IT Support Engineer
Core
Provide technical support to internal users and customers for software, hardware, networking, and endpoint security issues across Windows, Mac, and Linux environments.
Role type
Senior Technical Support Engineer (IT Operations)
Builds
Resolves incidents and service requests to ensure user productivity and system stability for global enterprises.
Domain
Cybersecurity / IT Operations / Endpoint Security
Deliverable
client delivery
Required skills
Windows, Mac, and Linux troubleshooting; Endpoint Security background; Incident and Problem Management (ITIL); IAM tools (Okta, AD); Ticketing systems (JIRA, ServiceNow); Cloud platforms (AWS, GCP, Azure)
Preferred skills
SaaS B2B vendor experience; Low-level OS troubleshooting; Knowledge management (KB creation)
Technologies
Windows, MacOS, Linux, Okta, Active Directory, JIRA, ServiceNow, GSuite, Jumpcloud, Intune, Slack, Confluence, AWS, GCP, Azure
Responsibilities
Act as initial point of contact for end users via phone, email, or ticketing system; Diagnose and resolve software, hardware, and networking issues; Manage service requests and incidents within SLA; Create knowledge articles and KBs; Escalate complex issues to L2 resources; Collaborate with cross-functional teams on product delivery.
Seniority
Senior, hands-on IC