Senior IT Support Technician - 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. If you are a proactive problem-solver with a passion for technology and a proven track record in IT support, we encourage you to apply and become a pivotal part of New Relic’s innovative environment.

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.
• Technology enablement service and training.
• Provision, de-provision, user accounts & system access.
• Provide event & 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.
• Participate in a global emergency on-call rotation.

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.
• Familiarity with JAMF Pro.
• 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.
• Demonstrate ability to work both independently and as a member of a team.

Benefits

• Flexible workforce model allowing for various workplace arrangements.
• Diverse, welcoming, and inclusive environment.
• Opportunities for professional growth and development.
• Supportive team culture.
• Access to cutting-edge technology and tools.