IT Support Engineer

Rho•San Francisco, CA

9d•$70,000 - $100,000

About The Position

The IT Support Engineer provides day-to-day technical support to Rho employees, ensuring a seamless and secure technology experience across the company. This role supports a modern, cloud-based environment centered on macOS, Google Workspace, Slack, and Okta, and manages devices through Kandji. The ideal candidate is detail-oriented, proactive, and passionate about helping people work efficiently with technology.

Requirements

2+ years of experience in IT support or a related technical role.
Strong knowledge of macOS troubleshooting and device management.
Experience with Okta, Google Workspace, Kandji, Zoom, and Slack.
Familiarity with IT ticketing systems such as Jira Service Management.
Excellent communication and problem-solving skills.
Strong attention to detail and ability to prioritize multiple issues in a fast-paced environment.
A customer-focused mindset and the ability to translate technical concepts clearly.

Responsibilities

Provide hands-on and remote support for macOS devices, software, and peripherals.
Resolve technical issues quickly via Slack and Jira Service Management.
Deliver exceptional customer service with clear communication and follow-through.
Manage user provisioning and deprovisioning through Okta and Google Workspace.
Maintain appropriate group and app access levels in alignment with security policies.
Support MFA and SSO troubleshooting.
Configure, deploy, and maintain Mac laptops via Kandji.
Monitor compliance, security, and patch status for managed devices.
Maintain hardware inventory and coordinate repairs or replacements.
Support Slack, Zoom, and Google Workspace (Gmail, Calendar, Drive, Meet).
Troubleshoot video conferencing and meeting room AV setups.
Log and track support requests in Jira.
Maintain internal IT documentation, FAQs, and onboarding guides.
Contribute to improving IT processes and user self-service resources.
Prepare laptops, accounts, and tool access for new hires.
Conduct IT orientation for new employees.
Ensure secure device and data recovery during offboarding.