Principal IT Support Engineer
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, VA 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.
Key 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.
Skills, Knowledge and Expertise
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 Reston, 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.
Desired Expertise:
Previous experience working in a software development company
Technical expertise in cloud Platforms (AWS and Azure)
Nuix is an equal opportunities employer. Don’t let imposter syndrome hold you back! We welcome all applications and are a flexible employer.
We strive to make any required adjustments where possible to make the process fair and equitable for everyone. If you need any accommodations throughout the interview process, please note this in your job application.
Nuix is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. To find out more about who we are and what we are doing, please visit our web page.
As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.
Nuix Vision
Finding Truth in a Digital World.
Nuix Mission Statement
Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.
Nuix Values
TAKE OWNERSHIP
RESILIENT
UNAFRAID
TEAM NUIX
HERO OUR CUSTOMERS
We believe in these principles and seek to weave them into the fabric of our daily work at Nuix. In doing so, we co-create a dynamic and purposeful company culture that we can be proud of and want to belong to.
**Nuix is an Equal Opportunity Employer**
Love the role, but not the right fit for you? Know someone that might be awesome for this role?
We're always looking for talented people who want to make a real impact. If you refer someone and we successfully hire them, you'll receive a $1,000 gift card.
Send referrals to recruitment@nuix.com or message us on LinkedIn. T's & C's apply.
To all recruitment agencies: Nuix does not accept agency CV's unless we have an existing agreement. Please do not forward CV's to us, or our Nuix employees directly. Nuix is not responsible for any fees related to unsolicited resumes, or where there is not an agreement in place.
- Department
- Technology
- Locations
- Reston (USA)
About Nuix
See the bigger picture, faster.
We are a leading provider of investigative analytics and intelligence software, that empowers our customers to be a force for good by finding truth in the digital world. We help customers collect, process and review massive amounts of structured and unstructured data, making it searchable and actionable at scale and speed, and with forensic accuracy. Our users rely on Nuix software to assist with challenges as diverse as criminal investigations, data privacy, eDiscovery, regulatory compliance and insider threats.
Powered by AI.
Our solutions are powered by our patented data processing engine and enhanced with AI such as Natural Language Processing. Our AI capabilities super-charge our software to identify patterns and correlations that no human could find, so that our customers get to the most relevant or risky data faster, saving on time, cost, reputation damage and even lives.