Senior IT Support Engineer

MediaAlpha is a customer acquisition solutions provider powered by technology and data science. The company provides industry-leading solutions designed to reach consumers shopping within high-consideration categories such as property and casualty insurance, health insurance, life insurance, personal finance, travel, education, and more.

Role Overview

The Senior IT Support Engineer will be responsible for the day-to-day IT service management and delivery for the organization. The ideal candidate will possess strong technical expertise, be highly customer-centric, and have genuine empathy for resolving support issues.

Responsibilities

1. Provide quality and timely technical support and service for end users, serving as the first point of contact for IT support issues.
2. Diagnose, troubleshoot, and resolve a variety of inbound support requests, ranging in complexity, via service desk tickets, email, Slack, and in-person interactions.
3. Collaborate with IT vendors to resolve escalated issues efficiently.
4. Facilitate employee onboarding and offboarding, including provisioning/deprovisioning accounts, computer procurement, logistics, decommissioning, and user training.
5. Administer core IT systems and ensure their smooth operation.
6. Accurately manage hardware and software assets using ITAM software.
7. Update IT knowledge base for self-service and internal documentation.
8. Develop and implement automations and workflows using REST APIs and webhooks to streamline IT processes.
9. Ensure compliance with IT service level commitments, corporate policies, standards, and regulatory requirements (e.g., SOX, SOC2, NIST).
10. Provide feedback on common IT issues and trends that should be addressed in the organization.
11. Actively contribute to IT projects and initiatives, delivering results accurately and on time.

Requirements

1. Minimum 3+ years of IT helpdesk/service desk experience in ideally a cloud-first IT environment.
2. Proficiency in administering enterprise SaaS and collaboration tools, including SSO (Okta/OneLogin), MFA, Google Workspace, Office365, Atlassian, Zoom, and Slack; certifications a plus.
3. Advanced troubleshooting skills for desktop operating systems (macOS, Windows 11) and mobile devices (iOS/Android).
4. Experience using and configuring mobile device management (MDM) platforms like Kandji, Jamf Pro, Microsoft Intune-Endpoint Manager, and SCCM.
5. Motivated to provide the best-in-class service for customers and end users and maintain operational excellence.
6. Strong communication (written and verbal) with the ability to explain complex technical issues to nontechnical audiences.
7. Ability to work independently with a high degree of initiative to resolve issues.
8. Intellectually curious and driven to help team members; ability to ask good questions to investigate and troubleshoot technical issues thoroughly.
9. Experience managing assets/lifecycle management using an ITAM platform.
10. Experience managing conference room hardware (i.e., Zoom Room, Google Meet) and AV equipment.
11. Familiarity with networking, VLAN, AP, Firewall, switch configurations, and general network troubleshooting.
12. Experience working with REST APIs using Postman or similar tools.
13. Experience with Bash, PowerShell, and Python scripting.
14. Ability to move IT equipment weighing up to 50 pounds; responsible for shipping and receiving packages of IT equipment weighing up to 50 pounds.
15. Proven ability to thrive in a fast-paced working environment and deliver results.
16. Strong team player with a hunger for learning and making an impact.
17. Commitment to ethical practice and integrity in actions and behaviors.

We are excited to offer a competitive base pay range of $85,000 to $120,000 per year for this position, based on experience and qualifications. But that's not all - as a valued member of our team, you will also have access to an array of top-notch benefits, including:

• Annual bonus program and participation in our Restricted Stock Unit program.
• 100% Employer-paid health, dental, and vision insurance for you, your dependents, and spouse or registered domestic partner.
• 100% Employer-paid long-term disability and life insurance.
• 401(k) retirement plan with matching contributions to help you plan for your future.
• Open Paid Time Off policy with a birthday day off and 11 holidays.
• Cell Phone, Wellness, and Internet expense reimbursement, along with a subscription to the Calm App.
• 100% fully paid parental leave for team members up to 22 weeks for the primary caregiver and 12 weeks for the secondary caregiver.
• Dog-friendly offices (LA and AZ) along with a $300 pet adoption reimbursement.

Diversity, Equity, and Inclusion

MediaAlpha is committed to fostering, cultivating, and maintaining a culture of diversity, equity, and inclusion. Our philosophy and actions are built on the premise that as an employer and citizens of our communities, we can create opportunities for lasting change.

MediaAlpha will consider qualified applicants, including those with criminal histories, in a manner consistent with state and local 'Fair Chance' laws. We are also committed to providing reasonable accommodations for qualified applicants with disabilities and disabled veterans in our application process. If you need assistance or an accommodation due to a disability, please contact us at or (213) 316-6256.