcare‑tech environment
• ITIL 4 Foundation certification (preferred)
• Prior people‑management or hiring experience (optional)
• Comfort presenting to large audiences and influencing without authority