Senior IT Support Engineer

Mujin•Suwanee, GA

23h•Onsite

About The Position

Mujin is the future of industrial robotic systems in production and distribution environments. Our technology gives robots perception and awareness, enabling them to take on more advanced tasks. We aim to revolutionize the use of robotics, focusing on more intellectual challenges. The Senior IT Support Engineer is the primary on-site IT contact for the US office, providing end-to-end support from Tier 1 through Tier 3. The role partners closely with HQ IT in Tokyo and a US-based infrastructure engineer to keep employee technology, identity services, and local office IT operations reliable and secure, despite timezone gaps. This position reports to the Global Head of IT in Europe.

Requirements

3+ years in IT support / IT operations with hands-on responsibility for end-user computing in a business environment (on-site + remote).
Experience providing L1–L3 support (or L2 with demonstrated L3 escalation capability), including triage, deep troubleshooting, and clear documentation of findings and next steps.
Proficiency supporting and troubleshooting macOS and Windows endpoints (provisioning, patching, troubleshooting, and lifecycle support).
Working knowledge of Linux (Debian-based preferred) for basic workstation support and user assistance (e.g., troubleshooting, connectivity, packages, permissions).
Experience with MDM / endpoint management (e.g., SimpleMDM, Jamf, Intune) including device enrollment, compliance, software deployment, and policy enforcement.
Experience with Microsoft 365 (basic administration): user management, groups, licensing, and troubleshooting common Office/Teams/Outlook issues.
Familiarity with endpoint security tooling (EDR/AV, disk encryption, patch compliance) and following security policies/standards.
Experience using a ticketing system (e.g., Jira Service Management, ServiceNow, Zendesk, Freshservice): prioritization, escalation notes, and meeting SLAs.
Ability to create and maintain end-user documentation (how-to guides, onboarding checklists, runbooks, FAQs).
Comfortable handling sensitive/confidential information with discretion and strong judgment.
Strong written and verbal communication skills, able to explain technical issues clearly to non-technical users and to global stakeholders across time zones.
Self-directed and organized: able to manage competing priorities as the primary on-site IT support for the US office.
Approachable and service-minded. Builds trust and creates a positive support experience for employees and stakeholders.
Calm under pressure, with strong ownership and follow-through on incidents and escalations.
Comfortable working independently while collaborating effectively with HQ IT teams across time zones.

Nice To Haves

Scripting/automation skills: bash and PowerShell (e.g., automating setups, reports, software installs, account/device tasks).
Experience supporting Linux desktops in an engineering environment (install, troubleshoot, common dev toolchains).
Experience with identity/access processes (joiners/movers/leavers), group-based access, and periodic access reviews.
Familiarity with common creative/engineering tools and licensing (e.g., Adobe, Autodesk) and how to manage seats/activations.
Basic networking troubleshooting: DHCP/DNS/Wi-Fi/VPN, conferencing/meeting room tech.
Certifications such as CompTIA A+/Network+, ITIL Foundation, Microsoft, Apple, or Linux certifications (nice to have, not required).
Experience designing, deploying, and troubleshooting conference room A/V and meeting room solutions (e.g., Yealink Teams Rooms), including peripherals, displays, audio, room scheduling, and connectivity.

Responsibilities

Provide L1–L3 IT support for employees: triage requests, troubleshoot complex issues, communicate clearly, and drive tickets to resolution with strong follow-through.
Act as the US escalation owner: handle high-impact incidents, coordinate with HQ/global teams, and ensure effective handoffs across time zones.
Own day-to-day IT helpdesk operations for the US region: intake, prioritization, SLA adherence, ticket quality, and continuous improvement of workflows and templates.
Manage the full employee lifecycle for IT: onboarding, transfers, offboarding, including device provisioning, account setup, access changes, and recovery of assets.
Administer identity and access management (IAM) tasks (account provisioning, group/role management, access reviews as assigned), following global standards and approval processes.
Provision, manage, and troubleshoot endpoints and mobile devices (Windows/macOS/Linux/IOS as applicable), including imaging, patching, encryption, EDR, VPN, certificates, and secure configuration baselines.
Administer and maintain endpoint cloud services and collaboration/SaaS tooling within scope (e.g., MDM, endpoint compliance, device inventory, software deployment), escalating platform-level changes to HQ when required.
Partner with the US infrastructure engineer and HQ IT teams to support local office IT infrastructure (network connectivity, printers, conferencing, meeting rooms, ISP coordination) and execute approved changes.
Lead incident and escalation management for the US site: initial containment, user communications, coordination of technical resources, post-incident documentation, and follow-up actions.
Perform problem management: identify recurring issues, conduct root cause analysis, implement permanent fixes, and reduce ticket volume through automation and standardization.
Maintain accurate documentation (KB articles, runbooks, onboarding/offboarding checklists, troubleshooting guides) and continuously improve processes aligned with global IT and security policies.
Support IT and information security controls by implementing approved changes, maintaining compliance evidence (as assigned), and ensuring adherence to policies for endpoints, access, and data handling.
Manage or coordinate physical access processes for the US office (badges/access provisioning, access logs, coordination with building management/security) and escalate security concerns appropriately.
Support data protection and privacy practices operationally: least-privilege access, secure sharing guidance, retention/clean-up tasks within assigned systems, and timely deprovisioning.
Champion a security-aware culture locally through practical guidance, onboarding briefings, and “secure-by-default” guardrails (not just training).
Track US IT assets and assist with purchasing, renewals, vendor coordination, and spend tracking; provide inputs for forecasting and escalate budget needs to global IT leadership.