IT Support Engineer

Requirements

• The ideal candidate has a strong foundation in enterprise support, a genuine curiosity for troubleshooting issues across Windows, Mac, and Linux devices, and an eagerness to grow their skills in a collaborative environment
• This is a fast‑paced role that requires excellent communication, a willingness to take ownership of tasks, and a focus on delivering efficient solutions
• Proven working experience in enterprise technical support, IT support, or as a technical engineer
• Experience with Windows, Mac OS, Linux, iOS, and Android
• Basic understanding of TCP/IP and WiFi technologies
• Experience with Okta, Atlassian, Slack, Google Workspace, and Microsoft
• Strong problem‑solving skills
• Ability to troubleshoot PC hardware issues and applications
• Willingness to take ownership of tasks and see them through to completion, with support from the team when needed
• Excellent communication skills, both written and verbal
• Ability to effectively prioritize and execute tasks in a high‑pressure environment
• Highly self‑motivated and detail oriented
• Exceptional customer service orientation for both internal and external customers
• Experience working in a team‑oriented, collaborative environment
• Ability to work non‑standard hours, holidays, and weekends, and participate in on‑call rotation
• 10% travel required
• Qualified applicants must be able to work from an office location
• (Desirable) Two‑ or four‑year degree in a technical discipline from an accredited college or university; experience can be substituted for a degree
• (Desirable) Familiarity with Intune and/or JAMF is a plus
• (Desirable) Industry standard certifications (CompTIA, AWS, Microsoft, Apple, etc.)
• Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested

• As an IT Engineer on our Global IT Operations team, you’ll be a frontline technician providing hands‑on technical support for our employees worldwide
• You’ll resolve problems related to applications and network connectivity while developing experience with enterprise collaboration platforms
• Desktop & Application Support:
  • Monitor the desktop support queue in Jira Service Management for incoming tier 1 & 2 level tickets and participate in a shift schedule for responding to and dispositioning tickets, including a daily on‑call rotation during normal working hours and a rotating weekend support schedule
  • Resolve common hardware issues pertaining to laptops, printers, peripherals, and mobile devices. Image laptops for deployment and decommission deprecated equipment. Manually install requested software
  • Basic admin level support within our main collaboration toolset – Jira, Confluence, Google Workspace, Slack & Zoom – as well as configuration work within Okta and Active Directory
  • Use internal and external tools to deploy supported software
  • Troubleshoot and respond to incidents and provide repair services to maintain operations
  • Prioritize and address major incidents, outages, and requests
  • Perform routine installations and smaller projects as needed
  • Daily in‑office support
• Technical Solution Design:
  • Contribute ideas for infrastructure‑related improvements at local and remote sites under the guidance of senior engineers
  • Participate in the creation of self‑service materials for use by the rest of the company, such as KB articles and self‑help videos
  • Assist with creating and auditing documentation to help ensure it remains up to date
• People Support:
  • Perform new hire desk setups and moves
  • Perform onboard/offboard activities and licensing for user accounts, including legal holds
  • Handle account management and access to systems as well as account maintenance and cleanup according to established processes
• Facilities and Inventory Support:
  • Work with local vendors to schedule RMAs, repairs, and replacements
  • Ensure all delivered inventory matches POs, maintain received goods listing, and keep sufficient IT and AV inventory levels
  • Perform regular IDF/MDF maintenance
• AV Support:
  • Actively maintain conference room equipment, execute preventative maintenance, and troubleshoot AV/VC infrastructure and equipment issues
  • Support the AV team with regular hardware and software upgrades
  • Maintain and support Open Area Players deployed throughout the office spaces