IT Support Engineer

Our client is seeking an experienced IT Support Engineer to provide high-touch technical support within a fast-paced and dynamic corporate environment. This individual will serve as a key member of the IT support team, delivering exceptional end-user support while managing enterprise hardware, software, endpoint security, and workplace technology initiatives.

The ideal candidate brings deep experience supporting predominantly Mac-based environments while also maintaining Windows systems. This role requires strong troubleshooting abilities, excellent customer service skills, and hands-on experience with modern endpoint management, identity, collaboration, and security platforms.

This position is highly visible and involves partnering closely with employees, executives, and cross-functional business teams to ensure reliable technology operations and a positive end-user experience., * Provide Tier 2 and Tier 3 support for desktop, laptop, mobile device, and application-related issues.

• Diagnose and resolve hardware, software, operating system, network connectivity, and collaboration tool issues.
• Deliver white-glove technical support to employees across all levels of the organization.
• Support both onsite and remote users while maintaining high levels of customer satisfaction.
• Document incidents, requests, resolutions, and knowledge base articles.

Mac & Windows Administration

• Deploy, configure, image, and maintain Mac and Windows endpoints.
• Primarily support a Mac environment consisting of approximately 80% of the device fleet.
• Manage system updates, patches, operating system upgrades, and device lifecycle processes.
• Troubleshoot advanced macOS and Windows issues related to performance, security, and user productivity.

Endpoint Management

• Administer endpoint management solutions such as:
• Jamf
• Workspace ONE
• Microsoft Intune
• Configure device policies, compliance standards, software deployments, and automated workflows.
• Ensure endpoints remain secure, compliant, and properly managed throughout their lifecycle.

IT Service Management (ITSM)

• Administer and maintain ITSM platforms such as:
• Freshservice
• Jira Service Management
• Manage incident, request, problem, change, and asset management processes.
• Develop and improve workflows, automation, reporting, and service delivery metrics.
• Track support trends and recommend process improvements.

Collaboration & Productivity Platforms

• Support enterprise productivity suites including:
• Google Workspace
• Microsoft Office / Microsoft 365
• Troubleshoot email, calendaring, file sharing, collaboration, and user access issues.
• Assist with onboarding, offboarding, provisioning, and account management activities.

Endpoint Security & Compliance

• Support security tools and technologies including:
• CrowdStrike
• Netskope
• Endpoint Detection and Response (EDR) platforms
• Device compliance solutions
• Participate in vulnerability remediation and security initiatives.
• Assist with audits, compliance efforts, and security best practices.
• Support adherence to ISO, ITIL, and other operational standards.

Operational Excellence

• Create and maintain technical documentation, procedures, and knowledge articles.
• Participate in infrastructure, workplace technology, and process improvement projects.
• Collaborate with security, engineering, and operations teams to improve overall service delivery.
• Contribute to continuous improvement initiatives focused on scalability, automation, and user experience., The successful candidate combines strong technical expertise with a service-oriented mindset. They are comfortable supporting a Mac-centric environment, administering modern endpoint management platforms, and providing exceptional support to business users. They thrive in fast-paced environments, communicate effectively with both technical and non-technical stakeholders, and take ownership of problems through resolution.

• 8+ years of overall IT experience.
• 5+ years of desktop support, end-user support, or workplace technology experience.
• Strong experience supporting macOS environments.
• Experience supporting Windows desktop environments.
• Experience with enterprise endpoint management solutions, including Jamf, Workspace ONE, or Intune.
• Experience administering an ITSM platform such as ServiceNow or Jira Service Management.
• Experience supporting Google Workspace and Microsoft Office/Microsoft 365.
• Hands-on experience with endpoint security tools such as CrowdStrike and Netskope.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to work independently in a fast-paced onsite environment.

Preferred Qualifications

• ISO certification, ITIL certification, or similar industry certification.
• Experience supporting executive or VIP users.
• Experience working within high-growth technology organizations.
• Experience creating documentation, workflows, and automation within service management platforms.
• Familiarity with identity and access management processes.
• Experience supporting security and compliance initiatives.

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.