IT Support Specialist II
About The Position
As an IT Support Specialist II at WP Engine, you will be the backbone of our Austin office technical operations. WP Engine powers digital experiences for over 150,000 customers worldwide, and our employees rely on a fast, seamless, and efficient internal technology environment to deliver their best work. In this role, you will deliver exceptional hands-on customer support, managing day-to-day user systems, hardware provisioning, and core SaaS tools. If you thrive on solving technical challenges, love working with macOS and modern cloud technologies, and bring a customer-first attitude every single day, this is the role for you!
Requirements
- Customer Support Focus: Proven experience delivering elite, customer-inspired technical support with a strong empathetic approach.
- Apple & macOS Expertise: Deep hands-on experience troubleshooting MacBook hardware and macOS environments.
- MDM Administration: Practical experience enrolling, deploying, and managing devices using Jamf.
- SaaS & Identity Platforms: Hands-on experience administering Google Workspaces, Okta, Atlassian (Jira/Confluence), Slack, and Zoom.
- Work Requirement: Ability and willingness to work on-site in our Austin, TX office 5 days per week.
- Problem-Solving Ability: Strong analytical and troubleshooting skills to resolve complex hardware, software, and network issues independently
Responsibilities
- Provide high-touch, tier-2 in-office IT support for local Austin employees across hardware, operating systems, and core applications.
- Deliver global remote first-line support for our core infrastructure systems.
- Manage, configure, and troubleshoot MacBooks running macOS using Jamf for device management and endpoint security.
- Administer user access, onboarding/offboarding, and identity lifecycle within Google Workspace and Okta.
- Support productivity, ticketing, and collaboration platforms including Slack, Zoom, and the Atlassian suite (Jira, Confluence).
- Maintain accurate inventory records for hardware assets, peripherals, and software licenses.
- Diagnose and resolve technical tickets promptly, ensuring high user satisfaction and adherence to internal SLAs.
- Collaborate with global IT infrastructure and security teams to enforce IT policies and implement internal tool improvements.
Benefits
- Company Stock Options (Every employee is an owner in the company)
- Great Health Benefits (Medical, Dental, Vision, Life Insurance)
- Fertility Benefits (IVF/Fertility drug coverage)
- HSA Company contribution $750 for employee / $1500 for family
- 401(k) with a 4% match
- Disability Insurance
- Paid Family and Caregiver’s Leave
- Employee Assistance Program
- Generous Vacation Time (Who doesn’t like time off)
- One-time $500 payment to set up your home office
- 4 Company Wellness Days a year
- 1 floating holiday
- Pet Insurance
- On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
