Senior Executive IT Support Engineer - Blackline

It's fun to work in a company where people truly believe in what they're doing!

At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.

Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.

Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.

Work, Play and Grow at BlackLine!

The Senior Executive IT Support Engineer position is responsible for providing technical support to the IT staff as well as first and second level IT support to the BlackLine community.

This position will provide a high degree of support for VIPs and C-Suite personnel inside of BlackLine. Support includes installation and testing of computer systems (both Windows and Mac) and peripherals with established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The Senior Executive IT Support Engineer will work closely with the Desktop Engineering Team and the Manager of IT Employee Experience to identify opportunities within the IT landscape for improvement and review.

• Acts as SME and first point of contact for Executive and VIP level customers internal to BlackLine (e.g. C-Suite employees)
• Provides high levels of customer service to BlackLine employees while triaging and resolving their technology-related incidents
• Provides level 1 and level 2 technical support for users running Mac OS and Windows operating systems within an Azure Active Directory environment
• Analyze, diagnose and resolve complex desktop end user problems and suggest corrective solutions for users on both Windows and Mac OS platforms
• Setup new hire desks with computer equipment and peripherals
• Responsible for coordinating purchases of hardware and software, including hardware lifecycle management
• Ability to competently communicate technical concepts to the lay person and all levels of management in person and by phone
• Handle system administration of enterprise desktop asset management software tools
• Track and route problems, requests and document resolutions
• Prepare reports around SLAs, help desk statistics, business processes, etc.
• Assists with the implementation of software upgrades and installations including hardware migrations
• Document IT processes and policies
• Printer support
• Vigilant email review to provide the best support experience
• Participates in 24/7 on-call rotation
• Ownership of Desktop-level projects as needed
• Interfaces with other technology groups to serve as IT Desktop SME for any POC setups
• Implements or assists in the implementation of administrative toolsets (Jira, Confluence, Device42, etc.)

• College degree or equivalent experience

• Mininum 5 years’ experience working with vendors, suppliers, and business unit

• Minimum 3+ years’ experience supporting ‘VIP’ level customers in an enterprise environment

• Expert knowledge of Windows and Macintosh computers, printers, and basic networking

• Expert knowledge of meeting room technology

• Expert knowledge and experience with customer service practices and processes

• Positive attitude and ability to remain flexible

• Process orientation to help the help desk grow into standardized processes

• Oral and written communication skills to successfully support users in a positive and engaging manner

• Expert experience collaborating with peers

• Ability to learn quickly, and adapt to new situations and new scenarios

• Strong orientation toward customer service

• Proven ability to analyze problems in various situation by leveraging available resources

• Ability to remain positive and even thrive in scenarios that require significant adaptability

• Must be able to plan and remain organized under significant workload and stress

• Must be detail oriented to resolve issues to closure

• Ability to work in fast paced environment

• ITIL Certification desired
• Microsoft Certifications desired (e.g., MC Fundamentals, Associate, Expert)
• Apple Professional Certifications desired (e.g., ACMT, ACDT, ACTC, ACSA)

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.

BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.

Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location. In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans.