IT Support Engineer

Magic•San Francisco, CA

11h•Onsite

About The Position

Magic’s mission is to build safe AGI that accelerates humanity’s progress on the world’s most important problems. We believe the most promising path to safe AGI lies in automating research and code generation to improve models and solve alignment more reliably than humans can alone. Our approach combines frontier-scale pre-training, domain-specific RL, ultra-long context, and inference-time compute to achieve this goal. About the role As an IT Support Engineer at Magic, you will own the experience every employee has with technology from day one. That starts with onboarding: making sure new hires are set up, unblocked, and productive before they ever submit their first ticket, and extends through the full employee lifecycle. This role sits within a small IT team handling the full spectrum of IT and security operations. You are expected to be proactive, not reactive: anticipating problems, improving the experience, and using AI tools as a first instinct when finding ways to work smarter. This is an in-office role, 5 days/week in San Francisco. The expectation is genuine ownership: not just closing tickets, but caring deeply about whether the person on the other end actually had a good experience.

Requirements

5+ years of IT support experience in a fast-paced environment, startup or high-growth tech preferred
Deep macOS proficiency: you know the platform end-to-end, GUI to command line
Hands-on MDM experience (Kandji, Jamf, or equivalent)
You default to AI tools and automation when you see repetitive work
Solid Google Workspace administration
Comfortable scripting in Bash; Python is a plus
Experience building automations or workflow tooling that reduced manual support burden
Solid understanding of identity and access: SSO, SAML, SCIM, MFA, directory services
Detail-oriented and attentive: you notice what others miss, follow through without being asked, and hold yourself to a high bar where a closed ticket is not the same as a person being taken care of

Nice To Haves

Have hands-on experience with AI tools in a professional IT context
Have experience with endpoint security tooling and zero-trust concepts
Have networking fundamentals: VLANs, DNS, DHCP, firewall rules
Have worked in a SOC 2 or compliance-conscious environment
Have working knowledge of Terraform and infrastructure-as-code concepts

Responsibilities

Own the employee onboarding experience end-to-end: device provisioning, account setup, and access management
Partner closely with Recruiting, Operations, and Office teams to keep onboarding coordinated and consistently improving as we scale
Triage and resolve end-user issues across hardware, macOS, SaaS platforms, and accounts via ticketing system in Slack
Administer Google Workspace, Slack, AI tools, and other core SaaS tools
Manage macOS endpoints via MDM: enrollment, configuration profiles, scripts, and policy enforcement
Troubleshoot identity and access issues across SSO, MFA, SCIM, and directory services
Build automations via internal toolings that eliminate toil and improve the support experience
Maintain SF office infrastructure: network, AV, conference rooms, and physical security
Write runbooks, automation scripts (Bash/Python), and internal documentation
Participate in an on-call rotation for urgent issues outside business hours