SharkNinja
IT Site Engineer
About this role
SharkNinja seeks an IT Site Engineer to provide frontline technical support for a global workforce in Needham, MA. You'll resolve user issues, manage hardware provisioning, handle identity and access requests, and continuously improve IT service delivery across office and remote employees.
What you'll do
- Serve as first point of contact for IT incidents and service requests, categorizing and resolving tickets in Jira Service Management against SLAs
- Troubleshoot and resolve hardware, software, and connectivity issues for end users
- Provision, deploy, and support endpoint devices and manage user access and identity
- Collaborate with IT teams to identify process improvements and enhance user support experience
- Maintain documentation and knowledge base to address recurring issues
- Support both office-based and remote workforce with responsive technical assistance
What they're looking for
- Incident and service request management (Jira Service Management)
- Endpoint management and hardware troubleshooting
- User identity and access management
- Technical problem-solving and diagnostic capabilities
- Documentation and knowledge management
- Cross-team collaboration
- Customer service and communication
- Process improvement mindset
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SharkNinja
SharkNinja designs and develops consumer appliances including corded and cordless products, with expanding focus on AI-driven innovations and medical devices. The company is hiring mechanical engineers, product developers, test engineers, AI product managers, and compliance specialists to support product development from early-stage innovation through market validation and regulatory certification.
- Website
- sharkninja.com
Likely interview questions
- Walk us through how you would approach diagnosing and resolving a complex hardware or software issue for an end user.
- Describe your experience with Jira Service Management or similar ticketing systems and how you prioritize work against SLAs.