Sr. IT Support Engineer (Contract)

About xAI

xAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. We operate with a flat organizational structure. All employees are expected to be hands-on and to contribute directly to the company’s mission. Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important. All engineers are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates.

About the Role

We are seeking a dynamic Senior IT Support Engineer to join our IT Workplace Services team, serving as a critical pillar in ensuring seamless connectivity and operational efficiency for X’s global workforce. In this role, you will provide first- and second-level technical support, manage IT-related issues using tools like JIRA, and drive innovation in areas such as conference room AV setups and employee onboarding processes. You will collaborate with cross-functional teams to deliver exceptional user experiences, leveraging your expertise in SaaS applications and hardware troubleshooting. The ideal candidate is a proactive problem-solver with a passion for enhancing user satisfaction and supporting X’s mission to revolutionize digital interaction in a fast-paced, high-growth environment.

Responsibilities

• Provide first- and second-level support for all IT-related issues, ensuring rapid resolution and high user satisfaction.
• Use tools like JIRA to manage, track, and resolve support tickets, ensuring timely and effective issue resolution.
• Assist with the setup, configuration, and troubleshooting of hardware and software, including SaaS applications such as Google Workspace, 1Password, Slack, Box, Zoom, and O365.
• Offer guidance and training to users on IT tools and best practices to prevent recurring issues and enhance productivity.
• Maintain accurate records of issues and resolutions in the knowledge base for future reference.
• Participate in projects to implement new technologies or improve existing systems, particularly in areas like conference room AV setups and employee onboarding/offboarding processes.

Required Qualifications

• 2-4 years of experience in a helpdesk support role or similar technical support position.
• Proficiency with Mac OS, ChromeOS, and Windows operating systems.
• Experience administering SaaS applications, such as Google Workspace, 1Password, Slack, Box, Zoom, and O365.
• Familiarity with tools for ticket and issue tracking, such as JIRA.
• Strong communication, problem-solving, and organizational skills with a customer-focused mindset.

Preferred Qualifications

• Knowledge of A/V systems for conference room setups.
• Experience in a tech or high-growth startup environment, with an understanding of dynamic workplace needs.
• Strong sense of ownership, curiosity, and enthusiasm for tackling technical challenges.
• Ability to explain complex technical concepts in an accessible manner to users of varying technical expertise.
• Passion for innovation and contributing to X’s vision of building the Everything App.

xAI is an equal opportunity employer.

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