> Markdown version of [/jobs/ext/4672193-it-support-engineer](https://www.wearedevelopers.com/jobs/ext/4672193-it-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Engineer - **Company:** Nuix North America Inc. - **Location:** Pittsburgh, PA, United States (Remote available) - **Salary:** $12,000 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Apple Mac Systems, Software Applications, JIRA, Cyber Security, Desktop Computing, Network Architecture, Microsoft Copilot, Software Engineering, Scripting, Peripherals, Adobe, Information Technology, Casper Suite, Laptops, Claude, Nuix, Servicenow - **Published:** November 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=30ed87c1ac13c364 ## About the Role This is a hybrid role based in our Pittsburgh, Pennsylvania office. You are required to be in the office 4 days per week. On any days you work remotely, you must be able to come onsite when needed, for example to help resolve an issue or problem., * Bachelor's degree in computer science or related field, or relevant experience * Strong technical proficiency in diagnosing and resolving hardware and software issues for Windows and Mac platforms * Knowledge of desktop operating systems (for example Windows 11 and macOS) and common productivity applications (for example Microsoft 365 and Adobe) * Familiarity with desktop management tools, remote support and IT service management * Hands-on experience using AI tools such as Claude or Microsoft Copilot, and real enthusiasm for helping other people use them well * Excellent problem-solving and analytical skills, with a detail-oriented approach to issue resolution * Strong communication and customer service skills, including the ability to explain technical and AI topics clearly to people at all levels of the organization * Availability to work onsite in our Pittsburgh office 4 to 5 days per week * Ability to come onsite on remote days when needed, for example to respond to an issue or problem * Ability to plan your week around office needs, such as events or busy periods, and be in the office rather than working from home when the business needs you there * Ability to work independently and prioritize tasks in a fast-paced environment * Ability to travel domestically and internationally if required Desired Expertise: * Experience working in a Managed Service Provider (MSP) environment, including supporting multiple clients, working to SLAs and managing competing priorities * Experience with Jamf managing macOS devices * Experience with Cisco Meraki, including the Meraki Dashboard for wireless, switching and security appliances * Experience driving adoption of new tools or technology, such as running training sessions, building guides or supporting champions and early adopters * Experience using AI to automate or speed up work, such as writing scripts, summarizing information or drafting documentation * Understanding of safe and responsible AI use, including data protection and not sharing confidential or personal data with unapproved tools ## Description The IT Support Engineer is responsible for providing technical assistance and support to end users for desktops, laptops, peripherals and software applications. The role involves diagnosing, resolving and documenting IT incidents, as well as assisting with the setup, configuration and maintenance of computer systems. You will also help people at Nuix get started with AI tools, build their confidence and find practical ways to use AI in their day-to-day work. The IT Support Engineer reports to the IT Support Manager and plays a crucial role in ensuring the smooth operation of end-user computing environments., End-User Support * Provide timely and effective technical support to end users, responding to and resolving IT incidents and service requests * Manage the IT support ticket queue using ServiceNow or Jira Service Management, including triaging, prioritizing, assigning and resolving tickets within agreed service levels and keeping requesters updated * Install, configure and maintain hardware, software and peripherals, ensuring compatibility and optimal performance * Diagnose and troubleshoot hardware and software issues for desktops, laptops, printers, scanners and other end-user devices * Set up and deploy new desktops, laptops and software applications for end users * Manage onboarding and offboarding requests, including preparing, issuing and collecting devices and accessories * Provide on-site support of office facilities, including meeting rooms, AV equipment, network infrastructure and local workstations * Collaborate with other IT teams to escalate and resolve complex technical issues * Maintain accurate records of IT incidents and service requests, tracking progress and resolution status in the IT service management system * Educate end users on IT best practices, procedures and self-help tools to improve their overall computing experience * Follow standard operating procedures (SOPs) and adhere to IT policies for incident management and service delivery * Keep up to date with the latest hardware, software and security updates to support a secure computing environment * Participate in IT projects related to desktop infrastructure upgrades, migrations and rollouts * Proactively identify opportunities for process improvements and contribute to the overall efficiency of the IT support function AI Enablement * Be a first point of contact for staff questions about approved AI tools such as Claude, helping people get started and get unstuck * Support access and onboarding for AI tools, including account setup, sign in and license issues, and basic troubleshooting * Contribute to guides, FAQs, example prompts and knowledge articles that make AI easy to pick up, and help run short training sessions or drop-in help * Use AI tools to improve IT support itself, for example summarizing tickets, drafting knowledge articles and building simple scripts, always with review and in line with company policy * Follow data protection, security and acceptable use guidance for AI, and raise risks or misuse with senior engineers