We are seeking a dedicated and customer-focused IT Support Engineer to join our Client Technologies Team. The ideal candidate will have a solid technical background combined with exceptional customer service to support our users onsite and remotely. Excellent communication skills and a strong problem-solving mindset are essential to perform well in this position. This is an onsite role in Pleasanton, CA.

What you’ll be doing

Provide day to day technical support to users (onsite and remote), assisting them with their workstations, laptops, productivity software, and audio/visual systems.
Provide white-glove support for our executive leadership when necessary
Provide A/V support for our conference rooms and webinars
Manage incident lifecycle through our ticketing systems (Asana/ServiceNow), ensuring accurate documentation, timely communication, and adherence to SLAs.
Conduct hardware diagnostics, repair, and replacement for desktop computers, laptops, and peripherals.
Collaborate with other teams to provide technical and customer support
Deploy, configure, and maintain standardized corporate images and software packages using MDM tools (Microsoft Intune, Kandji).
Develop and maintain clear, up-to-date documentation (Knowledge Base articles, process guides) for complex troubleshooting procedures.

Minimum Requirements

3 years of hands-on IT Support/system administration experience
3 years supporting and provisioning Windows and macOS devices
Experience supporting a large SaaS environment (Okta, Google Workspace, Zoom, Slack, Kandji, Intune, etc)
Experience administering Okta, Zoom, and/or Google Workspace
Experience with A/V support (ie. conference rooms, webinars, etc)

Preferred Skills & Experience

Exceptional Communication: Must be able to clearly articulate complex technical problems and solutions to both highly technical and non-technical users (verbal and written).
Customer Focus and Empathy: Proven ability to remain patient, calm, and professional while assisting highly frustrated or anxious end-users.
Analytical Problem-Solver: A methodical, logical approach to troubleshooting, with the determination to identify the root cause of an issue rather than just applying quick fixes.
Prioritization: Ability to effectively manage and prioritize a dynamic workload of high-priority incidents and assigned projects.

Below is the base pay range for this full-time position. The actual base pay will depend on several factors unique to each candidate, including one’s skills, qualifications, and experience. At 10x, base pay is also just one component of the Company’s total compensation package. This role is also eligible for 10x’s equity grants, its comprehensive health and retirement benefit programs, and its annual bonus program or sales incentive program. During the hiring process, your 10x recruiter can share more about the Company’s total compensation package.

Pay Range

$104,700—$141,700 USD

About 10x Genomics

At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.

We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.

Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference.

Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law.

10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.

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IT Support Engineer