The IT Support Technician V is the senior-most individual contributor on the support track. They handle the highest-complexity tickets in the shared queue while maintaining overall queue health, serving as the final support-level technical escalation point, and acting as a player-coach who sets the technical and quality bar.

Beyond the queue, this role anchors a regional pod and handles day-to-day IT operations for their site, including procurement and regional M&A / new-hire onboarding, with a focus on employee success through the first 90 days. They are also the designated backup who steps in to keep the site and pod running when the IT manager is not present.

Location: Onsite out of our Boston office 5 days a week Monday - Friday

Reports to: IT Support Manager

Queue management

Handles the highest-complexity tickets alongside L3 and L4 and maintains overall queue health: monitors aging, stale, and unassigned tickets; assigns and reassigns by complexity and workload.

Ensures no ticket goes unowned; drives queue hygiene — priority alignment, category accuracy, and closure quality.

Surfaces queue trends to the manager: volume spikes, SLA risk, and recurring issue types.

Escalation and incident management

Serves as the final support-level escalation point and manages the formal handoff to Engineering with full context documented.

Acts as incident commander for significant endpoint or infrastructure incidents — manages the timeline, stakeholder communication, post-incident review, RCA, and follow-on remediation.

Executive / VIP ownership

IT Support Technician V

Responsibilities

Benefits

Company

Axon

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