Senior Support Engineer

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

📋 Description

• Develop and uphold IT support processes and workflows in collaboration with the Director of IT and another Senior Support Engineer.

• Oversee user licenses and accounts across platforms such as Google Workspaces, Office 365, Slack, Jira, Confluence, VPN, OneLogin, and 1Password.

• Monitor MacOS laptops, assessing, coordinating, and implementing software and hardware upgrades for remote users.

• Configure and distribute MacOS laptops to both new and existing staff members.

• Manage inventories for laptops, mobile phones, and applications.

• Maintain an Apple-centric Mobile Device Management solution.

• Offer IT support and application training to end users.

• Diagnose and resolve end-user application issues.

• Assist in evaluating software and hardware vendors and products.

• Track and document system and user modifications using web-based helpdesk software.

• Generate monthly and quarterly reports on system and software access and usage utilizing web-based and Bash/Python script-based tools.

• Provide insights based on the findings from regular reports.

• Oversee the upgrades and configuration of a public WordPress-based website.

• Respond to alerts from the 86borders.com platform, Sophos, and Twilio.

• Be available on call for at least one week each month to address critical system notifications.

⛳️ Requirements

• Bachelor's degree in IT, Computer Information Systems, computer science, or a related field is required.

• Over 5 years of experience in Information Technology, encompassing support, administration, and development.

• More than 3 years of experience using command-line tools in a Linux or MacOS setting.

• Comprehensive understanding of HTTPS, SMS, SMTP, SIP, TCP/IP, and SCP protocols.

• Excellent oral communication, customer service, organizational skills, and attention to detail.

• Self-driven and capable of working with little oversight.

• Experience in regulated environments such as HITRUST and HIPAA is preferred.

• Familiarity with AWS products is advantageous.

• Experience in managing and configuring OneLogin is beneficial.

• Knowledge of Mosyle is a plus.

• Willingness to be on call for at least one week each month to respond to critical system alerts.

🏝️ Benefits

• Remote work opportunities.

• On-call schedule of at least one week per month (responsibility included in job duties, not a separate compensation benefit).