Sr. Service Desk Engineer

Palo Alto, CA, United States

Life at Plume

At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Which is why we’ve built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.

We now deliver services to over 50 million locations globally and have managed over 2.5 billion devices on our platform. We’re expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Communications Service Providers (CSPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data.

With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can’t do it exceptionally well, we don’t do it. It’s how we've assembled a team of world-class builders, thinkers, and doers. And it’s how we’re reinventing what’s possible every day.

As the Sr. IT Engineer at Plume’s HQ, you will join a global team of information technologists who are responsible for providing excellent employee experiences through rapid response and resolution, maintaining system availability, and carefully executed consolidation and implementations to minimize disruption. The ideal candidate is someone who has a passion for technology, growth, and helping people.

The Sr. IT Engineer (HQ) will be a key member of the global IT team. S/he will be responsible for providing support to the US offices and also contributing to the global IT team objectives.

Key Responsibilities:

Be the IT point of contact for the US offices

Manage the inventory of assets in the US offices; Participate in physical and software audits

Implement and manage systems, networks, and processes

Manage local vendor relationships with support of Director of IT

Respond, troubleshoot, and remediate IT issues expeditiously, tracking all activity in tickets

Qualifications:

3-5 years experience supporting diverse IT tooling in mid-sized organizations (400-1000 people)

Familiarity with Google Workspace, LDAP, SSO, Atlassian Suite, Slack, Zoom, MDM, SaaS tools and cloud services, conference room equipment, all-hands audio/visual equipment, printers, scanners

Expertise setting up, deploying, repairing, and maintaining Mac, PC, and *nix systems

Experience designing networks  as well as configuring and maintaining firewalls, switches, and access points with a thorough understanding of networking fundamentals, VLANs, routing, subnet masks, WiFi (802.11x)

Experience managing local (imaging), on-prem (servers), and cloud backup services

Experience working with and adhering to ITIL/Service Management processes while troubleshooting help desk tickets

Facilitate knowledge sharing and self-service by creating and maintaining detailed and comprehensive documentation and diagrams detailing our internal systems.

Help define and fine-tune standards and processes related to IT; Can evaluate the “should” not just the “could”

Availability for periodic after-hours maintenance windows

A solid understanding how to apply security principles using industry best practices

Exceptional problem solving, troubleshooting skills

Exceptional verbal, written and presentation skills are a requirement

Exceptional customer service skills supporting both technical and non-technical staff

Demonstrated ability to seamlessly manage competing priorities

Proven ability to think creatively, developing new ideas and forward-thinking solutions (open-minded, growth mindset)

A humble, hungry, and smart team player ready to learn and execute

Ability to lift 50 lbs. Moving and installing equipment such as switches and monitors will often be part of your responsibilities

Travel may be required

Total Compensation package would include: anticipated compensation range of $123,000 - $145,000 + bonus + equity + benefits.  Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. Please see here for more details.

An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.

This role will be 5/days a week in our Palo Alto headquarter office.

About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for CSPs and their subscribers, Plume partners with over 350 CSP customers, including some of the world’s largest such as Comcast, Charter, Liberty Global, and J:COM.

Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume’s software-defined network allows CSPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.

Backed by investors such as Insight Partners and SoftBank Vision Fund 2, Plume is now valued at $2.6B, having added over $500M in funding in 2021 alone.

Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.