IT Support Engineer (1st and 2nd Line Support)

ZeroAvia is seeking an IT Support Engineer for 1st and 2nd line support in Everett, WA. The role involves managing virtualization systems, supporting on-premise and AWS cloud infrastructures, and troubleshooting engineering software. Responsibilities include resolving IT support tickets, maintaining client and server systems, and implementing security protocols. Candidates should have experience in IT support, server infrastructure, and networking, with knowledge of engineering software being a plus.
At ZeroAvia, we’re clean sky thinkers. For the world to achieve truly clean, guilt-free flight, we need a scalable solution; hydrogen-electric powertrains. As a leader in zero-emission aviation and a UK Jet Zero Council member, we’re designing and commercialising hydrogen-powered solutions that will positively impact the future of aviation, global connectivity, and the world.

We are seeking a highly skilled and motivated IT Support Engineer to join our dynamic team. The successful candidate will provide first and second-line support, manage virtualization systems, oversee SD-WAN infrastructure, and support on-premise as well as cloud infrastructures based on AWS. Additionally, you will handle the support of various engineering software applications to ensure seamless operations.

Requirements

Key Responsibilities:
• First and Second-Line Support:
• Respond to and resolve IT support tickets related to hardware, software, and network issues.
• Provide remote and on-site support to end-users, ensuring prompt resolution of technical problems.
• Escalate complex issues to higher-tier support teams as necessary.
• Client and Server Support:
• Troubleshoot and maintain client desktops/laptops and servers.
• Support VMWare virtualization environments, ensuring optimal performance and availability.
• Manage and maintain Ubiquity network devices and SD-WAN infrastructure.
• Monitor and support on-premise and cloud infrastructures, with a focus on AWS environments.
• Utilize Ninja RMM for remote monitoring and management of IT systems.
• Engineering Software Support:
• Provide specialized support for engineering software including Siemens Teamcenter, Siemens NX, Siemens Polarion, Siemens Capital and Altium.
• Assist with software installations, configurations, and upgrades.
• Troubleshoot software-specific issues and provide training and documentation to end-users.
• System Administration:
• Perform regular system maintenance and updates to ensure system integrity and security.
• Manage backup and recovery processes, ensuring data protection and availability.
• Implement and maintain IT policies and procedures, adhering to best practices.
• Collaboration and Communication:
• Work closely with other IT team members and engineers to ensure cohesive and comprehensive support.
• Communicate effectively with stakeholders, providing regular updates on support tickets and projects.
• Participate in IT projects and contribute to continuous improvement initiatives.

Additional Responsibilities:
• Monitor network traffic and security alerts to detect and respond to potential threats.
• Implement and maintain security protocols, policies, and procedures to safeguard company data.
• Conduct regular security audits and risk assessments to identify vulnerabilities.

Required Skills and Qualifications:
• Proven experience in 1st and 2nd line IT support.
• Strong understanding of server infrastructure and virtualization methodologies. (VMware or Hyper-V)
• Experience troubleshooting different networking architecture (802.3, 802.11x, Fiber, WAN and SD-WAN). AWS experience is a plus!
• Familiarity with both on-premise and cloud infrastructure, particularly AWS.
• Strong knowledge of engineering software (Siemens NX, PLM and SimCenter are a plus!)
• Exposure to firewalls, intrusion detection/prevention systems, and encryption technologies.
• Certifications such as CISSP, CISM, CEH, or CompTIA Security+ are highly desirable.
• Excellent troubleshooting and problem-solving skills.
• Adaptability to working in a highly diverse and multi-national company
• Strong communication and interpersonal skills including great cultural exposure.
• Ability to work independently and collaboratively within a team.
• Experience with Ninja RMM.
• Desired experience: 5 years in a similar role.
• IT-related certifications (e.g., CompTIA A+, Network+, VCP) are a plus.
• Familiarity with compliance standards (e.g., GDPR, ISO 27001) is a plus.
• Experience with incident response and forensic analysis.

Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Benefits

The wage scale or salary range for this position is $85,000-$100,000. In addition to the foregoing base compensation, additional compensation and benefits are available to employees and eligible family members (as applicable) including the following:

📈 Equity: Ability to exercise company stock options

👵🏽 Retirement: Eligible to participate in the company's 401(k) Plan, with up to a 4% matching

👩🏽‍⚕️ Health Insurance: Employer covers up to 80% of the employee's monthly premiums on medical, dental, and vision.

🧬 Life Insurance: Basic Life/AD&D of up to $50,000 and the option to add on Supplemental Coverage.

💫 Short-Term Disability: Up to 60% of your earnings for up to a period of 24 weeks.

🤒 Long-Term Disability: If your disability extends beyond 180 days, LTD Coverage for up to 60% of your earnings.

🏖️ Paid Time Off: Eligible employees may accrue up to 120 hours per year (15 days) and may borrow up to 40 hours (5 days).

🩺 Sick Time: Eligible employees may accrue up to 40 hours, per year (5 days)

🏖️ Paid Holidays: 12 observed holidays, per calendar year.

🛩️ The Fly Club: up to $2,000 of reimbursement towards flying lessons to all full-time staff

Please note, among other factors, the compensation offered may vary based on work location, experience, qualifications, specialties, training, and then-current market and business considerations

Job posting details for IT Support Engineer (1st and 2nd Line Support) at ZeroAvia in Everett Washington United States. Compensation / salary range: $50,000 and the option to add on Supplemental Coverage. ClimateTechList gathers 20,000+ job openings from over 765 climate tech companies and updates them daily.