Summary/Objective:
The Technical Support Engineer will support a fast-paced, growing organization with offices, warehouse, and retail locations. The role is hands-on and user-facing, providing end-to-end IT support across corporate infrastructure, cloud platforms, and end-user devices. The role requires comfortability in juggling multiple priorities, thriving in a startup-style environment, and taking ownership of issues from intake through resolution.
The current VICI environment is approximately 70% macOS and 30% Windows, with heavy use of Microsoft 365, Google Workplace, and e-commerce SaaS applications.
Essential Functions:
· Provide day-to-day Level 1–2 IT support to employees via email, ticketing system, phone, in-person, and remote tools
· Troubleshoot and resolve hardware, software, network, and application issues across macOS, Windows, and mobile devices
· End-to-end user life cycle management across Microsoft 365, Google Workspace, and other SaaS platforms
· Manage employee onboarding and offboarding, including device setup, software provisioning, access control, and asset
recovery
· Configure, deploy, and support desktops, laptops, printers, scanners, mobile devices, and peripherals
· Assist with technical documentation, SOPs, and end-user knowledge base articles. SME of applications and hardware they
support.
· Monitor systems and respond to security alerts, phishing attempts, endpoint issues, and potential cybersecurity threats
· Assist with endpoint management policies, patching, updates, and compliance using Iru and Microsoft Intune
· Support network connectivity issues including Wi-Fi, VPN, and basic WAN/LAN troubleshooting
· Provide support for Shopify and various connected e-commerce apps (Returns, gift cards, reporting, tax, and duties).
· Support warehouse and retail technology including handheld scanners, POS systems, and enterprise WMS platforms
· Participate in IT projects such as system rollouts, upgrades, migrations, and process improvements
· Follow IT best practices related to security, access control, backups, and data protection
Competencies/Requirements:
· Strong experience supporting end-user hardware, software, and operating systems
· Hands-on experience with: macOS and Windows, iOS / mobile device support
· Experience administering: Microsoft 365 (Exchange, SharePoint, OneDrive), Google Workspace, Zoom, Meraki, Shopify
· Experience with endpoint management tools such as Iru and Microsoft Intune
· Familiarity with remote support tools and ticketing systems
· Understanding of basic networking concepts (DNS, DHCP, VPN, Wi-Fi)
· Strong troubleshooting and problem-solving skills
· Ability to communicate clearly with both technical and non-technical users
· Highly organized, self-motivated, and able to manage multiple requests simultaneously
· Comfortable working independently and collaboratively in a fast-paced environment
· Experience supporting warehouse or retail environments is a strong plus
Preferred Experience
· Experience managing handheld scanners and mobile warehouse devices
· Experience supporting enterprise Warehouse Management Systems (WMS)
· Familiarity with security tools such as endpoint protection, MFA, and phishing reporting
· Prior experience in a startup or high-growth company
Work Environment: Office environment
Education and Experience:
· Degree or diploma in Computer Science, Information Technology, or a related field, or equivalent hands-on experience
· 3–5 years of experience in IT support, help desk, or systems administration roles
Expected Hours of Work:
· This position is hybrid, with 4 days at a worksite (scheduled but flexible as business requirements demand)
· The worksite is the Distribution Center in Fairfield, or less often the Corporate office in Walnut Creek
· This is a full-time, regular position
· Some travel may be required to support local office/retail store needs
VICI is committed to growing and empowering a more inclusive community within our company, and industry. That is why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. VICI is an equal opportunity employer and dedicated to diversity and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, marital status, pregnancy status, veteran status, or disability status. We believe that a variety of perspectives will make our teams and business stronger.
