Senior Support Engineer

Snowflake

Develop business relationships and integrate activities with other ET departments to ensure successful implementation and support of project efforts;
Work with local department managers to analyze and resolve technical issues, and recommend solutions for changing needs;
Provide global support by managing tickets within our ET Service Management Ticketing System (ServiceNow), including knowing when to escalate priority issues;
Follow standard operating procedures and quickly redirect problems to the appropriate resources when needed;
Develop, document, and implement standard operating procedures and customer service guidelines for remote ET support, and pass them down to the Level 1 help desk;
Actively participate as a global ET member and contribute to global projects;
Provide local A/V and video collaboration (Zoom) support;
Prepare the office for new product or service releases and stay at the forefront of emerging industry practices, ensuring compliance with IT security and general controls;
Maintain local inventory accuracy and coordinate equipment;
Prepare new hire hardware for deployment;
Run weekly new hire orientation;
Troubleshoot client-side network connectivity issues.

5+ years of experience supporting information technology infrastructure;
2+ years of experience providing executive-level support;
Strong experience with Mac OS systems at the user level;
Experience with change control policies and procedures;
Experience administering small-size corporate server rooms;
Experience with the following applications: Zoom, Slack, Okta, Confluence, JIRA, and ServiceNow;
Office 365, Google Workspace, Jamf, and Active Directory administration;
Strong troubleshooting and problem-solving skills, with resiliency in the face of continual change and the ability to handle high demands;
Demonstrated ability to manage and prioritize multiple issues with minimal supervision, plus excellent organizational skills, a teamwork approach, and the ability to act independently to solve problems;
Excellent oral and written communication skills with strong interpersonal skills;
Basic ability to manage projects and an understanding of project methodology;
Ability to work a flexible schedule, including overtime and after-hours work;
An experimental, AI-native mindset: curiosity about applying emerging AI tools to simplify and improve day-to-day support workflows.