IT Support Engineer

Luminance•New York, NY

4h•Onsite

About The Position

We’re looking for an experienced IT Support Engineer with a strong customer-service mindset who enjoys being close to users and solving problems day to day. This is a hands-on, support-focused role for someone who takes ownership of issues, communicates clearly, and ensures employees have a smooth and reliable technology experience. You’ll work autonomously, respond to a wide range of support requests, and act as a trusted point of contact for IT across the business. Located in New York (with rare travel across the US & Canada as required)

Requirements

2–3+ years of experience in IT support, desktop support, or a similar user-facing IT role
Strong hands-on experience supporting macOS environments and end users
Experience administering Microsoft Office 365 in a support context
Experience managing endpoints with Jamf and/or Microsoft Intune
Solid understanding of networking fundamentals relevant to troubleshooting (TCP/IP, DNS, DHCP, Wi-Fi, firewalls)
Comfortable handling a wide variety of support requests across hardware, software, and SaaS tools
Proven ability to manage multiple tickets and priorities while maintaining a high level of service
Excellent communication skills and a friendly, approachable support style
Self-starter who takes ownership of support issues end-to-end
Strong customer-service mindset with patience and empathy for users
Organized, detail-oriented, and reliable
Calm under pressure and comfortable supporting non-technical users

Nice To Haves

Experience supporting distributed or multi-office teams
Exposure to security best practices and endpoint protection too

Responsibilities

Act as the primary point of contact for end-user IT support across hardware, software, and connectivity issues
Troubleshoot and resolve day-to-day IT issues, escalating when appropriate and owning issues through to resolution
Support macOS environments, including MacBook setup, configuration, and troubleshooting
Own onboarding and offboarding processes, including device preparation, access provisioning, and asset tracking
Administer Microsoft Office 365 for end users (accounts, permissions, licensing, security settings)
Manage devices using MDM solutions such as Jamf and/or Microsoft Intune
Diagnose and resolve networking-related issues, including Wi-Fi, internet connectivity, and firewall access
Maintain clear and up-to-date IT documentation, FAQs, and knowledge base articles
Proactively identify recurring issues and suggest improvements to tools, processes, and the end-user experience
Work with vendors and third-party providers to resolve support issues when required
Provide on-site support at US and Canadian offices when needed (very rarely)