Senior IT Support Engineer - Remote

Overview

New Relic is seeking a highly skilled Senior IT Support Technician to join our dynamic team. The ideal candidate will possess exceptional leadership abilities, a high level of technical expertise, and excellent English communication skills. You will be responsible for troubleshooting complex technical issues, mentoring team members, and implementing IT solutions that enhance efficiency and performance.

In Short

• Provide front-end and back-end support in a primarily Mac environment.
• Respond to internal support inquiries in person, via Slack, email, or phone calls.
• Configure and setup IT hardware, including laptops, printers, and peripherals.
• Provide event and meeting support via Zoom.
• Install, configure, and troubleshoot software packages.
• Ensure accurate inventory of hardware assets.
• Maintain a high level of service and support using JSM ticketing system.
• Collaborate with external partners like Security and Facilities.
• Participate in a global emergency on-call rotation.
• Mentor team members and implement IT solutions.

Requirements

• 5+ years of experience supporting Mac hardware.
• Deep expertise with SaaS applications (e.g., Google Workspace, Okta, Zoom, Slack, JSM).
• Familiarity with generative copilot platforms (Moveworks).
• Network knowledge and troubleshooting.
• Strong soft skills (e.g., critical thinking, creative problem solving, leadership).
• Demonstrate empathy and a desire to provide a first-class end-user experience.
• Exhibit passion and motivation for new technology and learning.
• Ability to work independently and as a team member.

Benefits

• Flexible workforce model allowing for office-based, remote, or hybrid work.
• Inclusive and diverse work environment.
• Opportunity to work with a global team.
• Professional development and training opportunities.
• Passion for technology and innovation.