IT Systems Engineer I

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

📋 Description

• Deliver Level 1 and Level 2 technical assistance to staff within a globally distributed organization.

• Address issues related to hardware, operating systems, applications, account access, connectivity, and workplace technology.

• Oversee incoming support inquiries via helpdesk and ITSM systems, ensuring proper prioritization, documentation, communication, and resolution.

• Identify and resolve common problems across macOS, Windows, web browsers, productivity applications, collaboration tools, and SaaS platforms.

• Refer complex technical challenges to senior IT engineers, security personnel, application owners, or external vendors as necessary.

• Uphold strong service levels and deliver a professional, customer-oriented support experience.

• Recognize recurring issues and participate in root-cause analysis and long-term solutions.

• Assist in the full lifecycle management of corporate endpoint devices, including provisioning, configuration, deployment, maintenance, troubleshooting, replacement, and decommissioning.

• Manage and support macOS and Windows endpoints utilizing modern endpoint management and MDM platforms.

• Work with tools such as Kandji, JumpCloud, Microsoft Intune, or other similar endpoint management solutions.

• Aid in device enrollment, configuration profiles, security policies, application deployment, OS updates, patching, and compliance monitoring.

• Troubleshoot performance issues related to endpoints, encryption, software installation, policy enforcement, and device compliance.

• Provide assistance for remote employees regarding device setup, replacement, recovery, and technical troubleshooting.

• Facilitate end-to-end IT onboarding and offboarding procedures for employees and contractors.

• Provision and deprovision user accounts, devices, applications, groups, and access in accordance with approved requests and role requirements.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.

• 2–5 years of experience in IT Support, Helpdesk, Desktop Support, Endpoint Management, or a related role.

• Strong troubleshooting capabilities in both macOS and Windows environments.

• Familiarity with endpoint management platforms such as Kandji, JumpCloud, Microsoft Intune, Jamf, or similar tools.

• Knowledge of identity and access management solutions, including Okta, JumpCloud, or Microsoft Entra ID.

• Experience in supporting employee onboarding, offboarding, device provisioning, and access management.

• Practical experience with ITSM platforms such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar.

• Familiarity with modern workplace tools like Google Workspace, Microsoft 365, Slack, Zoom, Atlassian, and others.

• Solid understanding of endpoint security, networking basics, and IT service management.

• Basic scripting abilities in PowerShell, Bash, or Python.

• Excellent communication, problem-solving, and customer service skills, with the capacity to prioritize tasks in a fast-paced, remote-first or globally distributed setting.

🏝️ Benefits

• Competitive salary and annual bonus

• Medical coverage

• Life and accidental insurance

• Vacation & leaves of absence (menstrual, flexible, special, and more!)

• Developmental opportunities through education & developmental reimbursements & professional workshops

• Maternity & parental leave

• Hybrid & remote model with flexible working hours

• On-site & remote company events throughout the year

• Tech & WFH stipends & new hire allowances

• Employee referral program

• Premium access to QuillBot