IT Support Engineer

You will manage Windows and macOS endpoints, device-management systems, identity platforms, and the employee technology lifecycle. You will resolve escalations, deploy devices, manage access and endpoint compliance, support collaboration tools, maintain IT assets, lead onboarding, and create self-service documentation.

Responsibilities

• Support MDM platforms for Windows and macOS devices.
• Resolve device-management escalations and configuration issues.
• Standardize OS images and deployment workflows.
• Monitor endpoint performance and remediate fleet issues.
• Image, set up, and deploy workstations.
• Provision and deprovision user access and manage groups.
• Support authentication methods and troubleshoot users through remote sessions.
• Partner on patch management, vulnerability remediation, and endpoint compliance.
• Manage a high-volume IT ticket queue and meet SLA targets.
• Provide in-person and remote support across North America and EMEA.
• Troubleshoot Microsoft 365 and Google Workspace issues.
• Support conferencing and telephony systems.
• Track hardware and software assets and manage shipping and recovery.
• Lead new-hire IT onboarding sessions.
• Maintain runbooks and self-service documentation.

Requirements

• 5+ years of progressive experience in IT support, end-user services, or systems administration.
• Hands-on enterprise troubleshooting expertise with Windows and macOS.
• Production experience administering an MDM platform, including configuration profiles and policies.
• Working knowledge of Okta, Active Directory, or Entra ID, including SSO and MFA administration.
• Experience with endpoint security and patch-management tooling.
• Proficiency with ServiceNow or Jira Service Management and meeting SLA commitments.
• Administration skills in Microsoft 365 and/or Google Workspace.
• Ability to work with minimal process and high ambiguity.
• Written and verbal communication skills with a customer-service focus.
• Ability to lift and move IT equipment up to 40 lbs.
• Availability for occasional after-hours or weekend maintenance, migrations, and escalations.

Benefits

• Equity