IT Support Engineer

Join our team as an IT Support Engineer, where you will be responsible for managing the employee technology experience from device readiness to asset lifecycle. This hands-on role requires expertise in macOS and Windows device management, identity and endpoint management, and security compliance. You will provide tier 1/2 support, troubleshoot issues, and mentor junior staff. Additionally, you will execute workstation imaging, handle identity and access tasks, and support various collaboration tools.

Responsibilities

• Assurer l'expérience technologique des employés de bout en bout, de la préparation des appareils à la conformité.
• Être le point d'escalade technique pour les flottes Windows et macOS, administrer les plateformes de gestion des identités et des points de terminaison.
• Occasional after-hours or weekend work for maintenance windows, migrations, and escalations
• Onsite presence required for imaging, deployments, hardware repair, and in-person support

Requirements

• Gérer un volume élevé de tickets dans ServiceNow ou Jira, en respectant ou en dépassant constamment les objectifs de SLA.
• Reporting and dashboarding experience with Power BI or equivalent
• Linux fundamentals and experience administering virtual machines (VMware vSphere, Hyper-V)
• Strong hands-on expertise troubleshooting both Windows and macOS in an enterprise environment
• Ability to lift and move IT equipment up to 40 lbs
• Production experience administering at least one major MDM platform (JAMF Pro, Microsoft Intune, Addigy, or equivalent), including building configuration profiles and policies from scratch

Experience supporting users across multiple international regions

• Experience supporting file share, print, or application servers on Windows Server
• 5+ years of progressive experience in IT support, end user services, or systems administration
• Experience with endpoint security and patch management tooling (BigFix, SentinelOne, Automox, Zscaler, or similar)
• Working knowledge of identity platforms — Okta, Active Directory, or Entra ID — including SSO and MFA administration
• Proficiency with an ITSM platform (ServiceNow, Jira Service Management) and a track record of meeting SLA commitments at volume
• Demonstrated ability to operate with minimal process and high ambiguity, and to build structure where none exists

Scripting for automation (PowerShell, Bash, or Python)

• Excellent written and verbal communication, with a white-glove approach to customer service across all levels of the organization
• Strong administration skills in Microsoft 365 and/or Google Workspace

Preferred

• JAMF Certified Tech (JAMF 200) or higher; Microsoft, Okta, or CompTIA certifications