YOUR MISSION:
We’re looking for a proactive and customer-focused 1st Line Support Engineer to join our IT team onsite in New York. You’ll be the first point of contact for our internal users, providing technical support, troubleshooting hardware and software issues, and ensuring smooth day-to-day IT operations in a fast-paced environment.
This is a hands-on role suited for someone who enjoys solving problems, communicating clearly, and helping others stay productive through reliable technology.
IN THIS ROLE YOU WILL:
- Act as the first point of contact for all IT-related support requests onsite.
- Troubleshoot hardware (laptops, printers, peripherals) and software (macOS, Google Workspace, business apps) issues.
- Provide support for video conferencing, meeting room equipment, and mobile devices.
- Set up and configure new laptops, user accounts, and peripherals.
- Document incidents and resolutions in the IT ticketing system (e.g., Jira).
- Escalate unresolved issues to specialist teams as needed.
- Support onboarding and off boarding processes, ensuring new hires are equipped on day one.
- Maintain stock of IT equipment and coordinate repairs or replacements.
- Collaborate with global IT team members to ensure consistency in service delivery.
- Work on-site 5 days a week.
WHAT YOU BRING TO THE TABLE:
- 1–2 years of experience in a 1st line or IT support / helpdesk role.
- Strong knowledge of macOS environments.
- Familiarity with Google Workspace
- Good understanding of user management, and basic networking
- Clear communication and customer service skills
- Ability to prioritize and manage multiple tasks independently
NICE TO HAVE:
- Experience with MDM tools (e.g., Kandji, Intune, Jamf).
- Familiarity with ITIL principles or service management tools.
- Previous experience supporting SaaS-based tools and SSO/identity platforms like Okta.
WHAT'S IN IT FOR YOU?
- Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative company culture, and enjoy an immersive onboarding experience in Berlin to dive into our product and culture.
- Opportunity to build and scale your career at the intersection of customer-facing roles and engineering in a dynamic startup on its journey to become an international leader in SaaS platforms for Conversational AI.
- A beautiful office with flair in the heart of NYC with all the conveniences, such as social area, snacks, and drinks.
- Competitive compensation and equity package.
- Flexible working hours, unlimited PTO, and travel opportunities.
- Access to a training and development budget for continuous professional growth.
- ClassPass membership, Nilo Health, Health insurance, weekly sponsored office lunches.
- Regular team events, game nights, and other social activities.
- Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days
Your recruiting process at Parloa:
Recruiter video call → Meet your manager → Challenge Task → Bar Raiser
