IT Support Engineer

IT Support Engineer

SoundCloud empowers artists and fans to connect and share through music. Founded in 2007, SoundCloud is an artist-first platform empowering artists to build and grow their careers by providing them with the most progressive tools, services, and resources. With over 400+ million tracks from 40+ million artists, the future of music is SoundCloud.

We are looking for a mid-level IT Support Engineer to be the go-to problem solver for our employees, helping them stay connected, secure, and supported every day. You will manage tech support issues, prioritize tasks, and resolve them with the team while ensuring all questions are answered and users are satisfied. The ideal candidate has experience in mixed macOS and Windows environments, is proactive, and takes ownership of complex tasks to deliver effective solutions.

This role offers a great opportunity to not only solve day-to-day technical challenges but also gain hands-on experience with systems, cloud, and security that will grow your career.

Please note, this role will require you to be in the office a minimum of 4 days a week

Key Responsibilities:

• Proactive equipment maintenance (Apple/Android phones, video conferencing systems in the office and software, corporate events)
• Driving forward engineering projects in the IT-Team. From research to implementation state
• Handling incoming support tickets and front desk appointments, committed to maintaining our SLAs
• Running technical and security onboarding sessions for new employees
• Contributing to our documentation efforts

Background & Experience:

• 5+ years of experience with IT support in a mid-sized enterprise/business setting
• Deep knowledge of Google GSuite for Business
• Process Automation - Jira Automator / Workato (will be big plus)
• Broad knowledge and experience with mainstream communication and productivity tools: like Slack / Zoom / Miro / Jira / Office365 etc.
• Experience with mobile device and asset management systems. Experience with JAMF will be huge plus.
• Understanding of network layers, ability to troubleshoot office networks, systems and client machines. Knowledge of Meraki/Cisco products

About Us:

• We are a multinational company with offices in the US (New York and Los Angeles), Germany (Berlin), and the UK (London)
• We provide a flexible work culture that offers the opportunity to collaborate and connect in person at our offices as well as accommodating work from home
• We are deeply committed to ensuring diversity, equity and inclusion at all levels of our organization and fostering a community where everyone's voice, perspective and experience is respected and heard
• We believe a strong team is made by investing in employees through mentorship, workshops and enrichment opportunities

Benefits:

• Interested in a gym membership, photography course or book? We have a Creativity and Wellness benefit!
• Employee Stock Ownership Plan
• Generous professional development allowance
• Flexible vacation and public holiday policy where you can take up to 35 days of PTO annually
• 16 paid weeks for all parents (birthing and non-birthing), regardless of gender, to welcome newborns, adopted and foster children
• We offer free German courses at beginning, intermediate and advanced
• Various snacks, goodies, and 2 free lunches weekly when at the office

Diversity, Equity and Inclusion at SoundCloud:

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization; they help us lead what's next in music by understanding and empowering our creators and fans, no matter their identity. We acknowledge the challenges in the music industry, and strive to influence an inclusive culture where everyone can contribute respectfully and thrive, especially the historically marginalized communities that many of our creators, fans and SoundClouders identify with. We are dedicated to creating an inclusive environment at SoundCloud for everyone, regardless of gender identity, sexual orientation, race, ethnicity, migration background, national origin, age, disability status, or care-giver status.

At SoundCloud you can find your community or elevate your allyship by joining a Diversity Resource Group. Diversity Resource Groups are employee-organized groups focused on supporting and promoting the interests of a particular underrepresented community in order to build a more inclusive culture at SoundCloud. Anyone can join, whether you share the identity or strive to be an ally.