IT Support Engineer (Fixed Term)

Channel Factory•New York, NY

5d•$75,000•Remote

About The Position

The IT Support Engineer is responsible for delivering high-quality IT support and device lifecycle management across the Americas region. This role will be a 6-month fixed-term position. You will serve as the primary IT contact for Americas users, combining hands-on technical troubleshooting with systems administration and operational ownership. The role also plays a key part in strengthening onboarding processes, improving device management standards, and contributing to global IT initiatives.

Requirements

4+ years in IT Support, Service Desk, or Systems Administration.
Strong macOS expertise (Jamf Pro, ABM/DEP preferred).
Hands-on experience with Google Workspace and SSO/MFA platforms.
Solid understanding of networking fundamentals (DNS, VPN, etc.).
Experience managing hardware procurement and device lifecycle operations.
Strong communication skills and ability to collaborate across teams.
Comfortable working independently and taking ownership of regional IT delivery.

Nice To Haves

Experience with automation or scripting (Python preferred).
Exposure to endpoint security tools or SOAR automation.
Experience in a global, distributed organization.
Familiarity with Slack or Atlassian administration.

Responsibilities

Provide Tier 2/3 technical support to Americas users via Jira Service Management.
Troubleshoot macOS, SaaS applications, access management, and networking issues.
Ensure timely resolution of tickets and maintain high service standards.
Proactively identify recurring issues and recommend improvements.
Manage and maintain the macOS fleet through Jamf Pro (enrollment, compliance, patching, policies).
Ensure all Americas devices are enrolled, secure, and compliant with company standards.
Support the migration of existing devices into Jamf and help drive consistency across the region.
Monitor endpoint protection and device health.
Own or co-own laptop procurement for Americas hires.
Ensure all new hire devices are configured, enrolled, secured, and fully ready prior to Day 1.
Coordinate shipping, RMAs, and vendor management within the region.
Maintain accurate asset records and documentation.
Partner closely with HR Operations to ensure smooth onboarding and offboarding processes.
Improve and standardize HR–IT handoffs.
Ensure access provisioning, authentication setup, and hardware readiness align with onboarding timelines.
Contribute to documentation and workflow improvements.
Support Google Workspace administration (user lifecycle, permissions, mail routing, group management).
Support administering SSO/MFA platforms (e.g., OneLogin) including provisioning and access control.
Maintain system documentation and access governance.
Collaborate with global IT teams to maintain consistent standards and processes.
Participate in automation, security, onboarding improvements, and documentation initiatives.
Contribute to continuous improvement across IT operations.
All other duties as assigned