IT Support Engineer (Fixed Term)

Channel Factory • New York, NY

4d • Remote

About The Position

Channel Factory provides intelligent marketing solutions for the next generation of contextual safety, suitability, and performance for brands and agencies. Our platform helps marketers implement, automate, and scale their marketing programs across the world’s largest video library, YouTube and emerging growth channels. We sit at the intersection of marketing and suitability and have a mission of enabling the world’s top brands to consciously connect with the right audience in the right context, maximizing suitability and contextual performance. Channel Factory embodies a strong start-up culture that values diversity, collaboration, and results. Our bias towards execution balances critical thinking, analysis, and pragmatic problem solving. We expect a lot from one another and value our thoughtful and intellectually curious company culture. Remote work status is subject to change at any time. Channel Factory is headquartered in the United States and has global offices across 20+ cities/countries. This position will be based in the United States. This role will report to our Director, Info Security/Compliance. The IT Support Engineer is responsible for delivering high-quality IT support and device lifecycle management across the Americas region. This role will be a 6-month fixed-term position. You will serve as the primary IT contact for Americas users, combining hands-on technical troubleshooting with systems administration and operational ownership. The role also plays a key part in strengthening onboarding processes, improving device management standards, and contributing to global IT initiatives.

Requirements

• 4+ years in IT Support, Service Desk, or Systems Administration.
• Strong macOS expertise (Jamf Pro, ABM/DEP preferred).
• Hands-on experience with Google Workspace and SSO/MFA platforms.
• Solid understanding of networking fundamentals (DNS, VPN, etc.).
• Experience managing hardware procurement and device lifecycle operations.
• Strong communication skills and ability to collaborate across teams.
• Comfortable working independently and taking ownership of regional IT delivery.
• This role may involve occasional travel for in-person collaboration, meetings, trainings, etc.

Nice To Haves

• Experience with automation or scripting (Python preferred).
• Exposure to endpoint security tools or SOAR automation.
• Experience in a global, distributed organization.
• Familiarity with Slack or Atlassian administration.

Responsibilities

• Provide Tier 2/3 technical support to Americas users via Jira Service Management.
• Troubleshoot macOS, SaaS applications, access management, and networking issues.
• Ensure timely resolution of tickets and maintain high service standards.
• Proactively identify recurring issues and recommend improvements.
• Manage and maintain the macOS fleet through Jamf Pro (enrollment, compliance, patching, policies).
• Ensure all Americas devices are enrolled, secure, and compliant with company standards.
• Support the migration of existing devices into Jamf and help drive consistency across the region.
• Monitor endpoint protection and device health.
• Own or co-own laptop procurement for Americas hires.
• Ensure new hire devices are configured, enrolled, secured, and fully ready prior to Day 1.
• Coordinate shipping, RMAs, and vendor management within the region.
• Maintain accurate asset records and documentation.
• Partner closely with HR Operations to ensure smooth onboarding and offboarding processes.
• Improve and standardize HR–IT handoffs.
• Ensure access provisioning, authentication setup, and hardware readiness align with onboarding timelines.
• Support Google Workspace administration (user lifecycle, permissions, mail routing, group management).
• Support administering SSO/MFA platforms (e.g., OneLogin) including provisioning and access control.
• Maintain system documentation and access governance.
• Collaborate with global IT teams to maintain consistent standards and processes.
• Participate in automation, security, onboarding improvements, and documentation initiatives.
• Contribute to continuous improvement across IT operations.
• All other duties as assigned

Benefits

• Work with a leading startup in a high-demand industry, and you would be working with like-minded experts aiming to transform video ad operations
• Competitive salary
• Comprehensive medical benefits (Medical, Vision, Dental, and Life Insurance)
• Cell phone and Wi-Fi reimbursement
• Bill Spend Stipend
• Gym Stipend
• Work-life flexibility – we value your contributions above all

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed