IT Support Senior Engineer

Job Description Apply now IT Support Senior Engineer Job Location (Short): New York - Home Office, New York-USA Workplace Type: Hybrid Req Id: 2993 Responsibilities Octave is seeking a personable, customer-focused IT Services Specialist to deliver high-quality technical support to our end users, with a primary focus on our New York City office. This is a highly visible and mission-critical location, regularly supporting executive leadership, investors, and strategic visitors. The ideal candidate is professional, composed under pressure, technically capable, and deeply committed to service excellence. This role requires a proactive problem-solver who is comfortable operating independently, adapts quickly to new systems and processes, and understands the importance of discretion, responsiveness, and presentation in an executive-facing environment. The position supports North American users across a broad range of roles, including sales, software development, and administrative staff. Responsibilities include resolving intermediate IT issues, coordinating escalations to specialist teams when appropriate, and owning tickets through successful resolution. A key component of this role is the preparation, support, and management of high-profile executive and investor meetings in our Manhattan office. Provide high-quality IT support services for North American internal users, both onsite and via approved remote access tools. Respond to and resolve incidents and service requests within the ServiceNow IT Ticketing System in a timely and professional manner. Own issues through resolution, escalating complex problems to appropriate technical teams while maintaining clear communication with the end user. Prepare, support, and troubleshoot conference rooms and AV technology for executive, investor, and leadership meetings. Manage, configure, deploy, and ship end-user hardware within the United States as required. Adhere to established IT standards, policies, and documentation, following guidance from senior team members and management. Provide on-site technical response for the Manhattan office within 60 minutes when required. Work onsite for at least two days per week, with additional in-office presence expected during scheduled meetings and executive events. Education / Qualifications Intermediate knowledge of Windows and macOS operating systems, Active Directory, common productivity applications, and basic networking concepts. Strong verbal and written communication skills, with the ability to calmly and clearly explain technical concepts to non-technical users. Demonstrated experience supporting conference room technology (displays, audio/video systems, collaboration tools). Proven analytical and troubleshooting skills with a customer-first mindset. Familiarity with Microsoft 365 (Office 365) and common end-user applications. Experience with Microsoft cloud services such as Entra ID, Azure, and Intune is preferred. Ability to work independently, manage priorities, and maintain professionalism in high-pressure, executive-facing situations. #LI-PB1 LI-Hybrid About Octave Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option. Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most. Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn . Why work for Octave? All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world. Everyone is welcome At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here. Recruitment Fraud Alert Octave posts all official job opportunities on either https://careers.octave.com/ or https://www.octave.com/about/careers and communicates only from email addresses ending in @octave.com. We never request payment or personal banking information during recruitment. No offers will ever be extended without a proper interview via Teams or in person, never done over email alone. If you suspect fraud, it probably is, and contact us at [email protected]