Senior IT Support Engineer II

Description

• 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).
• Collaborate effectively across IT, Engineering, QA, and Customer Success on site projects, troubleshooting sessions, lab upgrades, and office expansion initiatives.
• Manage local conference room equipment, including Chromeboxes, meet hardware, and inventory assignments; maintain asset tracking and lifecycle documentation.
• Administer and document local network infrastructure (switches, firewalls, APs – Meraki, Ubiquiti, etc.), coordinate ISP services, and manage VPN endpoints for secure, policy-compliant access.
• 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.
• In-person, hands-on role supporting office and test lab operations, 4 days a week in office
• Provision user accounts and permissions for both office and test environments (Google Workspace, Twingate, VPN, Intune, Kandji, hybrid/on-prem/cloud services).
• Create, maintain, and update technical documentation: network diagrams, authentication guides, VPN setup procedures, and lab accessibility instructions.
• 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.
• Occasional after-hours support for lab upgrades or escalations may be required
• Diagnose, resolve, and escalate complex hardware, software, and network issues across Windows and macOS workstations, office equipment, and testbench environments.

Requirements

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

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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.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

• Recent hands-on experience with hybrid environment management (on-premises/cloud), advanced endpoint security, and JAMF/Kandji/Intune administration
• Proven track record supporting network infrastructure (Meraki/AP configuration, ISP coordination).
• 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).
• Adaptable learner: willingness to master new tools, manage hybrid on-prem/cloud environments, and adopt modern MDM/asset systems.
• Relevant certifications (e.g., CompTIA, Microsoft, Apple, JAMF, Kandji, InTune) are preferred
• Minimum 3–5 years of experience in Tier 2 IT Support or similar escalation-oriented role.
• Demonstrated project experience supporting cross-functional lab expansions or major IT/office buildouts
• Strong troubleshooting skills in Windows and macOS environments; experience with hardware test labs, rack system setup, and office technology provisioning.
• 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.
• Hands-on experience administering Google Workspace (G Suite), Okta, device management tools (Intune, Kandji), and SaaS platforms for user provisioning and compliance.

Benefits

Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits.

$82,000—$117,000 USD

Training + Development

Interview process

Visa Sponsorship

Security clearance