IT Support Engineer

The primary objective of the IT Support Engineer is to provide IT support to our offices across the Americas, EMEA, and APAC, focusing on onboarding and offboarding, break-fix, endpoint management, and end-user support. This position reports to the North American (NA) IT Operations Supervisor. 

Essential Functions and Responsibilities

The IT Support Engineer is responsible for providing technical assistance and support to end users within the organization (both in-person and remote support). This role involves troubleshooting hardware and software issues, managing user accounts, and ensuring all desktop systems are operating efficiently. The ideal candidate should have a strong technical background, excellent communication skills, and a customer-focused approach to problem-solving. Responsibilities will include:

• Coordinate problem resolution when hardware or software problems arise. Monitor the status of reported issues until they are resolved, in line with defined service-level agreements (SLAs). Maintain communication with the NA IT Operations Supervisor, informing them of unresolved problems and outstanding issues.
• Provide PC technical support, including monitoring IT tickets, updating the knowledge base, and resolving problems for end users. It also includes training, providing technical assistance with problem resolution, and updating documentation as needed.
• Work closely with our global IT team on the development of documentation, training material, and maintaining the knowledge base.
• Assist, consult, and help troubleshoot issues with end users on the efficient use of desktop software, including Microsoft Office applications, Google Workspace, Adobe, Jira, and Confluence.
• Assist with configuration and setup of servers and workstations related to the computing environment.
• Maintain inventory and tracking of all technical assets (hardware/software).
• Manage the end-to-end employee lifecycle, including onboarding and offboarding, account provisioning and deprovisioning, and device setup and recovery.
• Deploy, patch, and manage Windows and macOS endpoints using modern endpoint management tools (e.g., Microsoft Intune, Windows Autopilot, Automox), ensuring devices meet security and compliance baselines.
• Administer user identities and access in Active Directory and Microsoft Entra ID, including MFA, group membership, and license assignment.
• Plan and manage assigned projects to ensure timely completion of all required activities.
• Make recommendations for future upgrades.
• Support meeting-room and collaboration technology, including Microsoft Teams Rooms and video conferencing equipment.
• Maintain system and system security.
• Provide support and administration for on-prem Jira and Confluence, and Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams) and Active Directory.
• Perform other duties as assigned.

Qualifications

• Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• Certifications (Plus): CompTIA A+, Network+, or Security+; Microsoft 365 Certified: Endpoint Administrator Associate; or equivalent.
• Experience: 3–5 years of experience in IT end user support or a related role.
• Availability: Must be flexible and able to work unusual and variable hours/schedules without supervision, including but not limited to holidays, evenings, or weekends.

Technical Skills:

• Proficiency in Windows and macOS operating systems (Linux OS is a plus).
• Experience administering Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
• Familiarity with Active Directory, Microsoft Entra ID (formerly Azure AD), and basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience with IT ticketing systems (e.g., Jira Service Management, ServiceNow) and other support tools.
• Familiarity with ITIL practices (incident, request, problem, and change management).
• Knowledge of remote desktop tools and VPN technologies.
• Understanding of IT security principles and best practices.
• Knowledge of Atlassian tools such as Jira, Confluence, and Jira Service Management; experience with Atlassian Cloud is a plus.
• Knowledge of software deployment tools (e.g., Windows Autopilot, Automox).
• Knowledge of MDM such as MS Intune is a plus.

Soft Skills:

• Strong problem-solving skills and attention to detail.
• Excellent verbal and written English communication skills.
• Ability to work independently and as part of a team.
• Ability to explain technical concepts clearly to non-technical users and to collaborate with a global team across time zones.
• Customer-service-oriented with a proactive approach to IT support.

Physical Requirements:

• Ability to lift and carry up to 25 pounds.
• May require standing, walking, and sitting for extended periods.