IT Support Engineer

Totara Learning Solutions

12d•Remote

About The Position

Totara is seeking an IT Support Engineer to join its internal IT team. The role handles escalated Tier 1 and service desk issues, supports systems used by employees, and improves IT services through automation and process improvements. IT support follows a shared model across the UK, New Zealand, and the US. The position covers US hours, with handovers from the UK and to New Zealand. The engineer administers identity, endpoint, productivity, and SaaS systems; manages employee joiner, mover, and leaver processes; supports incident response; and helps maintain security controls and audit evidence. The role also contributes to IT projects, conversational AI ticketing tools, documentation, and cross-functional rollouts of new tools. This is a full-time, fully remote opportunity for applicants located in the United States who are U.S. citizens and can pass a background check. Some travel may be required.

Requirements

IT support or engineering experience, including second-line work.
Experience supporting staff across multiple regions, ideally in a SaaS or technology company.
Hands-on administration of a mixed macOS and Windows estate.
Microsoft Entra ID administration, including SSO (SAML/OIDC), Conditional Access, and MFA.
Production experience with Apple MDM (such as Jamf Pro, Kandji, or IRU) and Intune.
Microsoft 365 administration, including Exchange Online, Teams, OneDrive, and SharePoint.
PowerShell or Bash/zsh scripting experience, with an example of a manual process automated.
Experience with Jira Service Management or a similar ITSM tool.
Good working knowledge of endpoint security, patching, and least-privilege access.
Networking fundamentals, including troubleshooting office Wi-Fi, DNS, and VPN.
Applicants must be in the United States, be U.S. citizens, and pass a background check.
Ability to help people and explain technical problems in plain language.
Proactive documentation habits and ability to work independently and hand over clearly across time zones.
Interest in automation and AI, and willingness to use them sensibly.
Interest in continued learning and developing new skills.

Nice To Haves

Experience with SaaS app migrations.
Apple Business Manager experience across multiple entities and macOS scripting for MDM.
Microsoft Purview, Defender for Endpoint, or Intune compliance reporting experience.
Python, Power Automate, or REST API integrations.
Experience with conversational AI ticketing tools.
Audit and controls work for ISO 27001, SOC 2, or FedRAMP.
HiBob or other HR-system-driven provisioning experience.
Certifications such as MD-102, SC-300, MS-102, Apple Certified Support Professional, Jamf 100/200, ITIL 4 Foundation, or CompTIA Security+.

Responsibilities

Resolve escalations from Tier 1 and the service desk within agreed SLAs.
Lead regional IT incident response, including root-cause analysis and post-incident write-ups.
Cover US hours within the follow-the-sun support model and provide clear handovers to the UK and New Zealand.
Administer Microsoft Entra ID, including users, groups, SSO integrations, Conditional Access, and MFA.
Manage joiner, mover, and leaver processes, including lifecycle automation driven by HiBob.
Carry out regular access reviews.
Manage macOS and Windows devices through IRU, Apple Business Manager, and Intune, including configuration profiles, compliance policies, patching, and app deployment.
Manage device provisioning, zero-touch enrolment, asset records, and secure disposal.
Administer Microsoft 365 and other SaaS tools, including licences and vendor support cases.
Automate manual work using PowerShell, shell scripting, Power Automate, and APIs.
Help build and improve conversational AI ticketing tools.
Write and maintain knowledge base articles and runbooks.
Apply security baselines and remediate issues raised by endpoint, identity, and vulnerability tools.
Provide evidence for audits and certifications such as ISO 27001, SOC 2, and Cyber Essentials, and support IT's work on FedRAMP.
Support IT projects, including system migrations, new tool rollouts, and process improvements.
Work with Engineering, People, Finance, and Security to roll out new tools, including AI tools.