IT Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage escalations from Tier 1 support and the service desk until resolution, adhering to established SLAs.

• Oversee regional IT incident response, which includes conducting root-cause analyses and creating post-incident reports.

• Provide support during US hours as part of a follow-the-sun support model, ensuring effective handovers to teams in the UK and New Zealand.

• Administer Microsoft Entra ID, focusing on user management, group settings, SSO integrations, Conditional Access, and MFA.

• Execute joiner, mover, and leaver processes, utilizing lifecycle automation from HiBob.

• Conduct regular access reviews for compliance and security.

• Manage macOS and Windows devices using IRU, Apple Business Manager, and Intune, including configuration profiles, compliance policies, patching, and application deployment.

• Oversee device provisioning, zero-touch enrollment, asset records, and secure disposal processes.

• Administer Microsoft 365 and other SaaS applications, handling licenses and vendor support cases.

• Automate repetitive tasks using PowerShell, shell scripting, Power Automate, and APIs.

• Contribute to the development and enhancement of conversational AI ticketing tools.

• Write and update knowledge base articles and runbooks for reference.

• Implement security baselines and address issues identified by endpoint, identity, and vulnerability management tools.

• Provide documentation and evidence for audits and certifications, including ISO 27001, SOC 2, Cyber Essentials, and FedRAMP.

• Support IT projects involving system migrations, new tool implementations, and process enhancements.

• Collaborate with Engineering, People, Finance, and Security teams to introduce new tools, including those focused on AI.

⛳️ Requirements

• Previous experience in IT support or engineering, with time spent at the second-line level.

• Experience providing support to staff across various regions, preferably within a SaaS or technology organization.

• Proficient in administering a diverse macOS and Windows environment.

• Experience with Microsoft Entra ID administration, including SSO (SAML/OIDC), Conditional Access, and MFA.

• Familiarity with Apple MDM solutions (such as Jamf Pro, Kandji, or IRU) and Intune in a production setting.

• Knowledge of Microsoft 365 administration, including Exchange Online, Teams, OneDrive, and SharePoint.

• Experience scripting in PowerShell or Bash/zsh, with a demonstration of a manual process that has been automated.

• Familiarity with Jira Service Management or a comparable ITSM tool.

• Strong understanding of endpoint security, patch management, and least-privilege access principles.

• Basic networking knowledge, including office Wi-Fi, DNS, and VPN troubleshooting.

• Experience with SaaS application migrations.

• Proficient in using Apple Business Manager across multiple entities and capable of macOS scripting for MDM purposes.

• Knowledge of Microsoft Purview, Defender for Endpoint, or Intune compliance reporting.

• Experience with Python, Power Automate, or REST API integrations.

• Familiarity with conversational AI ticketing solutions.

• Experience in audit and controls for ISO 27001, SOC 2, or FedRAMP compliance.

• Knowledge of HiBob or other HR-system-driven provisioning processes.

• Relevant certifications such as MD-102, SC-300, MS-102, Apple Certified Support Professional, Jamf 100/200, ITIL 4 Foundation, or CompTIA Security+ are preferred.

• Applicants must reside in the United States.

• Applicants must be U.S. citizens.

• Must successfully pass a background check.

• Must be comfortable working US hours and effectively managing handovers across time zones.

• Ability to communicate technical issues in simple terms.

• A keen interest in automation and AI, along with a commitment to continuous learning.

🏝️ Benefits

• Unlimited paid time off (PTO).

• Enhanced parental leave benefits.

• Opportunities for professional development.

• Annual wellbeing allowance.

• Home office setup allowance for new joiners.

• Additional paid leave, including your birthday off and days off between Christmas and New Year’s Eve.

• Fully remote work environment.

• Some travel may be required.