Description
SpaceXAI's mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. The company operates with a flat organisational structure and a small, highly motivated team focused on engineering excellence.
About the Role:
We are seeking a skilled and helpful IT specialist to join our IT services team. This role provides advanced technical guidance and service to end-users, resolves complex IT issues, and collaborates with Level 1 technicians and senior IT staff to ensure seamless technology operations.
Responsibilities:
- Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in-person.
- Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts.
- Manage and administer user accounts, permissions, and access controls in systems like Active Directory.
- Assist with the deployment, configuration, and maintenance of hardware (desktops, laptops, servers, and peripherals) and software applications.
- Monitor and maintain IT systems, including performing patch management, updates, and basic server administration.
- Document and update IT service tickets with detailed resolutions and escalate unresolved issues to Level 3 experts or specialised teams.
- Contribute to and maintain IT knowledge base articles and self-service wikis to enhance user self-sufficiency.
- Support IT projects, such as system upgrades, migrations, or new technology rollouts.
- Train and mentor Level 1 technicians, providing guidance on troubleshooting techniques and best practices.
- Ensure compliance with company IT policies, security standards, and data protection protocols.
- Provide new hire onboarding and offboarding service support.
Basic Qualifications:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience considered.
- 2-4 years of experience in IT, helpdesk, or a related technical role.
- Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise software.
- Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPNs) and basic server administration (Windows Server, Linux basics).
- Experience with IT service management tools (e.g., ServiceNow, Jira) and ticketing systems.
- Familiarity with virtualisation technologies (e.g., VMware, Hyper-V) and cloud services (e.g., Google Workspace, Microsoft 365) is a plus.
- Excellent problem-solving, analytical, and customer service skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional, or ITIL) preferred.
Preferred Skills and Experience:
- Experience with scripting (e.g., PowerShell, Bash, Python) for automation tasks.
- Knowledge of cybersecurity best practices and tools (e.g., antivirus, endpoint protection).
- Ability to manage multiple priorities and meet deadlines under pressure.
Compensation and Benefits:
$68,400 - $102,600 USD. Base salary is just one part of our total rewards package at SpaceXAI, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.