Principal IT Support Engineer

Nuix

27d • Hybrid

About The Position

We're on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. Nuix is one of the greatest comeback Technology success stories in Australia, and we're making massive waves each day. Nuix is, and will be, a pioneer in the Australian Technology space, and we're carrying the torch on what "good" looks like.

This extends to our People. We're fiercely passionate, love working at pace, thrive in ambiguity, live, and breathe outside of the box, and above all are good humans. Our impact extends outside of our 9-5, and our place in society isn't always defined by corporate metrics. We're determined to make a positive difference in the world, whether through our solutions which help the top companies, governments and agencies find the truth and combat illegal activities, or through our people who care about contributing and giving back both within, and outside, of Nuix. We are a Force For Good.

We're selective about who comes on board, and you should be too. But if the above sounds like a match, get in touch today and get ready for the possibility of starting a once-in-a-career journey.

Role Overview:

We are looking for a Principal IT Support Engineer to manage and take ownership of IT support in our Reston office, and also act as an escalation point for any IT enquiries in our North America region. This is a unique role in the team; while being an individual contributor with no direct reports, you will be responsible for day to day running of IT support in North America and ensure things run smoothly. The role requires you have great communication and customer services skills, have hands on experience in varying technologies including meeting room equipment, typical end user hardware, and Microsoft cloud stack. It is a varied role in being both technical and customer facing. You need to love what you do, and let it show in your interactions with staff, your documentation and process improvement, and overall demeanour!

Location:
This position will be based in our Reston office. The candidate is required to attend the office a minimum of 4 days per week but may voluntarily elect to work either remotely or from the office for the remaining day of the week. As this role services staff and customers onsite, there will be a need occasionally to be present 5 days per week in the office

Requirements

• Tertiary qualification in Computer Science or related field, or relevant experience.
• 7+ years of experience in a similar role, with a strong focus on technical troubleshooting and service delivery.
• Ability to work onsite 4-5 days per week in our Herndon, VA office.
• Willingness to travel as needed to other US offices: Pittsburgh, PA
• Strong technical proficiency in hardware and software issues for Windows and Mac OS.
• Knowledge of common productivity applications (e.g. Microsoft 365, Adobe, Atlassian Cloud).
• Familiarity with desktop management tools, remote support technologies, and IT service management systems.
• Excellent problem-solving and analytical skills with attention to detail.
• Strong communication and customer service skills to interact effectively with end-users and global teams.
• Ability to work independently, prioritize tasks, and manage competing demands in a fast-paced environment.

Nice To Haves

• Previous experience working in a software development company
• Technical expertise in cloud Platforms (AWS and Azure)

Responsibilities

• Lead North American IT support team. This includes overseeing daily operations and ensuring high-quality service delivery.
• Provide technical leadership and expertise. Act as the go-to resource for complex technical issues, troubleshooting, and problem resolution. Escalate to the cloud infrastructure team as needed and work with them to resolution.
• Develop and maintain IT support processes and procedures. Streamline operations, improve efficiency, and ensure consistent service delivery across all locations.
• Collaborate with stakeholders across the region. Work closely with key stakeholders across the region to ensure that their IT support needs are met. Act as an escalation point for any major IT issues.
• Ensure compliance with relevant IT policies and regulations. Maintain a secure and compliant IT environment for the North American region.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed