IT Support Engineer (US Shift)

About the Role

 

End-User Technical Support

• Provide Level 1 and Level 2 technical support for macOS, Windows, business applications, network connectivity, VPN, SSO, and related IT services.
• Troubleshoot and resolve technical issues for employees across multiple regions and time zones.
• Manage, prioritize, and resolve IT support tickets within defined SLAs.
• Escalate complex issues to relevant vendors or internal teams and follow through until resolution.
• Provide a high-quality end-user support experience through clear communication and timely updates.

Onboarding & Offboarding

• Configure, provision, and deploy laptops and other devices using MDM tools.
• Create, modify, suspend, and deactivate user accounts across business applications.
• Provision appropriate application access based on role and business requirements.
• Coordinate laptop shipment, access setup, and other IT requirements to ensure a smooth onboarding experience.
• Ensure timely access revocation, device recovery, and appropriate data handling during employee offboarding.
• Maintain accurate onboarding and offboarding records.

Device & Asset Management

• Maintain accurate device inventory and asset tracking records.
• Manage the complete lifecycle of IT assets, including allocation, upgrades, repairs, replacements, returns, and disposal.
• Coordinate laptop repairs, replacements, shipping, and logistics.
• Ensure devices are configured and secured according to company security standards.
• Monitor device compliance, encryption, OS versions, and overall security posture through MDM platforms.

Application & System Support

• Support and administer business applications such as Google Workspace, Microsoft 365, Slack, Jira, Zoom, 1Password, and other SaaS applications.
• Troubleshoot application, authentication, SSO, and access-related issues.
• Support application integrations and configuration changes.
• Assist with user access management, license allocation, and application provisioning.
• Monitor system and application dashboards for operational, security, and compliance-related issues.
• Coordinate with vendors and application support teams when required.

Security & Compliance Support

• Ensure endpoints meet defined security baselines, including encryption, patching, monitoring, and device compliance.
• Support SOC 2 and ISO compliance activities, including evidence collection and documentation.
• Assist with periodic user access reviews and compliance reporting.
• Support security awareness initiatives and remediation of endpoint or application-related compliance findings.
• Follow established IT security policies, access control procedures, and change management processes.

Project Support

• Support application integrations and system improvements across platforms such as Google Workspace, Slack, Jira, MDM, and other business applications.
• Assist with IT projects related to automation, scalability, security, compliance, and operational efficiency.
• Participate in the implementation and ongoing support of compliance frameworks such as ISO 27001 and ISO 42001.
• Support technology migrations, application rollouts, and process improvement initiatives as assigned.
• Participate in project-based activities based on business and IT priorities.

Documentation

• Maintain IT process documentation, troubleshooting guides, knowledge-base articles, and SOPs.
• Keep onboarding, offboarding, asset issuance, and asset return records up to date.
• Document application configurations, recurring issues, and resolution steps where required.
• Ensure IT documentation remains accurate and updated as processes and systems change.

Required Skills & Experience

Willingness and ability to work during US shift timings.
Strong hands-on experience with macOS and Windows laptop setup, configuration, administration, and troubleshooting.
Strong understanding of Google Workspace and Microsoft 365 administration.
Experience with MDM platforms such as Rippling, Microsoft Intune, Jamf, Kandji, or similar tools.
Experience supporting SaaS applications, SSO, MFA, and user access management.
Understanding of networking concepts, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, and connectivity troubleshooting.
Basic understanding of IT security and compliance requirements.
Experience working with IT ticketing systems and managing requests within defined SLAs.
Strong troubleshooting, analytical, and problem-solving skills.
Strong communication and documentation skills.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Ability to coordinate effectively with employees, vendors, and internal teams across different time zones.

Nice-to-Have Skills

• Experience working in a global or remote-first organization.
• Experience supporting a fast-growing SaaS or technology company.
• Experience supporting SOC 2, ISO 27001, ISO 42001, or similar compliance frameworks.
• Experience with endpoint security, device compliance, and security monitoring.
• Experience managing IT assets and supporting laptop logistics across multiple locations.
• Experience supporting application integrations and IT automation initiatives.
• Familiarity with identity and access management practices.

What Success Looks Like

• Employees receive timely, reliable, and high-quality technical support across global time zones.
• IT tickets are effectively prioritized and resolved within defined SLAs.
• Employee onboarding and offboarding processes are completed smoothly and securely.
• Devices and IT assets are accurately tracked and managed throughout their lifecycle.
• Business applications, user access, and endpoint environments are maintained securely and efficiently.
• Devices consistently meet established security and compliance requirements.
• IT documentation, knowledge-base articles, and operational records remain accurate and up to date.
• The IT function continues to scale effectively as Findem grows.