Support Engineer

The Role

We've been doing a lot of thinking as a team, and what we've landed on is that this person needs to be someone who takes ownership. Real ownership. Not just "I'll close the ticket", but "I'm going to make sure this never happens again" type of ownership. That's the kind of person we're looking for, and frankly, that's the kind of person who's going to thrive here at Palantir.

As an IT Support Engineer, you take real pride of our internal ecosystem, from individual workstations to conference rooms to the systems employees rely on every day. You're the person people turn to when something isn't working, whether they're at their desk, travelling, or preparing for an important meeting.

You're thorough when it comes to troubleshooting. You don't just close the ticket, you make sure the underlying issue is actually resolved. When something keeps coming back, you dig into why and strive to look for a permanent fix. You're proactive by nature and complacency isn't something you settle for, and it’s not something we settle for either. You're constantly looking for ways to eliminate friction, automate the mundane, and elevate the bar for TechOps.

People feel comfortable coming to you with problems because you're approachable and follow through. You're familiar with the needs of executives and senior staff, and you check in proactively when you know something critical is on the horizon like a board meeting, an earnings call, an internal conference or a big reveal rather than taking a back seat.

What sets you apart is how much you care about the growth of the people around you. When you work through a tough ticket with a colleague, you make it a teaching moment. When you solve something new, you document it and share it because the goal isn't just to fix the problem in front of you, it's to make the whole team more capable. You firmly believe that good support scales when knowledge is shared freely, and you lead by example on that.

Core Responsibilities

Executive & VIP Support
• Deliver white-glove IT support to executives and VIP users, developing a deep familiarity with their workflows and technology preferences.
• Proactively reach out during critical patching windows, major rollouts, and high-visibility events to ensure zero disruption.
• Support executive travel and on-site needs, including internal conferences and off-site engagements.

Environment Ownership & Office Health
• Have an intimate understanding of all office hardware. If something is broken, aging, or suboptimal, you are the one who notices and acts.
• Proactively replace ageing hardware and maintain core VTC (Video Teleconferencing) equipment; identify issues early and never kick the can down the road.
• Manage the printer fleet end-to-end, including setup, maintenance, and troubleshooting.
• Maintain FOB office environments to ensure they are always in excellent working order.

Incident Management & Root Cause Analysis
• Initiate tracking of potential business blocking issues and partner with engineering teams to drive to full resolution.
• Go beyond the quick fix — conduct thorough root cause analysis and implement solutions that prevent recurrence.
• Apply a proactive troubleshooting mindset to identify systemic issues before they affect users at scale.

Systems Administration & Automation
• Install, configure, and maintain Windows and Mac workstations across the organisation.
• Implementation of process automations that reduce friction and increase team efficiency.
• Administer and maintain O365 Groups, distribution lists, calendar permissions, and Auto-Reply configurations.
• Troubleshoot and resolve networking and connectivity issues with a solutions-first approach.

Vendor & Product Expertise
• Serve as a key stakeholder in the evaluation of new vendors, tools, and products. Looped in early to validate, test, and become a certified SME before any company-wide rollout.
• Maintain up-to-date knowledge of emerging technologies relevant to the enterprise environment.

Customer Experience & Relationships
• Create clear, empowering how-to guides that help employees solve common issues independently.
• Build and maintain strong working relationships with key business stakeholders across departments.
• Mentor and support IT Support Specialists, providing guidance, knowledge-sharing, and a steady hand when things get complex.

What We Value

• Familiarity with AV systems, Video Conferencing infrastructure, and executive-level support protocols.
• A proactive, ownership-driven mindset. You spot problems before users do and act without being asked.
• Strong communication skills and an innate ability to build trust with people at all levels of an organisation.
• Experience mentoring junior team members.
• Comfort with automation concepts and a drive to eliminate repetitive manual work.
• Logical, methodical approach to troubleshooting with a deep commitment to root cause resolution.
• Professionalism, adaptability, and the ability to thrive under pressure and constant shifting priorities.

What We Require

• 4+ years of experience in desktop or help desk support in a fast-paced environment.
• Willingness to participate in an on-call rotation and ability to travel up to 30% of the time.
• Deep knowledge of Windows and macOS operating environments and common networking fundamentals.
• Hands-on industry experience with LLMs and AI agents, with a deep passion for applying cutting-edge AI technologies to transform IT Support workflows and drive operational excellence.
• Hands-on experience with Active Directory, Exchange, and O365 administration, including Groups, distribution lists, and licensing.