Description:
The Information Technology Support Engineer is a full-time remote role responsible for providing technical assistance to internal users and clients. This role includes diagnosing and resolving hardware, software, and network issues, responding to help desk requests, and maintaining system stability for ProVision and related platforms. The engineer will handle incident tickets, perform root cause analysis, assist with user account and access management, and support routine system administration tasks such as updates and configurations. Daily work also involves documenting solutions, contributing to knowledge base articles, and collaborating with other technology and product teams to improve overall service quality. The role requires clear communication, a customer-oriented mindset, and the ability to work independently in a remote environment.
Core Responsibilities:
- Helpdesk & User Support: Act as the first and second line of support for 50+ employees. Triage, troubleshoot, and resolve hardware and software issues efficiently.
- Device Lifecycle & Hands-Off Logistics: Oversee zero-touch deployment via Microsoft Autopilot and Apple Business. Coordinate scalable direct-to-user hardware ordering, provisioning, and offboarding logistics without needing physical kit storage.
- Identity & Access Management: Administer user lifecycle, groups, and permissions across Entra ID (M365), Google Workspace, Atlassian (Jira/Confluence), and NordPass.
- Documentation & Knowledge Sharing: Write clean, accurate technical documentation, standard operating procedures (SOPs), and end-user troubleshooting guides to maintain an organized internal knowledge base.
- Security Standards: Maintain strict adherence to internal security policies, assisting with baseline compliance across endpoints and user accounts.
Requirements & Experience:
- Experience: 1–3 years in an IT Support or similar role, ideally within a remote-first or SaaS environment.
- Device Management: Hands-on experience configuring and managing Windows and Mac devices via Microsoft Intune and Apple Business Manager (ABM).
- Systems Administration: Working knowledge of Microsoft 365 (Entra ID) and Google Workspace administration.
- Communication & Soft Skills: Excellent written communication and a customer-first mindset, with a knack for creating clear internal documentation and explaining technical concepts simply.
Non-essential
- Security Awareness: Basic familiarity with endpoint security concepts or tooling (e.g., EDR/ITDR like Microsoft Defender or Huntress).
- Scripting: Basic exposure to PowerShell or Bash for light task automation.