IT Support Engineer

We're on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. 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. 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:

The IT Support Engineer is responsible for providing technical assistance and support to end users for desktops, laptops, peripherals and software applications. The role involves diagnosing, resolving and documenting IT incidents, as well as assisting with the setup, configuration and maintenance of computer systems.

You will also help people at Nuix get started with AI tools, build their confidence and find practical ways to use AI in their day-to-day work.

The IT Support Engineer reports to the IT Support Manager and plays a crucial role in ensuring the smooth operation of end-user computing environments.

Location:

This is a hybrid role based in our Pittsburgh, Pennsylvania office. You are required to be in the office 4 days per week. On any days you work remotely, you must be able to come onsite when needed, for example to help resolve an issue or problem.

You are expected to plan your week around the needs of the office. If there is an event or other office need on a given day, such as a Friday, you will be in the office and not working from home, even if that is usually your remote day. You may also be asked to travel domestically and internationally if required.

Key Responsibilities

End-User Support

• Provide timely and effective technical support to end users, responding to and resolving IT incidents and service requests

• Manage the IT support ticket queue using ServiceNow or Jira Service Management, including triaging, prioritizing, assigning and resolving tickets within agreed service levels and keeping requesters updated

• Install, configure and maintain hardware, software and peripherals, ensuring compatibility and optimal performance

• Diagnose and troubleshoot hardware and software issues for desktops, laptops, printers, scanners and other end-user devices

• Set up and deploy new desktops, laptops and software applications for end users

• Manage onboarding and offboarding requests, including preparing, issuing and collecting devices and accessories

• Provide on-site support of office facilities, including meeting rooms, AV equipment, network infrastructure and local workstations

• Collaborate with other IT teams to escalate and resolve complex technical issues

• Maintain accurate records of IT incidents and service requests, tracking progress and resolution status in the IT service management system

• Educate end users on IT best practices, procedures and self-help tools to improve their overall computing experience

• Follow standard operating procedures (SOPs) and adhere to IT policies for incident management and service delivery

• Keep up to date with the latest hardware, software and security updates to support a secure computing environment

• Participate in IT projects related to desktop infrastructure upgrades, migrations and rollouts

• Proactively identify opportunities for process improvements and contribute to the overall efficiency of the IT support function

AI Enablement

• Be a first point of contact for staff questions about approved AI tools such as Claude, helping people get started and get unstuck

• Support access and onboarding for AI tools, including account setup, sign in and license issues, and basic troubleshooting

• Contribute to guides, FAQs, example prompts and knowledge articles that make AI easy to pick up, and help run short training sessions or drop-in help

• Use AI tools to improve IT support itself, for example summarizing tickets, drafting knowledge articles and building simple scripts, always with review and in line with company policy

• Follow data protection, security and acceptable use guidance for AI, and raise risks or misuse with senior engineers

Skills, Knowledge and Expertise

• Bachelor's degree in computer science or related field, or relevant experience

• Strong technical proficiency in diagnosing and resolving hardware and software issues for Windows and Mac platforms

• Knowledge of desktop operating systems (for example Windows 11 and macOS) and common productivity applications (for example Microsoft 365 and Adobe)

• Familiarity with desktop management tools, remote support and IT service management

• Hands-on experience using AI tools such as Claude or Microsoft Copilot, and real enthusiasm for helping other people use them well

• Excellent problem-solving and analytical skills, with a detail-oriented approach to issue resolution

• Strong communication and customer service skills, including the ability to explain technical and AI topics clearly to people at all levels of the organization

• Availability to work onsite in our Pittsburgh office 4 to 5 days per week

• Ability to come onsite on remote days when needed, for example to respond to an issue or problem

• Ability to plan your week around office needs, such as events or busy periods, and be in the office rather than working from home when the business needs you there

• Ability to work independently and prioritize tasks in a fast-paced environment

• Ability to travel domestically and internationally if required

Desired Expertise:

• Experience working in a Managed Service Provider (MSP) environment, including supporting multiple clients, working to SLAs and managing competing priorities

• Experience with Jamf managing macOS devices

• Experience with Cisco Meraki, including the Meraki Dashboard for wireless, switching and security appliances

• Experience driving adoption of new tools or technology, such as running training sessions, building guides or supporting champions and early adopters

• Experience using AI to automate or speed up work, such as writing scripts, summarizing information or drafting documentation

• Understanding of safe and responsible AI use, including data protection and not sharing confidential or personal data with unapproved tools

About NUIX

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. As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.

https://www.nuix.com/

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.