IT Support Engineer – IT Operations, Software & Automation (Remote)

thehivecareers.co

1d•Remote

About The Position

The IT Support Engineer supports the company’s technology infrastructure, business applications, and remote workforce. The role combines IT administration and end-user support with software development, automation, data management, and technical project coordination. The successful candidate maintains secure and reliable systems, resolves technical issues, and implements improvements that support business efficiency and continuity. The position is remote, with core working hours Monday to Friday, 8:00 AM–5:00 PM Jamaica time (GMT -5). The successful candidate must work within the approved remote environment and follow applicable security, activity-monitoring, and time-tracking policies. Support outside normal hours may occasionally be required, subject to prior approval and coordination.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related discipline.
Proven experience in IT support and systems administration.
Practical experience with operating systems, cloud environments, remote desktops, and networking fundamentals.
Experience supporting business productivity applications and managing user access.
Hands-on software development or scripting experience.
Ability to develop and troubleshoot API integrations and automated workflows.
Experience with spreadsheets, formulas, and operational data processing.
Understanding of software testing, version control, and deployment practices.
Strong problem-solving, documentation, communication, and organizational skills.
Ability to work independently, prioritize tasks, and support technical and non-technical users.
Availability during core business hours and ability to perform company work within the approved remote working environment while following applicable security, activity-monitoring, and time-tracking policies.

Nice To Haves

Experience with cloud infrastructure and remote working environments.
Familiarity with web technologies, website administration, and database systems.
Experience with scripting languages and spreadsheet automation.
Knowledge of cybersecurity, incident management, and backup and recovery practices.
Familiarity with project tracking tools and software release processes.

Responsibilities

Administer and maintain cloud environments, business applications, user devices, and related IT services.
Provide technical support for hardware, software, connectivity, email, and application issues.
Manage user accounts, permissions, software installations, and system configurations.
Support employee onboarding and offboarding, including timely access provisioning and secure deactivation.
Monitor system performance, availability, backups, and recovery readiness.
Investigate recurring technical problems and implement preventive measures.
Coordinate with service providers and recommend improvements to reliability and cost efficiency.
Maintain access controls and enforce company IT security and remote-working policies.
Protect confidential information from unauthorized access, storage, or sharing.
Support system monitoring, compliance reporting, and periodic access reviews.
Maintain secure account recovery arrangements and company control of digital assets.
Identify and escalate risks affecting system availability, data security, or business operations.
Support backup, recovery, and business continuity procedures.
Develop, test, maintain, and troubleshoot internal applications, scripts, and operational tools.
Automate repetitive tasks, reporting processes, and data workflows.
Integrate business applications through APIs and other approved methods.
Maintain spreadsheet formulas, scripts, and connections between operational systems.
Support approved data collection and processing activities.
Maintain documented source code, version control, and appropriate testing and deployment practices.
Maintain accurate and consistent data across business applications, spreadsheets, and databases.
Clean, validate, standardize, and deduplicate operational records.
Support data imports, exports, segmentation, reporting, and synchronization.
Troubleshoot data errors and restore affected records where required.
Assist business teams in using systems effectively and improving existing workflows.
Maintain and update company websites, portals, and related digital services.
Support domain, hosting, email, and website configurations.
Test website features, forms, integrations, and user journeys.
Resolve technical errors and support performance improvements.
Validate changes before production deployment and assist with new digital initiatives.
Configure and maintain company devices and communication applications.
Troubleshoot device connectivity, application compatibility, and synchronization issues.
Maintain device security settings, backups, and account access.
Evaluate suitable equipment and service plans based on operational needs.
Maintain support logs, task plans, technical records, and progress reports.
Document system configurations, scripts, workflows, and troubleshooting procedures.
Develop user guides and provide training where required.
Coordinate technical assignments with internal teams and external providers.
Escalate delivery risks, dependencies, and resource requirements promptly.
Provide structured knowledge transfer and handover to support ongoing maintenance and business continuity.
Resolve support requests within agreed service levels.
Maintain reliable system availability and minimize recurring incidents.
Complete onboarding and offboarding accurately and promptly.
Deliver tested technical solutions within agreed timelines.
Maintain secure systems, accurate data, and current documentation.
Demonstrate continuous improvements in user experience and operational efficiency.