Senior IT Support Engineer – Site Lead

Who You Are

You're a seasoned IT support professional who pairs white-glove customer support with the technical depth to solve complex problems independently in a fast-paced environment. You bring sound judgment, professionalism, and the ability to navigate ambiguity without close oversight.

As the first IT hire in our new Phoenix office, you'll be the local face of IT while also serving as a key technical resource for Justworkers across all our locations. In this hybrid role (3 days in office, 2 days remote), you'll report to the IT Support Manager and partner with our global IT, Network, and AV teams to keep operations running smoothly across the organization. Beyond core support, you'll bring strong network and AV capabilities to keep the Phoenix office running smoothly — and act as a trusted technical partner to leadership during high-visibility moments.

Your Success Profile

What You Will Work On

IT Support (Primary)

• Day-to-Day Support: Serve as the primary onsite contact in Phoenix for technical issues across macOS, Windows, mobile devices, and peripherals. Actively support Justworkers across all Justworks offices — providing remote support daily. Independently troubleshoot and resolve complex issues, escalating to global teams as needed.
• Executive Support: Deliver senior-level, white-glove technical support to leadership and executives across Justworks. Anticipate needs, troubleshoot discreetly under pressure, and serve as a trusted technical partner during high-visibility moments — board meetings, leadership offsites, executive travel, and live events.
• Onboarding Experience: Run and support new hire orientations for Phoenix and assist with orientations at other sites as needed. Own the Phoenix onboarding experience end-to-end, ensuring new Justworkers have a smooth, polished first day.
• Asset Lifecycle: Support the full asset lifecycle — procurement, onboarding deployments, decommissioning, and inventory audits — in partnership with the global IT team.
• Cross-Team Collaboration: Partner with global IT, People, Workplace, and Security teams on initiatives that touch the employee experience — onboarding, offboarding, access reviews, and new tool rollouts. Represent the Phoenix site's needs and operational realities in cross-functional discussions.
• Mentorship & Team Development: Mentor peers on the IT Support team under the direction of the IT Support Manager. Share learnings from the field, act as a senior technical resource across the IT organization, and help raise the bar on technical excellence and customer experience.
• Documentation & Continuous Improvement: Maintain clear, current documentation for Phoenix site operations, runbooks, and troubleshooting playbooks. Identify recurring issues and partner with the IT Support Manager to scope and drive improvements that reduce ticket volume, improve resolution time, and elevate the employee experience.
• Partner with Workplace: Collaborate with the Workplace team to keep the physical IT environment (cabling, server room, workstations) in good working order.

Network Support

• Maintain & Monitor: Proactively monitor local network health (Wi-Fi, LAN, and wired connectivity) and serve as the first point of contact for office-level connectivity issues. Escalate to the global Network team with clear, documented observations.
• Smart Hands: Act as the onsite technical resource for the global Network Engineering team — executing physical tasks such as patching, cable management, and gear staging within the IDF/MDF under remote guidance.
• Connectivity Oversight: Troubleshoot and resolve end-user network issues (Wi-Fi drops, port-level connectivity, VPN) and manage local ISP-related escalations before engaging global teams.

AV & Event Support

• Room Readiness: Perform daily walkthroughs of all conference and collaboration spaces, ensuring Zoom Rooms, displays, cameras, and audio are fully operational before the business day begins.
• Meeting & Event Support: Provide hands-on AV support for onsite meetings, town halls, and Phoenix-based All Hands events — managing basic audio, display routing, and Zoom session health.
• AV Liaison: Serve as the onsite point of contact for AV vendors during equipment repairs or refreshes, coordinating access and communicating status to the global AV team.

Cross-Functional Projects

• Support site-level and cross-site projects scoped by the IT Support Manager — including office buildouts, hardware refreshes, MDM rollouts, and new tool deployments — partnering with global IT, Network, and AV teams on execution.

How You Will Do Your Work

As the Senior IT Site Engineer, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Good judgment — the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
• Resourcefulness — taking a can-do approach, even in the face of obstacles and constraints by assessing what's in front of you and effectively and efficiently optimizing what you have, whether it's working on something new or thinking about how to do something better.
• Teamwork and communication — putting our collective best together through documentation, collaboration, relationship-building, listening, empathy, recruiting, and evangelism.
• Influence and leadership — fostering a community of knowledge-sharing, collaboration, mentorship, and forward-thinking. As a senior team member, you set the bar for technical excellence and act as a resource for peers across the IT team.
• Skills and knowledge — the capacity to actively learn and apply specific domain knowledge, know-how, and best practices to continually enhance and improve.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 5+ years of professional IT Support experience, including 2+ years supporting multiple offices or a distributed workforce.
• Demonstrated experience providing white-glove technical support to executives and senior leadership in a high-visibility environment.
• Proven track record of working independently as a senior IC — owning outcomes, exercising judgment, and operating without close oversight.
• Advanced troubleshooting across macOS, Windows, mobile, and peripherals — including the ability to resolve complex, escalated issues.
• Deep experience with MDM platforms (Jamf or Kandji for Mac; Intune or Airwatch for Windows).
• Strong familiarity with cloud-first SaaS environments: Okta, Google Workspace, Slack, Jira, Confluence, 1Password, Zoom, Oomnitza or similar asset management tools.
• Solid networking fundamentals — Wi-Fi, LAN, DHCP, DNS, VLAN configuration — and confidence with onsite tasks such as patching, cabling, switch/AP troubleshooting, and IDF/MDF work.
• Hands-on experience with Zoom Rooms or Teams Rooms endpoints (e.g., NEAT, DTEN, Logitech, Poly, or similar) and leading the full technical execution of live events and All-Hands productions from pre-show through post-event teardown.
• Excellent written and verbal communication; comfortable presenting to and supporting executive audiences.
• Self-directed and dependable — able to work independently as the only IT person onsite in Phoenix while collaborating with a remote global team and supporting users across other locations.
• Ability to travel occasionally to other Justworks offices to support onsite needs, events, and projects.
• Experience mentoring peers, documenting standards, and driving process improvements across an IT organization.

Nice to Have

• Hands-on experience with Meraki-based environments (MX, MS, MR) and 802.1X authentication.
• Familiarity with redundant or dual-ISP network architectures, including failover validation and ISP coordination.
• Experience supporting corporate AV beyond Zoom Rooms — including DSP platforms (e.g., QSC Q-SYS), signal distribution and control systems (e.g., Extron), and wireless microphone systems (e.g., Shure).
• Experience with network monitoring and zero-trust security tools (e.g., Datadog, Zscaler, Cloudflare WARP, or similar).
• Scripting experience (Bash, PowerShell, Python).
• Endpoint security tool familiarity (e.g., CrowdStrike, SentinelOne, Jamf Protect).
• Experience supporting a new office buildout end-to-end.
• Experience operating as a senior IC across a multi-site organization.
• Experience partnering directly with C-suite or board-level stakeholders.

The base wage range for this position based in our Phoenix office is targeted at $113,000.00 to $141,000.00 per year.

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