IT Support Engineer

Navan is looking for an IT Support Engineer to join the Navan IT Support Team for our Palo Alto office. This position is an on-site role where 5 days a week in the office are required. Primary responsibilities will be supporting and providing technical support to end-users in the office, as well as for all Navan users globally. You will be joining a company that moves at a rapid pace. Each day will be different, with tasks ranging from onboarding new hires to troubleshooting and solving user issues and requests, and hands-on support for all IT-supported equipment and functions.

What You'll Do:

• Desktop Support: Provide onsite and remote support for all IT-related issues through ticketing system, walkups, or remote desktop tools, to diagnose and resolve hardware and software issues
• Hardware Maintenance: Install, configure, and maintain laptops, including upgrades and replacements. Troubleshoot hardware problems and coordinate repairs with vendors when necessary
• Hardware Procurement: Assist in the selection and procurement of IT equipment. Manage inventory and asset tracking
• Software Support: Install, configure, and troubleshoot SaaS applications, operating systems, and security updates. Assist with software licensing
• User Account Management: Modify, and deactivate user accounts, email addresses, and access permissions as needed. Ensure proper access control and user authentication
• Network Connectivity: Assist users in connecting to the network, troubleshooting network issues, and configuring VPN and Wi-Fi connections
• Documentation: Maintain accurate records of support tickets/requests, resolutions, and hardware/software inventory. Create and update user guides and knowledge base articles
• IT Policies and Compliance: Enforce company IT policies and procedures, as well as compliance with relevant regulations, such as data protection and privacy laws
• Manage and lead onboarding logistics and IT training for new hires, as well as offboarding logistics for retrieving equipment
• Support local A/V Operations
• Support Company All Hands events, as well as any ad-hoc local All Hands events
• Provide white glove support to C-level executives
• Participate in an on-call rotation schedule for IT Support and monitoring/alerting activities, which involve after-office hours and weekends
• Accountability for site IT Operations and Maintenance (e.g. workstation setups, upkeep of conference rooms, managing ticket queue, network checks, etc.)
• Assist IT leadership and other IT cross-functional teams with project-level deliverables

What We're Looking For:

• Focus on the customer: As an IT Support Engineer, you are expected to be knowledgeable of customers' business and requests and use the information to drive higher levels of service and customer satisfaction. You establish and maintain strong effective relationships and partnerships with customers through trust and respect
• Communicate with Candor: Thoughtfully propose ideas to the team during working sessions and invite feedback on those ideas. You are able to make decisions using objective criteria such as data or well-reasoned pros/cons. You have a cooperative demeanor and mutual respect for others. You can maintain confidentiality when required
• 4+ years of experience in a customer-facing IT Support function
• 4+ years of experience in administration of SaaS tools (Okta, Google Workplace, Slack, Atlassian, Zoom, Jamf, Intune, Cisco Meraki, etc.)
• Strong familiarity with macOS, Windows, iOS, and Android operating systems and devices
• Strong experience and knowledge of Jamf for troubleshooting Apple devices, as well as Azure/Intune for troubleshooting Windows devices
• Strong A/V & Video Conferencing setup and troubleshooting experience
• Proven ability as an IT Specialist in a fast-paced and corporate environment
• Ability to lift and carry items weighing 10-50 pounds
• Bachelor’s degree in Information Technology or any Computer-related degree is a huge plus