IT Site Engineer

About Us

Shark Ninjais a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positivelyimpactpeople’s lives in homes around the world.
Powered by two trusted, global brands, Shark and Ninja
, the company has a proven track recordof bringing disruptive innovation to market and developing one consumer product after another has allowed

Shark

Ninjato enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than4,100associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.

At Shark Ninja, we’re building an AI-native culture. We’re not waiting for the future; we’re creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what’s possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn’t been invented yet, you’ll fit right in.

The
IT Site Engineer
is part ofShark

Ninja’sInformation Technology organization and serves as a critical first line of technology support for our associates. The End User Services team enables

Shark

Ninja’sglobal workforce by delivering reliable end-user technology, identity and access support, endpoint management, and responsive IT services that keep associates connected and productive.

Reporting to the
Director, End User Services
, you will resolve technology issues, provision and support hardware and user access, and delivera consistent, high-quality support experience across our office and remote workforce. You will work collaboratively across IT teams, applying strong technical judgment while identifying opportunities to improve processes and the overall associate experience.

You’ll bring

Shark

Ninja’s
Outrageously Extraordinary
mindset to your work through
Relentless Drive for Edge
, continuously looking for smarter ways to improve the support experience, and
Insatiable Impatience for Action
, moving quickly to diagnose issues, restore service, and keep our teams productive.

Success in this role means being
RARELY SATISFIED
and embracing
PROGRESS OVER PERFECTION
—learning from recurring issues, improving processes and documentation, and connecting the dots across systems to continuously strengthen IT support.

• Serve as a first point of contact for IT incidents and service requests, categorizing, prioritizing, tracking, and resolving tickets against established SLAs in Jira Service Management (JSM).
• Troubleshoot Windows and macOS endpoints,WiFiand network connectivity, and computer performance issues, including slow boot, CPU/RAM utilization, and disk health.
• Create and manage user accounts through
  
  Adaxesand Active Directory / Entra , including account unlocks, password resets, group membership, and MFA enrollment or reset.
• Administer Microsoft 365 support requests, including mailbox connectivity, missing mail, send-as permissions, quota issues, calendar permissions, distribution lists, and licenses.
• Support the full associate technology lifecycle, including onboarding, offboarding, and access changes, while maintaining accurate records and following established IT processes.
• Support endpoint provisioning and management using Microsoft Intune, Windows Autopilot, and Jamfacross Windows, macOS, and iOS environments.
• Diagnose technology issues efficiently and escalate to Tier 2 or Tier 3 teams when resolution falls outside Tier 1 scope, keeping associates informed throughout the support experience.
• Create and maintain accurate resolution notes, SOPs, runbooks, and self-service documentation in Confluence, recognizing that
  DETAILS MAKE THE DIFFERENCE
  .
• Participate as a member of the Major Incident Management team, supporting critical incident triage, technical investigation, service restoration, stakeholder communications, escalation, and post-incident review activities.
• Partner with End User Services and other IT teams to resolve issues, share knowledge, and continuously improve the associate technology experience—because
  WINNING IS A TEAM SPORT
  .
• Practice
  COMMUNICATING FOR IMPACT
  b…