Sr Technical Services Engineer, Help Desk

Job Description

Job Description

We are CARIAD, an automotive software development team with the Volkswagen Group. Our mission is to make the automotive experience safer, more sustainable, more comfortable, more digital, and more fun. To achieve that we are building the leading tech stack for the automotive industry and creating a unified software platform for over 10 million new vehicles per year. We're looking for talented, digital minds like you to help us create code that moves the world. Together with you, we'll build outstanding digital experiences and products for all Volkswagen Group brands that will transform mobility. Join us as we shape the future of the car and everyone around it.

​Role Summary:

The Sr Technical Services Engineer, Help Desk plays a pivotal role in establishing IT as a Service at CARIAD Inc., with a focus on user support, network reliability, and comprehensive hardware and software asset tracking. In this role, you will be responsible for shaping and delivering key IT support services, including Help Desk operations, office network administration, and asset lifecycle management as part of broader IT service management initiatives.

This individual contributor role serves as a senior escalation point for complex technical issues, working closely with cross-functional teams and stakeholders to drive service excellence. Your contributions will directly support a stable, efficient, and user-centric IT environment across the organization.

Role Responsibilities:

​Help Desk Support:

Objective:

• To ensure efficient and high-quality IT support by overseeing ticket resolution, onboarding and offboarding users, maintaining service standards, and ensuring customer satisfaction. To manage support workflows, handle escalated issues, monitor performance metrics, and contribute to process improvement and documentation.

Key Responsibilities:

• Proficient in operating systems (Windows, macOS, iOS, and Ubuntu), networks, hardware, software, and troubleshooting common issues.
• Support onboarding/offboarding processes, user access setup, and compliance tasks.
• Skilled in using ticketing systems (e.g., JSM, Jira), remote support tools, and monitoring platforms.
• Familiarity with IT service management (ITSM) principles and frameworks (e.g. ITIL).
• Skilled in handling escalations, managing team conflicts, and resolving customer complaints.
• Lead the operation and continuous improvement of Help Desk services, including SLA definition, monitoring, and reporting.
• Mentor junior Help Desk administrators.
• Track KPIs, provide feedback, and manage team performance through coaching and reviews.
• Able to explain technical issues to non-technical users; communicate clearly with stakeholders.
• Strong analytical skills to identify trends, root causes, and long-term solutions.
• Capable of balancing urgent requests with long-term improvement initiatives.
• Ability to identify inefficiencies and implement improvements.
• Oversee digital workplace tools, software provisioning, user support flows, and collaboration platform efficiency.
• Participate in incident, change, and problem management processes.
• Maintain accurate and up-to-date documentation, SOPs, and user guides.

Network Support:

Objective:

• To serve as a trusted technical partner in the execution of network initiatives. It plays a vital role in maintaining system stability, supporting infrastructure deployments, troubleshooting issues, and helping ensure strategic objectives are successfully achieved. Success in this role requires a proactive, hands-on approach and close collaboration to drive operational excellence across the network environment.

Key Responsibilities:

• Provide second-line support to internal teams and end users as needed.
• Support system upgrades and migrations under the guidance of the Principal Engineer.
• Assist in the implementation of network and AV hardware, including cabling and configurations.
• Contribute to the onboarding and integration of new systems into the network environment.
• Assist in the implementation and ongoing maintenance of network security measures.
• Support audit and compliance initiatives by maintaining accurate documentation and performing system checks.
• Collaborate with the Help Desk, vendors, and other IT teams to coordinate issue resolution and service delivery.

ITSM – Asset Management:

Objective:

• To manage and maintain the lifecycle of desktop software and hardware assets, ensuring compliance, security, cost-efficiency, and optimal performance through accurate inventory, licensing, deployment, and retirement processes.

Key Responsibilities:

• Maintain an accurate and up-to-date inventory of all hardware and software assets.
• Track asset lifecycle from procurement to retirement.
• Monitor software usage and ensure license compliance.
• Assist with ordering hardware and software based on usage trends and organizational needs.
• Manage proper disposal or reassignment of retired assets following security protocols.
• Generate reports on asset status, software usage, and compliance for internal and external audits.

​General Skills:

• Strong customer service orientation and end-user support capabilities.
• Excellent verbal and written communication skills.
• Effective organizational and prioritization abilities.
• Analytical mindset with strong problem-solving skills.
• Familiarity with ITIL practices, including asset, incident, problem, and change management.

​Required Specialized Skills:

• Proficient in troubleshooting and supporting Windows, macOS, iOS, and Ubuntu operating systems.
• Working knowledge of helpdesk ticketing systems and remote support platforms.
• Hands-on experience with network administration (e.g., switches, firewalls, DNS, DHCP, VPN, wireless technologies).
• Skilled in monitoring and managing SaaS and on-premises network tools.
• Experienced in hardware/software asset tracking and lifecycle management.
• Solid understanding of incident escalation procedures and change control workflows.

Desired Skills:

• Exposure to identity and access management tools (e.g., Azure AD/Entra, SailPoint, Zscaler).

​Workplace Flexibility:

• A flexible work schedule is required, including the ability to address issues outside of standard business hours.
• Up to 20% travel may be required.

​Years of Relevant Experience:

• 6+ years of experience in IT support and helpdesk environments.
• 2+ years in a senior or lead technical support role (individual contributor).

​Required Education:

• ​Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

​Desired Education:

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• Apple Certified Support Professional (ACSP)
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation Certification

Compensation

Salary range is dependent on factors such as geographical differentials, credentials or certifications, industry-based experience, qualification and training. In the city of Mountain View, CA, the salary range for this position is $136,990.00 - $198,790.00.

CARIAD, Inc. provides performance based merits and annual bonus along with a competitive benefits package. Benefits include medical, dental, vision, 401k with employer match and defined contribution plan, short and long term disability, basic life and AD&D insurance, employee assistance program, tuition reimbursement and student loan repayment plans, maternity and non-primary caregiver leave, adoption assistance, employee referral program and vacation and paid holidays. We also offer a unique vehicle lease program that covers registration and insurance fees.

CARIAD is an Equal Opportunity Employer.  We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.