Senior IT Support Engineer

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.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

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.

What You'll Do :

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

What We're Looking For :

Important to Note : Position based in Buffalo, NY office. In-person, hands-on role supporting office and test lab operations. Occasional after-hours support for lab upgrades or escalations may be required.

Pay Transparency

The compensation range for this position will depend on where you reside. For this role, the compensation range is United States $82,000 - $112,000 USD. Motive offers benefits including health, dental, vision, paid time off, disability coverage, life insurance, and 401k contribution. Learn more about benefits at Motive Perks & Benefits.

Creating a diverse and inclusive workplace is one of Motive\'s core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

We respect candidate privacy and are committed to compliance with applicable privacy laws. By submitting an application, you acknowledge our Candidate Privacy Notice.

Relevant regulatory and security notices as required by law may apply, including export control considerations where applicable.

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