IT Support Engineer

About the Role Link Technologies is seeking a hands-on IT Support Engineer to serve as the primary on-site IT resource at HQ and the face of IT for teammates daily.

This is a highly independent role where you will own day-to-day IT operations while collaborating closely with a distributed IT leadership team operating in a different time zone. The ideal candidate is proactive, process-driven, communicates effectively, and knows when to escalate issues appropriately. You should be comfortable bringing structure to ambiguity while operating with minimal supervision.

What You’ll Do Helpdesk & End-User Support

• Serve as the primary on-site IT resource at HQ (approximately 95% on-site), supporting teammates with hardware, software, and account-related issues
• Maintain the Jira Service Desk queue and resolve tickets within established SLAs
• Troubleshoot and diagnose laptops, mobile devices, conference room A/V systems, and peripherals
• Deliver outstanding customer service as a trusted and visible member of the IT team
• Manage the full user account lifecycle, including onboarding and offboarding
• Provide occasional remote or on-site support for satellite offices and additional locations as needed

Networking & Infrastructure

• Troubleshoot and resolve networking issues including connectivity, switching, wireless, and VPN-related concerns
• Coordinate with ISPs and vendors on circuit or hardware issues and escalate complex incidents with clear documentation
• Schedule and perform equipment upgrades, replacements, and configuration changes in accordance with change management procedures
• Participate in scheduled after-hours or weekend support rotations for infrastructure-related emergencies

Identity & Access Management

• Administer user accounts, groups, and access policies in Okta or a comparable SSO/IdP platform
• Integrate SaaS applications using SAML/SCIM and manage provisioning and deprovisioning workflows
• Administer Microsoft 365 environments including Azure AD/Entra ID, Exchange, SharePoint, and Teams
• Support security and GRC initiatives by implementing and documenting approved access changes and patching procedures

Asset & Process Management

• Maintain accurate hardware inventory records and asset configuration documentation
• Create, update, and follow operational runbooks and IT procedures
• Coordinate with the broader IT team on cross-functional initiatives and organizational projects
• Stay current on emerging technologies and recommend improvements where appropriate

• 3+ years of IT helpdesk or desktop support experience in a corporate environment
• CompTIA Network+ certification or equivalent demonstrated networking knowledge
• Strong networking fundamentals with the ability to troubleshoot LAN/WAN issues, Cisco firewall and switching infrastructure, Meraki APs/MDM, and VPN configurations
• Hands-on experience with Microsoft 365 technologies including Azure AD/Entra ID, Exchange, SharePoint, Teams, and Intune MDM
• Working knowledge of SSO/SAML/SCIM concepts and experience integrating SaaS applications into Okta or a similar IdP platform
• Excellent customer service and communication skills with both technical and non-technical stakeholders
• Proven ability to manage workload independently, prioritize effectively, and follow through with minimal oversight
• Comfort collaborating with leadership across multiple time zones using strong asynchronous communication practices

Nice to Have

• Cisco CCNA certification or equivalent hands-on Cisco networking experience
• Experience with Okta Workflows for identity automation and provisioning
• Experience managing macOS endpoints via Addigy, Windows/cross-platform environments via NinjaRMM, and wireless/MDM solutions via Meraki
• Experience with Jira Service Management or similar ITSM platforms
• Exposure to vulnerability and patch management workflows
• Basic scripting or automation experience using PowerShell, Python, or similar technologies
• Familiarity with compliance frameworks such as SOC 2 Type II or ISO 27001

Working Style & Expectations This role is best suited for someone who takes ownership and operates with a high degree of accountability and independence. While established processes, escalation paths, and a collaborative IT team are in place for support, success in this position requires consistency, initiative, strong communication, and a commitment to delivering an exceptional end-user experience.