This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Engineer based in the United States.
This role is responsible for delivering reliable IT support across a growing, remote-first organization with a strong Apple and macOS environment.
You will support end users with varying levels of technical expertise while maintaining the systems, applications, devices, and workflows they rely on every day.
The position combines hands-on troubleshooting, endpoint administration, SaaS management, compliance support, and system administration.
You will work closely with IT leadership to establish scalable support processes and continuously improve the employee technology experience.
The role also provides opportunities to automate reporting, evaluate new technologies, and contribute to security and compliance initiatives.
Strong communication and customer service skills are essential, as you will translate technical issues into clear, practical solutions.
This is an ideal opportunity for a self-directed IT professional who enjoys solving complex problems in a distributed environment.
Accountabilities
- Provide end-user and workstation support for remote employees, with a primary focus on macOS devices and Apple-centric technology environments.
- Administer user licenses, accounts, permissions, and access across SaaS, PaaS, and IaaS platforms, including Google Workspace, Microsoft 365, Slack, Jira, Confluence, VPN, OneLogin, and 1Password.
- Monitor macOS laptops to ensure reliable operation, security, performance, and working condition.
- Evaluate hardware and software upgrades and coordinate deployment and rollout activities for remote users.
- Configure, prepare, and distribute macOS laptops for new and existing employees.
- Maintain accurate inventories of laptops, mobile devices, applications, and other IT assets.
- Administer and maintain an Apple-focused Mobile Device Management environment; experience with Mosyle is advantageous.
- Provide technical support, application training, and troubleshooting assistance to end users with varying levels of technical expertise.
- Triage and resolve application, workstation, connectivity, and access-related issues while providing a high standard of customer service.
- Assist with evaluating new software, hardware, vendors, and technology products to support organizational needs.
- Track and document system and user changes through web-based helpdesk and support systems.
- Produce monthly and quarterly system access, software usage, and compliance reports using web-based tools as well as Bash and/or Python scripts.
- Analyze reporting results and provide recommendations for improving systems, processes, access controls, and technology operations.
- Maintain upgrades and configurations for a public WordPress-based website.
- Monitor and triage alerts from business and technology platforms, security systems, and communication services, including Sophos and Twilio.
- Participate in an on-call rotation, with availability for at least one week per month to respond to critical system notifications.
Requirements
- Bachelor’s degree in Information Technology, Computer Information Systems, Computer Science, or a related technical discipline.
- 5+ years of professional experience in information technology, including technical support, systems administration, and/or development.
- 3+ years of hands-on experience using command-line tools in Linux or macOS environments.
- Strong understanding of common networking and communication protocols, including HTTPS, SMS, SMTP, SIP, TCP/IP, and SCP.
- Strong troubleshooting and analytical skills with the ability to diagnose technical issues and develop practical solutions.
- Excellent verbal communication, customer service, organizational, and attention-to-detail skills.
- Ability to explain technical concepts clearly to users with varying levels of technical expertise.
- Self-motivated and capable of working independently with minimal supervision in a remote environment.
- Experience administering SaaS applications, user accounts, access controls, endpoint devices, and IT assets.
- Experience with Bash and/or Python scripting for automation, reporting, or systems administration is valuable.
- Experience working in regulated environments is preferred, particularly environments governed by HITRUST or HIPAA requirements.
- Familiarity with AWS products and services is a plus.
- Experience managing and configuring OneLogin is a plus.
- Experience with Apple-focused Mobile Device Management platforms, particularly Mosyle, is advantageous.
- Ability and willingness to participate in an on-call rotation for critical system notifications.
Benefits
- Opportunity to join a growing, distributed organization in a senior technical support capacity.
- Remote work environment supporting geographically distributed end users.
- Broad technical scope spanning endpoint management, SaaS administration, system administration, compliance, automation, and IT operations.
- Opportunity to help establish and improve scalable IT support processes and workflows.
- Exposure to Apple/macOS technologies, cloud platforms, SaaS applications, security tools, and infrastructure systems.
- Opportunity to contribute to compliance, reporting, automation, and technology evaluation initiatives.
- Senior-level collaboration with IT leadership and other technical team members.
- Compensation and additional benefits were not specified in the provided job description.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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