Staff Engineer, End User Support - IT



IT, Customer Service
Austin, TX, USA
Posted on Saturday, January 27, 2024

NVIDIA is currently seeking an IT Support Engineer to join our team. This is a multifaceted role that encompasses representing and supporting our Field Office sites within the organization – bringing the Field Office and its users' perspectives into IT and acting as IT’s liaison for the office and its staff. While our global IT team is well staffed, including specialists in most areas, our Field Office sites are all unique and supporting them well requires us to understand them. Our Field Office Support Engineers facilitate IT’s endeavors and goals on the ground, from support of users, infrastructure, and inventory, through office growth, working with vendors, and project management. There’s no job too big or too small for a Field Office Support Engineer if they are driving betterment for users, the site, the IT department, or NVIDIA.

This role is at once a support role, an engineering role, and a support engineering role. You will not just be supporting users, you will also be engaged in engineering and streamlining our tools and systems. Additionally, you will be helping to engineer our support models and solutions, globally. While the primary focus will be on your specific site(s), you will also have a global impact on our support organization. We rely on our Field Office Support Engineers and their understanding of their specific sites (their needs, use cases, and perspectives) to help guide change, growth, and decisions within IT.

What you'll be doing:

  • Tech Support Management: Handle tiered tickets and escalations, providing on-site and remote assistance for Windows, Mac, Linux, iOS, and Android platforms as needed.

  • IT Inventory Oversight: Responsible for procuring, managing, and tracking IT assets, including inventory and consumables, while contributing to demand planning strategies.

  • Compliance and Vendor Engagement: Collaborate with engineering for audit compliance, ensuring adherence to standards in hardware management, and oversee vendor engagements, meeting KPIs and service level agreements.

  • Liaison and Issue Resolution: Act as a bridge between IT and site leaders, gathering feedback, anticipating site changes, and resolving issues in collaboration with relevant teams.

  • Communication and Change Management: Keep stakeholders informed about IT updates, minimize confusion during changes, and maintain strong relationships with local users and managers.

  • Continuous Improvement Initiatives: Identify recurring issues, document processes for global adoption, manage IT deployment for office build-outs, and explore new technologies/methodologies to enhance operations.

  • User-Centric Solutions: Anticipate local user needs, create systems to streamline requests, and develop tools to reduce ticket submissions wherever possible.

What we need to see:

  • Bachelor's degree or equivalent experience in information systems or related field

  • Proven history of administration and support of Enterprise Windows environments, analyzing, troubleshooting, and resolving issues then creating mitigation strategies and documentation.

  • Exceptional communication skills, and the ability to grow relationships and rapport.

  • The ability to translate between technical details and the real-world impact they have.

  • Strong work ethic and commitment to improve delivery and maintain a positive attitude.

  • Ability to work independently and manage multiple assignments in a fast-paced environment.

  • Comfort with ambiguity and the ability to say, “I don’t know, but let’s find out!”

  • Drive to craft solutions to problems and to champion those solutions within the organization.

  • 8+ years of experience in Information Technology Enterprise and Infrastructure engineering role.

Ways to stand out from the crowd:

  • Phenomenal personal and interpersonal skills

  • Highly motivated, organized, self-starter with experience in a large enterprise environment.

  • Proven Windows 10/11, Office 365, Android, iOS, Mac, and Linux experience

  • PowerShell or other scripting and automation skills

  • Experience managing medium to large scale IT projects.

NVIDIA is widely considered to be one of the technology world’s most desirable employers. We have some of the most forward-thinking and hardworking people in the world working for us. If you are creative and enjoy having fun, then what are you waiting for? Apply today!

The base salary range is 132,000 USD - 218,500 USD. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.

You will also be eligible for equity and benefits. NVIDIA accepts applications on an ongoing basis.

NVIDIA is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.