Onsite Support Engineer - Palo Alto, CA

At Slipstream IT we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.

Slipstream’s industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.

Responsibilities

1. Coordinate and deliver tiered IT Support services for the company.
2. Collaborate with peers, vendors, partners, staff, and IT leadership to effectively execute IT operational support including Service Desk and Deskside support, Executive Support, and Asset Lifecycle Management.
3. Strive to meet and exceed IT objectives, priorities, and service level agreements (SLAs) for IT Service delivery.
4. Ensure the effective execution of IT Operations including Incident, Problem, Request, Access, and Knowledge management.
5. Identify and escalate technical, process, and customer service issues to appropriate stakeholders for timely mitigation and resolution.
6. Develop and sustain a deep understanding of business operations to ensure end user requirements are fulfilled.
7. Market IT services to the end user community and strive to achieve the highest levels of customer satisfaction.
8. Facilitate the research, diagnosis, troubleshooting, and resolution of IT Service problems.
9. Coordinate IT onboarding and offboarding activity, ensuring timely, efficient, compliant, and service delivery.
10. Perform system administration and maintenance on IT platforms as trained/required (Email, Collaboration, & client management).
11. Provide documentation of the design, deployment, operation, maintenance, and usage of IT systems and processes.
12. Maintain up-to-date runbooks for core IT processes like onboarding, offboarding, incident resolution, request fulfillment, ticket administration, and others as assigned.

Education, Experience & Skills Requirements

1. 5+ years of experience in IT Services, supporting Enterprise type IT environments and solutions in an IT Service Desk position or similar role.
2. 3+ years of IT experience in similarly sized growing Biotech companies.
3. Experience with using ticketing metrics to monitor and report performance and drive change.
4. Ability to communicate sophisticated technical concepts to non-technical audiences.
5. Solid background in customer support, with a focus on solving for systemic root causes.
6. Advanced hands-on hardware and software troubleshooting skills, Windows and Mac OS operating environments.
7. Demonstrated experience with administration of IT platforms is required (Exchange, Active Directory, Office 365, Okta, Egnyte, Teams) as well as experience with provisioning new users with IT equipment.
8. Must have a strong understanding of IT Support as part of a business function.

Primary Location

1. Based out of the Palo Alto office and willing to travel once a week to the San Francisco office.
2. This role will be in-office Monday-Friday.
3. No on-call expectations.

Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.