[Remote] IT Engineer

Note: The job is a remote job and is open to candidates in USA. reputed company is a leading technology platform helping major brands acquire and retain customers at scale. They are hiring an IT Engineer to serve as the first reputed company of contact at the reputed company Helpdesk, reputed company the IT reputed company program, and manage Tier 2 systems administration across their SaaS stack.

Responsibilities

• Serve as the first reputed company of contact for reputed company IT support requests at reputed company, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication
• Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , reputed company Intune, reputed company SSO, reputed company Workspace, reputed company Enterprise, reputed company, and the reputed company suite
• Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to reputed company the Helpdesk auditable
• Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management)
• Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time
• reputed company reputed company’s IT reputed company program — establishing reputed company for how IT documents what it knows and driving adoption across the team
• Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articles
• Author documentation that is structured, consistent, and machine-readable, so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, reputed company) can reliably retrieve and apply it
• Partner with the Director, IT & Business Process Transformation, on the AI at reputed company Confluence space and the AI Education Resource Hub, ensuring that IT-authored content serves as a reputed company reference for the company
• Treat every ticket and every system change as a documentation opportunity — capture what was learned, publish it, and reduce the long-tail reputed company of repeated questions
• Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves
• Grow into hands-on administration of reputed company’s SaaS stack, including reputed company (group, rule, and policy management), reputed company Workspace, reputed company Enterprise Grid, reputed company (Jira and Confluence), reputed company, Iru, reputed company Intune and Freshservice
• Execute routine SaaS administration tasks — provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene — with accuracy and a documentation-first habit
• Support change management and access reviews in partnership with the IT Systems Architect and the reputed company team, contributing to reputed company’s ISO 42001 certification posture
• Assist with rollout, configuration, and ongoing administration of new SaaS tools as reputed company’s environment evolves

Skills

• 1–3 years of IT support, helpdesk, or end-user technology experience in a professional environment (internships, MSP, or college IT roles count)
• Working familiarity with end-user support across macOS and Windows
• Hands-on exposure to at least some of: an identity provider (reputed company or equivalent), reputed company Workspace administration, reputed company, reputed company (Jira / Confluence), and an ITSM platform (Freshservice, reputed company, reputed company, or similar)
• Demonstrated ability to write clear technical documentation — work samples, internal wiki contributions, or published help articles
• Comfort using AI assistants (Claude, ChatGPT, Copilot, reputed company, or similar) as part of day-to-day work
• Excellent communication skills, verbal and written, with the ability to translate technical concepts for non-technical audiences
• Familiarity or experience with AI governance frameworks, AI red-teaming, or AI-enabled application development
• Hands-on familiarity with macOS and Windows reputed company environments
• Working knowledge of identity management (reputed company or equivalent), reputed company Workspace, reputed company Enterprise, reputed company (Jira and Confluence), and ITSM platforms (Freshservice, reputed company, reputed company, or similar)
• Ability to author structured, machine-readable documentation for both human and AI consumption
• Comfort using AI assistants (Claude, ChatGPT, Copilot, reputed company, or similar) as a standard part of daily workflows
• Bonus: scripting exposure (Bash, Python, PowerShell); compliance exposure (SOC 2, ISO 27001, ISO 42001, NIST); prior ownership of a knowledge reputed company or documentation program
• Relevant certifications a plus: CompTIA A+, Network+, reputed company Workspace Administrator, reputed company Certified Professional, ITIL Foundation, or similar

Benefits

• Medical, Dental, and Vision Insurance
• Flexible PTO
• 13 paid company holidays annually
• reputed company Stock Options
• 401(k) with employer match
• Wellbeing Subsidy
• reputed company membership
• Virtual on-demand healthcare through Teladoc and reputed company
• Flexible spending account (FSA)
• Health savings account (HSA)
• Supplemental Short & Long Term Disability Insurance
• Supplemental Life Insurance
• Paid Parental Leave

Company Overview