Senior IT Support Engineer

Mujin is the future of industrial robotic systems in production and distribution environments. Our technology gives robots perception and awareness, enabling them to take on more advanced tasks. We aim to revolutionize the use of robotics, focusing on more intellectual challenges.

• Provide L1–L3 IT support for employees: triage requests, troubleshoot complex issues, communicate clearly, and drive tickets to resolution with strong follow-through.
• Act as the US escalation owner: handle high-impact incidents, coordinate with HQ/global teams, and ensure effective handoffs across time zones.
• Own day-to-day IT helpdesk operations for the US region: intake, prioritization, SLA adherence, ticket quality, and continuous improvement of workflows and templates.
• Manage the full employee lifecycle for IT: onboarding, transfers, offboarding, including device provisioning, account setup, access changes, and recovery of assets.
• Administer identity and access management (IAM) tasks (account provisioning, group/role management, access reviews as assigned), following global standards and approval processes.
• Provision, manage, and troubleshoot endpoints and mobile devices (Windows/macOS/Linux/IOS as applicable), including imaging, patching, encryption, EDR, VPN, certificates, and secure configuration baselines.
• Administer and maintain endpoint cloud services and collaboration/SaaS tooling within scope (e.g., MDM, endpoint compliance, device inventory, software deployment), escalating platform-level changes to HQ when required.
• Partner with the US infrastructure engineer and HQ IT teams to support local office IT infrastructure (network connectivity, printers, conferencing, meeting rooms, ISP coordination) and execute approved changes.
• Lead incident and escalation management for the US site: initial containment, user communications, coordination of technical resources, post-incident documentation, and follow-up actions.
• Perform problem management: identify recurring issues, conduct root cause analysis, implement permanent fixes, and reduce ticket volume through automation and standardization.
• Maintain accurate documentation (KB articles, runbooks, onboarding/offboarding checklists, troubleshooting guides) and continuously improve processes aligned with global IT and security policies.
• Support IT and information security controls by implementing approved changes, maintaining compliance evidence (as assigned), and ensuring adherence to policies for endpoints, access, and data handling.
• Manage or coordinate physical access processes for the US office (badges/access provisioning, access logs, coordination with building management/security) and elevate security concerns appropriately.
• Support data protection and privacy practices operationally: least‑privilege access, secure sharing guidance, retention/clean‑up tasks within assigned systems, and timely deprovisioning.
• Champion a security‑aware culture locally through practical guidance, onboarding briefings, and “secure‑by‑default” guardrails (not just training).
• Track US IT assets and assist with purchasing, renewals, vendor coordination, and spend tracking; provide inputs for forecasting and elevate budget needs to global IT leadership.
• 3+ years in IT support / IT operations with hands‑on responsibility for end‑user computing in a business environment (on‑site + remote).
• Experience providing L1–L3 support (or L2 with demonstrated L3 escalation capability), including triage, deep troubleshooting, and clear documentation of findings and next steps.
• Proficiency supporting and troubleshooting macOS and Windows endpoints (provisioning, patching, troubleshooting, and lifecycle support).
• Working knowledge of Linux (Debian‑based preferred) for basic workstation support and user assistance (e.g., troubleshooting, connectivity, packages, permissions).
• Experience with MDM / endpoint management (e.g., Simple
  
  MDM, Jamf, Intune) including device enrollment, compliance, software deployment, and policy enforcement.
• Experience with Microsoft 365 (basic administration): user management, groups, licensing, and troubleshooting common Office/Teams/Outlook issues.
• Familiarity with endpoint…