IT Support Engineer

indie • San Jose, CA

4h

About The Position

The IT Support Engineer provides IT support to offices across the Americas, EMEA, and APAC, with a focus on onboarding and offboarding, break-fix support, endpoint management, and end-user support. The role delivers technical assistance to employees in person and remotely, troubleshoots hardware and software issues, manages user accounts, and helps keep desktop systems operating efficiently. It reports to the North American (NA) IT Operations Supervisor.

The position works with end users and the global IT team to resolve support issues, maintain documentation and the knowledge base, manage technical assets, and administer endpoints, identities, collaboration tools, and Microsoft 365 services. The IT Support Engineer also supports assigned projects, system security, and meeting-room technology.

Requirements

• 3–5 years of experience in IT end-user support or a related role.
• Proficiency with Windows and macOS operating systems.
• Experience administering Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive.
• Familiarity with Active Directory, Microsoft Entra ID, and basic networking concepts including TCP/IP, DNS, DHCP, and Wi-Fi.
• Experience with IT ticketing systems such as Jira Service Management or ServiceNow and other support tools.
• Familiarity with ITIL practices, including incident, request, problem, and change management.
• Knowledge of remote desktop tools and VPN technologies.
• Understanding of IT security principles and best practices.
• Knowledge of Atlassian tools such as Jira, Confluence, and Jira Service Management.
• Knowledge of software deployment tools such as Windows Autopilot and Automox.
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written English communication skills.
• Ability to work independently and as part of a team.
• Ability to explain technical concepts clearly to non-technical users and collaborate with a global team across time zones.
• Customer-service-oriented approach and proactive attitude toward IT support.
• Flexible availability to work unusual and variable schedules without supervision, including holidays, evenings, or weekends.
• Ability to lift and carry up to 25 pounds; may need to stand, walk, and sit for extended periods.

Nice To Haves

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• CompTIA A+, Network+, or Security+ certification; Microsoft 365 Certified: Endpoint Administrator Associate; or equivalent certification.
• Familiarity with Linux operating systems.
• Experience with Atlassian Cloud.
• Knowledge of mobile device management, such as Microsoft Intune.

Responsibilities

• Coordinate resolution of hardware and software problems, monitor reported issues through resolution in line with SLAs, and inform the NA IT Operations Supervisor about unresolved and outstanding issues.
• Provide PC technical support by monitoring IT tickets, resolving end-user problems, providing training and technical assistance, updating documentation, and maintaining the knowledge base.
• Work with the global IT team to develop documentation and training materials and maintain the knowledge base.
• Help users troubleshoot and use desktop software, including Microsoft Office applications, Google Workspace, Adobe, Jira, and Confluence.
• Assist with configuration and setup of servers and workstations in the computing environment.
• Maintain inventory and tracking of hardware and software assets.
• Manage employee onboarding and offboarding, including account provisioning and deprovisioning and device setup and recovery.
• Deploy, patch, and manage Windows and macOS endpoints using endpoint management tools, and ensure devices meet security and compliance baselines.
• Administer identities and access in Active Directory and Microsoft Entra ID, including MFA, group membership, and license assignment.
• Plan and manage assigned projects to ensure required activities are completed on time.
• Recommend future upgrades.
• Support meeting-room and collaboration technology, including Microsoft Teams Rooms and video conferencing equipment.
• Maintain systems and system security.
• Support and administer on-premises Jira and Confluence, Microsoft 365 services (Exchange Online, SharePoint, OneDrive, and Teams), and Active Directory.
• Perform other duties as assigned.

What This Job Offers

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