IT Support Engineer (US Shift)

About the Role

 

End-User Technical Support

• • Provide Level 1 and Level 2 technical support for macOS, Windows, business applications, network connectivity, VPN, SSO, and related IT services.
  • Troubleshoot and resolve technical issues for employees across multiple regions and time zones.
  • Manage, prioritize, and resolve IT support tickets within defined SLAs.
  • Escalate complex issues to relevant vendors or internal teams and follow through until resolution.
  • Provide a high-quality end-user support experience through clear communication and timely updates.

  Onboarding & Offboarding

  • • Configure, provision, and deploy laptops and other devices using MDM tools.
    • Create, modify, suspend, and deactivate user accounts across business applications.
    • Provision appropriate application access based on role and business requirements.
    • Coordinate laptop shipment, access setup, and other IT requirements to ensure a smooth onboarding experience.
    • Ensure timely access revocation, device recovery, and appropriate data handling during employee offboarding.
    • Maintain accurate onboarding and offboarding records.

    Device & Asset Management

    • • Maintain accurate device inventory and asset tracking records.
      • Manage the complete lifecycle of IT assets, including allocation, upgrades, repairs, replacements, returns, and disposal.
      • Coordinate laptop repairs, replacements, shipping, and logistics.
      • Ensure devices are configured and secured according to company security standards.
      • Monitor device compliance, encryption, OS versions, and overall security posture through MDM platforms.

      Application & System Support

      • • Support and administer business applications such as Google Workspace, Microsoft 365, Slack, Jira, Zoom, 1Password, and other SaaS applications.
        • Troubleshoot application, authentication, SSO, and access-related issues.
        • Support application integrations and configuration changes.
        • Assist with user access management, license allocation, and application provisioning.
        • Monitor system and application dashboards for operational, security, and compliance-related issues.
        • Coordinate with vendors and application support teams when required.

        Security & Compliance Support

        • • Ensure endpoints meet defined security baselines, including encryption, patching, monitoring, and device compliance.
          • Support SOC 2 and ISO compliance activities, including evidence collection and documentation.
          • Assist with periodic user access reviews and compliance reporting.
          • Support security awareness initiatives and remediation of endpoint or application-related compliance findings.
          • Follow established IT security policies, access control procedures, and change management processes.

          Project Support

          • • Support application integrations and system improvements across platforms such as Google Workspace, Slack, Jira, MDM, and other business applications.
            • Assist with IT projects related to automation, scalability, security, compliance, and operational efficiency.
            • Participate in the implementation and ongoing support of compliance frameworks such as ISO 27001 and ISO 42001.
            • Support technology migrations, application rollouts, and process improvement initiatives as assigned.
            • Participate in project-based activities based on business and IT priorities.

            Documentation

            • • Maintain IT process documentation, troubleshooting guides, knowledge-base articles, and SOPs.
              • Keep onboarding, offboarding, asset issuance, and asset return records up to date.
              • Document application configurations, recurring issues, and resolution steps where required.
              • Ensure IT documentation remains accurate and updated as processes and systems change.

Required Skills & Experience

• Willingness and ability to work duringUS shift timings.
• Strong hands-on experience with macOS and Windows laptop setup, configuration, administration, and troubleshooting.
• Strong understanding of Google Workspace and Microsoft 365 administration.
• Experience with MDM platforms such as Rippling, Microsoft Intune, Jamf, Kandji, or similar tools.
• Experience supporting SaaS applications, SSO, MFA, and user access management.
• Understanding of networking concepts, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, and connectivity troubleshooting.
• Basic understanding of IT security and compliance requirements.
• Experience working with IT ticketing systems and managing requests within defined SLAs.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong communication and documentation skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Ability to coordinate effectively with employees, vendors, and internal teams across different time zones.

Nice-to-Have Skills

• • Experience working in a global or remote-first organization.
  • Experience supporting a fast-growing SaaS or technology company.
  • Experience supporting SOC 2, ISO 27001, ISO 42001, or similar compliance frameworks.
  • Experience with endpoint security, device compliance, and security monitoring.
  • Experience managing IT assets and supporting laptop logistics across multiple locations.
  • Experience supporting application integrations and IT automation initiatives.
  • Familiarity with identity and access management practices.

  What Success Looks Like

  • • Employees receive timely, reliable, and high-quality technical support across global time zones.
    • IT tickets are effectively prioritized and resolved within defined SLAs.
    • Employee onboarding and offboarding processes are completed smoothly and securely.
    • Devices and IT assets are accurately tracked and managed throughout their lifecycle.
    • Business applications, user access, and endpoint environments are maintained securely and efficiently.
    • Devices consistently meet established security and compliance requirements.
    • IT documentation, knowledge-base articles, and operational records remain accurate and up to date.
    • The IT function continues to scale effectively as Findem grows.