Provide full-spectrum end-user and systems support on desktops, laptops, mobile devices, operating systems, applications, printers, networking, remote access, and telephony.
Answer all service requests in a timely manner, set appropriate expectations regarding resolution timelines, and follow up to ensure overall customer satisfaction. Record all service interactions in the IT ticketing system in a timely and accurate manner.
Provide a consistently high-quality customer service experience by upholding established service standards, creating client technology reference material, and providing suggestions for procedural enhancements.
Provide white-glove technical support to executive staff and leadership.
Support collaboration and conferencing technologies, including Zoom Rooms, Microsoft Teams Rooms, webinars, screen sharing, and AV peripherals.
Participate in a 24x7 on-call rotation approximately every six weeks.
Systems Management
Work closely with the IT Infrastructure team to identify and resolve issues affecting the end-user experience.
Support the deployment, maintenance, upgrade, and tracking of client technology assets, including desktops, laptops, phones, mobile devices, printers, and other peripherals.
Assist with testing and deployment of desktop security, including O/S and software security updates.
Assist with testing, deployment, and management of new applications, policies, or hardware relating to customer-facing technologies.
Assist in creating, updating, and maintaining Active Directory and Microsoft Entra configuration policies.
Assist with endpoint lifecycle management, including provisioning, configuration management, compliance enforcement, and device remediation through Microsoft Intune and Windows Autopilot.
Manage and maintain conference room AV systems, including Zoom Rooms and Microsoft Teams Rooms hardware, ensuring consistent availability and reliability for in-office and hybrid meetings.
Coordinate with local vendors and facilities contacts for IT-related services, including ISP and circuit issues, hardware delivery and receiving, and office infrastructure needs specific to the San Francisco location.
Support physical security systems, including badge access control and security camera infrastructure, in coordination with the IT Infrastructure and Information Security teams.
Assist with local hardware procurement, including coordinating orders, receiving equipment, and maintaining accurate records of assets assigned to the San Francisco office.
Process Management
Perform tasks associated with employee onboarding/offboarding, workstation setup, office moves, and IT-related equipment relocation.
Provide remote hands support for the Information Security and IT Infrastructure teams, including physical tasks such as hardware racking, cabling, and equipment swap that cannot be performed remotely from the East Coast.
Provide employee training and guidance on supported technologies, including mobile devices, operating systems, applications, and office telephony.
Contribute to and maintain the IT knowledgebase by creating, updating, and refining technical documentation and support articles.
Maintain accurate asse
Benefits
Vision insurancePaid time offRemote work optionsEquity / stock options
Additional Information
Founded in 1999, Audax Group is a leading alternative investment manager with offices in Boston, New York, San Francisco, London and Hong Kong. With approximately $42 billion of assets under management and more than 475 employees, Audax is a leading capital partner for middle market companies, operating through three business lines: Audax Private Equity, Audax Private Debt, and Audax Strategic Capital.
For more information, visit the Audax Group website www.audaxgroup.com. or follow us on LinkedIn .
POSITION SUMMARY:
The IT Operations Engineer serves as the sole on-site IT resource for Audax Group's San Francisco office, providing full-spectrum technical support for approximately 30 employees across all end-user devices, operating systems, end-user applications, and infrastructure. This individual evaluates system malfunctions, troubleshoots technical issues, and takes appropriate corrective action, with the autonomy and judgment to resolve the majority of issues independently before escalation.
The San Francisco office operates on Pacific Time, and this role serves as the primary IT point of contact for all employees during Pacific Time business hours. In addition, this role extends IT coverage for the broader firm - including Boston and New York- during hours after the East Coast team has concluded operations for the day. The ideal candidate is a self-directed, resourceful technologist who is equally comfortable owning a problem end-to-end as they are operating within a distributed IT organization with a remote reporting structure.
This position participates in a rotating on-call schedule shared with peer IT Operations Engineers across the firm to ensure 24x7 support coverage for employees at all office locations.
Audaxgroup · San Francisco