IT Support Engineer

Devo DBA Strike
48 is developing an agentic, workflow-native intelligence platform designed to operate across modern security, IT, and data environments. Rather than introducing another isolated tool, Strike
48 enables organizations to orchestrate workflows and outcomes across existing systems with greater speed, clarity, and control.

We are building the company deliberately, with a strong emphasis on execution, partner leverage, and long-term value creation.

We are seeking a proactive and detail-oriented IT Support Engineer to join our Corporate IT team. This role requires 3–5 years of experience in administering and supporting business applications and IT infrastructure. The ideal candidate will be a key contributor to the stability and reliability of our enterprise technology stack, ensuring our employees have the tools they need to succeed.

You will assess, implement, and support in-house information systems (end-points and SaaS) to ensure efficient operation across all Devo products and organizational functions. This role requires a strong commitment to the ITIL framework, a foundational understanding of identity and access management (IAM), and a willingness to provide exceptional support to our global internal users.

The primary focus of this role is the ongoing support, management, configuration, and monitoring of our Corporate IT infrastructure and SaaS application architecture. You will work within the ITIL framework to ensure best practices and procedures are maintained, adhering to SLA benchmarks and established SOPs. This role will:

• Customer Service & Support:
  Provide technical support to global employees, resolving hardware, software, network, and SaaS issues while maintaining established SLAs.
• Application Management:
  Administer a portfolio of SaaS-based business applications (e.g., Google Workspace, Atlassian, Slack), ensuring optimal performance, security, and user experience.
• Endpoint & Security:
  Support and configure Apple macOS, iOS, Linux, and Windows clients with an elevated focus on endpoint security and MDM configuration (Kandji, VMware UEM).
• Identity & Access Management (IAM):
  Oversee IAM configurations to ensure secure and appropriate user access across all managed systems using Google Workspace and Okta as Identity Providers.
• Lifecycle Management:
  Work closely with HR Operations for new-hire onboarding, including account provisioning, laptop deployment, and hardware upgrades.
• Ticketing & Documentation:
  Manage incidents, requests, and changes within our ticketing system (JSM); identify and document technical problems and solutions.
• Inventory & Compliance:
  Maintain an up-to-date IT hardware inventory and CMDB, ensuring alignment with SOC 2 and PCI compliance objectives.
• Infrastructure Stability:
  Adhere to strict change control processes for all application updates and system modifications to minimize risk and maintain a stable environment.
• Vendor
  
  Collaboration:
  
  Liaise with vendors and service providers for troubleshooting, change management, and escalations.

• Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
• Devises solutions based on precedent and adapts existing approaches to resolve issues.
• Works with normal to limited supervision, with work reviewed for accuracy at critical points.

• Enhances relationships with internal partners across complex business lines.
• Adapts communication style to different audiences, often advising others on technical matters.

As this is a global organization, this role may occasionally be asked to attend conference call meetings outside of normal respective office hours.

• Highly motivated to learn new technologies and leverage modern tools, including AI, to extend capabilities.
• Strong analytical thinking with a focus on documentation and knowledge management.
• Ability to thrive both independently and in a remote team dynamic within a multicultural environment.
• Strong written and verbal communication skills; able to foster collaborative relationships.
• Ability to manage multiple work streams concurrently and deliver on-time results.
• Comfortable in an informal environment where teamwork, accessibility, and pragmatism are emphasized.

• Minimum of 3–5 years of related experience in a technical service or application support role.
• Bachelor’s or Associate's degree preferred.
• Proven experience administering Google Workspace, Atlassian products (Jira, JSM, Confluence), and other enterprise SaaS solutions.
• Experience managing and deploying MDM solutions (Kandji, VMware UEM preferred) and familiarity with IAM concepts (Okta administration is a plus).
• Proficiency in supporting macOS and Windows; efficiency in supporting Linux is highly preferred.
• ITIL, CompTIA A+, or equivalent certifications are a plus.
• This position may require up to 10% travel.
• Minimum of 4-days in-office.>
• Must be local to commute to office in Boston, MA.