IT Support Engineer

Your Role:

We are looking for a security-conscious IT Support Engineer with 3+ years of experience providing high-touch technical support for global, high-growth organizations. Expert in managing Windows and macOS environments via JAMF and BigFix, with a strong focus on endpoint security and vulnerability remediation. Proficient in using AI tools like Google Gemini and Claude to streamline documentation and accelerate technical troubleshooting. Dedicated to ensuring minimal downtime through proactive infrastructure support and white-glove executive service.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve complex issues related to Windows and macOS, mobile devices, and core business applications.
• Executive & Global Support: Provided high-touch technical assistance to C-suite executives and remote global staff, maintaining minimal downtime for critical business operations.
• AI-Assisted Efficiency: Utilized AI tools to accelerate the creation of technical documentation and internal "How-To" guides.   
• Endpoint Security: Ensure all staff devices are patched, compliant, and secure at all times, often addressing vulnerability tickets directly.
• User Onboarding: Provision hardware and access to Tenable’s services and Applications for new hires. Conduct IT orientation training both in person and remotely ensuring new hires are fully provisioned and trained on Day 1
• Infrastructure Support: Maintain and troubleshoot local office networks, Wi-Fi, and conferencing technologies (e.g., Zoom, Google Workspace).
• Global Collaboration: Partner with global teams in InfoSec, Networking, and Systems Operations to adhere to global IT processes.
• Lifecycle Management: Managed the end-to-end hardware lifecycle, from automated provisioning via Apple Business Manager to secure decommissioning and data destruction.

What You'll Need:

• Experience: 3+ years of technical support experience, ideally in a fast-paced or global high-tech environment.
• OS Proficiency: Strong expertise in configuring and troubleshooting Windows and macOS environments, including VMs, Active Directory, and DNS.
• Technical Stack: Hands-on experience with MSP/MDM tools like JAMF, BigFix, and ticketing system, ServiceNow.
• Networking Knowledge: Solid understanding of TCP/IP, Wi-Fi, and common information security practices.
• Soft Skills: Superior customer service and communication skills, with the ability to explain complex technical guidance to non-technical users.
• Project Management: Ability to lead or participate in internal IT projects independently.

Bonus Points For:

• Familiarity with AWS Workspaces, Okta, or specialized security tools like Nessus.
• Certifications such as CompTIA A+, Network+, or Microsoft/Cisco credentials.
• Experience working with AI tools such as Google Gemini and Claude.