IT Support Engineer
About The Position
Fireworks is hiring an IT Support Engineer to own the employee technology experience end to end, from day-one device readiness through the full asset lifecycle. This hands-on, high-ownership role serves as the technical escalation point for the Windows and macOS fleet, administers identity and endpoint management platforms, partners with security to keep devices patched and compliant, mentors junior support staff, and sets a high standard for employee support. The engineer supports endpoint management, identity and access, security and compliance, service delivery, asset lifecycle operations, and employee enablement. The role includes workstation imaging and deployment, supporting a globally distributed workforce, maintaining documentation and self-service processes, and helping standardize onboarding workflows. Onsite presence is required for imaging, deployments, hardware repair, and in-person support. Occasional after-hours or weekend work may be needed for maintenance windows, migrations, and escalations.
Requirements
- At least 5 years of progressive experience in IT support, end user services, or systems administration.
- Hands-on experience troubleshooting Windows and macOS in an enterprise environment.
- Production experience administering at least one major MDM platform, such as JAMF Pro, Microsoft Intune, or Addigy, including creating configuration profiles and policies from scratch.
- Working knowledge of identity platforms such as Okta, Active Directory, or Entra ID, including SSO and MFA administration.
- Experience with endpoint security and patch-management tools such as BigFix, SentinelOne, Automox, or Zscaler, or similar tools.
- Proficiency with an ITSM platform such as ServiceNow or Jira Service Management, with a track record of meeting SLA commitments at volume.
- Strong administration skills in Microsoft 365 and/or Google Workspace.
- Ability to work with minimal process and high ambiguity, and to build structure where none exists.
- Excellent written and verbal communication skills and a white-glove customer-service approach across all levels of the organization.
- Ability to lift and move IT equipment weighing up to 40 lbs.
- Ability to work onsite for imaging, deployments, hardware repair, and in-person support.
Nice To Haves
- JAMF Certified Tech (JAMF 200) or higher.
- Microsoft, Okta, or CompTIA certifications.
- Linux fundamentals and experience administering virtual machines, such as VMware vSphere or Hyper-V.
- Experience supporting file share, print, or application servers on Windows Server.
- Scripting experience for automation using PowerShell, Bash, or Python.
- Reporting and dashboarding experience with Power BI or equivalent.
- Experience supporting users across multiple international regions.
Responsibilities
- Support mobile device management platforms across Windows and macOS, including enrollment, configuration profiles, group policies, and software distribution.
- Resolve escalated macOS and Windows device-management issues, including configuration drift, update failures, and security-policy conflicts.
- Work with Technical Engineers to standardize OS images and deployment workflows on a quarterly cadence.
- Monitor endpoint performance and employee digital experience, identify emerging issues, and drive proactive remediation.
- Image, set up, and deploy workstations for new hires and internal transfers, scaling to 100 or more builds per month during peak hiring.
- Handle identity and access requests, including provisioning, deprovisioning, group management, and application access.
- Support authentication methods including FIDO2 security keys, passkeys, and biometric authentication.
- Troubleshoot issues through remote sessions using Slack Huddle, Zoom, or Google Meet.
- Partner with IT Engineering on patch management, vulnerability remediation, and endpoint compliance using relevant tools.
- Support security-driven remediation tickets within SLA and maintain fleet compliance with internal and regulatory standards.
- Own a high-volume ticket queue in ServiceNow or Jira, meeting or exceeding SLA targets while maintaining customer satisfaction.
- Provide in-person and remote support to a globally distributed workforce across North America and EMEA time zones.
- Troubleshoot Microsoft 365 and Google Workspace issues, including synchronization failures, authentication errors, mail flow, and collaboration tools.
- Support conferencing and telephony systems for internal and executive-level meetings.
- Support tracking and management of computer hardware and software assets.
- Coordinate asset shipping and recovery for new hires and departing employees.
- Lead new-hire IT onboarding sessions covering workstation setup, security protocols, and support procedures.
- Create and maintain runbooks and self-service documentation in Confluence or SharePoint to reduce repeat ticket volume.
- Mentor junior support staff and establish a high standard of employee service.
- Support workstation imaging, deployments, hardware repairs, and in-person employee needs onsite.
- Perform occasional after-hours or weekend work for maintenance windows, migrations, and escalations.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
