Senior IT Support Engineer

Job Purpose

In this role, you will own the end‑to‑end delivery of IT support operations and lead strategic initiatives across the region. You will operate with a high degree of autonomy, serving as a subject matter expert and escalation point for the team. Mentoring junior and senior engineers is a core expectation. Your customers are DEPT® employees worldwide, so clear communication is critical when addressing their requests.

The ability to explain technical information in layman’s terms is highly valued, along with strong customer service skills.

• Own ticket queue quality, SLA performance, and escalation resolution
• Lead and optimize onboarding/offboarding workflows
• Design and conduct audits in collaboration with Product Owners
• Own documentation standards and drive team adoption
• Mentor junior team members and conduct knowledge‑sharing sessions
• Proactively identify process gaps and build solutions before issues escalate
• Lead or co‑own global IT projects from scoping through delivery
• Act as an escalation point for complex technical issues across the region
• Align with IT Engineering team goals
• Demonstrated ability to drive process improvements and measure impact

• Provide support remotely, using Jira Service Management ticketing system, Slack, email, and video conferencing as primary sources of communication
• Be resourceful with troubleshooting, referencing process documentation
• Resolve IT Support tickets promptly
• Manage user accounts and permissions across multiple platforms such as Atlassian, Google, Keeper, Slack, and other company tools
• Provide general hardware support, password resets, and basic troubleshooting

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 6+ years of experience in IT support or related roles
• Strong knowledge of IT software and hardware support
• Experience with Atlassian tools like Jira, Confluence, etc.
• Experience with Asset Management Systems
• Experience leading or mentoring others
• Proven track record of implementing optimizations
• Working knowledge of ITIL or equivalent ITSM frameworks
• Okta, Jamf, and InTune experience is a nice‑to‑have
• General knowledge of both Windows and macOS operating systems; must be able to navigate the UI and troubleshoot common issues
• Experience with SaaS applications like Google Workspace, Office 365, Slack, and other cloud‑based software
• Self‑motivated with excellent communication and interpersonal skills to foster collaboration and teamwork
• Experience working with culturally diverse teams, with openness to and understanding of cultural differences
• Fluency in English, with excellent communication skills (both written and verbal)
• Strong problem‑solving skills and the ability to think analytically in fast‑paced environments
• Ability to prioritize and manage multiple tasks efficiently
• Ability to adapt to rapidly changing technologies and environments
• Familiarity with cybersecurity principles and best practices

• Purchasing and acquiring software/tool

DEPT® is an equal opportunity employer (EOE).