Senior IT Support Engineer II

We are seeking a highly skilled IT Support Technician (Tier 2) for our Buffalo, NY office. This role is central to the technical operations and growth of our testbench laboratory and local office IT infrastructure. The successful candidate will be both a hands-on problem solver and a technical project partner to cross-functional teams. You’ll manage complex troubleshooting, guide process improvements, administer technology assets, bridge escalations, and help drive Motive’s growth through operational excellence and continual modernization. This role focuses on escalation support, advanced troubleshooting, asset/test lab support, project ownership within the core scope and process/documentation leadership.

What You'll Do:

• Diagnose, resolve, and escalate complex hardware, software, and network issues across Windows and macOS workstations, office equipment, and testbench environments.
• Support the setup, maintenance, and continual expansion of a hardware/software testbench laboratory integrated with Engineering, QA, and Customer Success; collaborate on product testing and rapid prototyping projects (e.g., DashCam, Asset Tracker, LBB).
• Administer and document local network infrastructure (switches, firewalls, APs – Meraki, Ubiquiti, etc.), coordinate ISP services, and manage VPN endpoints for secure, policy-compliant access.
• Create, maintain, and update technical documentation: network diagrams, authentication guides, VPN setup procedures, and lab accessibility instructions.
• Provision user accounts and permissions for both office and test environments (Google Workspace, Twingate, VPN, Intune, Kandji, hybrid/on-prem/cloud services).
• Manage local conference room equipment, including Chromeboxes, meet hardware, and inventory assignments; maintain asset tracking and lifecycle documentation.
• Serve as the operational escalation point for technical issues, including handling admin rights, user account support, and compliance with IT security policies and audit requirements.
• Collaborate effectively across IT, Engineering, QA, and Customer Success on site projects, troubleshooting sessions, lab upgrades, and office expansion initiatives.
• Continuously identify and drive process improvements; update internal knowledge bases and procedure guides for efficient technology adoption and troubleshooting.
• Stay up-to-date on modern IT service tools and best practices, including endpoint management (Kandji, Intune), new SaaS platforms, and hybrid environment administration.

What We're Looking For:

• Minimum 3–5 years of experience in Tier 2 IT Support or similar escalation-oriented role.
• Strong troubleshooting skills in Windows and macOS environments; experience with hardware test labs, rack system setup, and office technology provisioning.
• Proven track record supporting network infrastructure (Meraki/AP configuration, ISP coordination).
• Hands-on experience administering Google Workspace (G Suite), Okta, device management tools (Intune, Kandji), and SaaS platforms for user provisioning and compliance.
• Relevant certifications (e.g., CompTIA, Microsoft, Apple, JAMF, Kandji, InTune) are preferred
• Recent hands-on experience with hybrid environment management (on-premises/cloud), advanced endpoint security, and JAMF/Kandji/Intune administration
• Demonstrated project experience supporting cross-functional lab expansions or major IT/office buildouts
• Ability to document technical procedures in clear, accessible guides and diagrams (network setups, VPN access, process handoffs).
• Experience provisioning user/test accounts with secure role-based access (Twingate, VPN, lab equipment, MDM).
• Comfortable managing conference/meeting room hardware assets, local server and device inventory, and lifecycle tracking.
• Strong cross-team communication and collaboration skills, with evidence of positive reputation among office peers.
• Process ownership: proven commitment to refining procedures, updating documentation, and seeking efficiency improvements across IT functions.
• Adaptable learner: willingness to master new tools, manage hybrid on-prem/cloud environments, and adopt modern MDM/asset systems.

Important to Note:

• Position based in Buffalo, NY office
• In-person, hands-on role supporting office and test lab operations, 4 days a week in office
• Occasional after-hours support for lab upgrades or escalations may be required