What are the responsibilities and job description for the Senior IT Support Engineer position at Tenable?
Your Role:
The IT Enterprise Engineer ensures the proper day-to-day operation of technology applications and equipment - with emphasis on resolving escalated tickets and completing project work. Performs installations, repairs, patches, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications.
Your Opportunity:
- Research, validate and deploy new IT initiatives relating to user hardware and various applications
- Work with vendors to vet technologies to be used across the company
- Answer staff questions in person, via phone and ticketing system on all company supported applications
- Troubleshoot computer and telephony problems
- Serve as a liaison between staff and the technology department to resolve issues
- Document resolutions for future reference
- Route inbound inquiries within the IT department to appropriate groups for escalation and resolution
- Communicate resolution to end users
- Provide after hours support on-call support as required
- Provision and configure equipment for new staff
- Create and manage new accounts based on departmental needs
- Analyze results, make recommendations for support process improvement, and implement changes
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
- Test fixes and perform post resolution follow-ups to ensure problems have been adequately resolved
- Maintain and enhance the performance of all new and existing software and applications across the organization
- Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution
- Provide support for the testing of new and existing software applications under development or consideration for purchase
What You'll Need:
- 4 years of technical support experience preferred
- Experience supporting Mac/Mobile Device Operating Systems and Applications
- General knowledge of Local Area Networks and troubleshooting
- General knowledge of common information security practices
- Ability to investigate and analyze information and to draw conclusions
- Ability to communicate technical guidance and instruction to users on the use of applications and systems
- Effective interpersonal skills to work as a team member
- Understanding of basic network and system architecture
- Ability to translate user/department needs into business and technical documentation
- Experience with Patch Management: vulnerability detection & remediation
- Project Management: Participate, propose, and/or lead complex internal projects, coordination with different departments
- Proven ability in identification and timely resolution of user IT issues up to the Tier 2/3 level
- Strong expertise in device, operating system, software and application troubleshooting and deployment
- Superior customer service and communication skills
- Ability to collaborate with multiple teams across multiple internal departments: Systems Operations, Infosec, Business Operations
- Experience using MSP software: JAMF/Solarwinds/Connectwise
- Experience with SCCM/MDT/WDS
- Experience with or understands of scripting languages
- Configuration and management of Windows desktop environments, including VMs, Terminal Servers, AD, DNS and Group Policy knowledge
If you’ve reached this point in the job description and feel you’re still not sure if you should apply…Just do it! We know there are no perfect applicants. You may not have 100% of all those bullets listed above - and that’s okay. If you’re feeling like you’re not going to fit in with our teams - that’s not ok. We're One Tenable which means however you identify and whatever background you bring with you, we encourage you to submit an application if it’s a role you can be passionate about doing every day.
We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.
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