We’re looking for an experienced IT Support Engineer with a strong customer-service mindset who enjoys being close to users and solving problems day to day. This is a hands-on, support-focused role for someone who takes ownership of issues, communicates clearly, and ensures employees have a smooth and reliable technology experience.
You’ll work autonomously, respond to a wide range of support requests, and act as a trusted point of contact for IT across the business.
Located in New York (with rare travel across the US & Canada as required)
Key Responsibilities
- Act as the primary point of contact for end-user IT support across hardware, software, and connectivity issues
- Troubleshoot and resolve day-to-day IT issues, escalating when appropriate and owning issues through to resolution
- Support macOS environments, including MacBook setup, configuration, and troubleshooting
- Own onboarding and offboarding processes, including device preparation, access provisioning, and asset tracking
- Administer Microsoft Office 365 for end users (accounts, permissions, licensing, security settings)
- Manage devices using MDM solutions such as Jamf and/or Microsoft Intune
- Diagnose and resolve networking-related issues, including Wi-Fi, internet connectivity, and firewall access
- Maintain clear and up-to-date IT documentation, FAQs, and knowledge base articles
- Proactively identify recurring issues and suggest improvements to tools, processes, and the end-user experience
- Work with vendors and third-party providers to resolve support issues when required
- Provide on-site support at US and Canadian offices when needed (very rarely)
Requirements
Required Skills & Experience
- 2–3+ years of experience in IT support, desktop support, or a similar user-facing IT role
- Strong hands-on experience supporting macOS environments and end users
- Experience administering Microsoft Office 365 in a support context
- Experience managing endpoints with Jamf and/or Microsoft Intune
- Solid understanding of networking fundamentals relevant to troubleshooting (TCP/IP, DNS, DHCP, Wi-Fi, firewalls)
- Comfortable handling a wide variety of support requests across hardware, software, and SaaS tools
- Proven ability to manage multiple tickets and priorities while maintaining a high level of service
- Excellent communication skills and a friendly, approachable support style
Personal Attributes
- Self-starter who takes ownership of support issues end-to-end
- Strong customer-service mindset with patience and empathy for users
- Organized, detail-oriented, and reliable
- Calm under pressure and comfortable supporting non-technical users
Nice to Have
- Experience supporting distributed or multi-office teams
- Exposure to security best practices and endpoint protection too
