Support Engineer
Job Summary
The Support Engineer will own day-to-day IT operations for a 220-person global company. This role involves managing IT helpdesk support, automating onboarding/offboarding processes, and administering macOS and cloud infrastructure. Additionally, the role focuses on supporting AI tool deployment, maintaining compliance standards like ISO 27001 and SOC 2, and building automation to improve operational efficiency.
Responsibilities
- Manage IT helpdesk tickets and escalations
- Automate onboarding and offboarding workflows
- Administer macOS fleet, Okta, and Google Workspace/M365
- Maintain ISO 27001 and SOC 2 compliance documentation
- Deploy and support internal AI and automation tools
Required Skills
- Jamf Pro and macOS fleet management
- Okta and Identity Management
- Google Workspace and Microsoft 365 administration
- Scripting skills (Python, Shell, or Google Apps Script)
- Experience with compliance frameworks (ISO 27001, SOC 2)
Job Details
Responsibilities:
- Manage the IT helpdesk queue: resolve, close, or escalate with clear ownership.
- Run onboarding and offboarding end-to-end: Jamf provisioning, Okta access, app assignments, and hardware setup.
- Administer macOS fleet via Jamf Pro: device enrollment, policy deployment, Jamf Connect, and software management.
- Manage Okta: user lifecycle, MFA, and end-user troubleshooting.
- Own Google Workspace and Microsoft 365 admin: mailboxes, groups, aliases, shared drives, and licensing.
- Track hardware logistics with the office manager: device orders, shipments, and MDM enrollment status.
- Maintain accurate asset management records and keep endpoint security up to date.
Automation & AI Operations:
- Maintain and improve onboarding/offboarding automation workflows.
- Support Claude enterprise admin: user provisioning, access tier management, and MCP connector setup.
- Monitor AI tools and flag anomalies.
- Build and maintain lightweight automations (Google Apps Script, shell, Python) to eliminate repetitive manual work.
Compliance & Security Support:
- Gather and maintain ISO 27001 and SOC 2 evidence in Vanta.
- Conduct periodic access reviews.
- Keep systems compliant with internal security standards and document support/operations processes.
- Assist in preparation for InfoSec audits.
How you work:
- Async-native: Communicate clearly in writing.
- Self-directed: Identify tasks independently and manage blockers.
- High-closure bias: Prioritize resolved tickets and empty queues.
- Security-conscious: Understand the reasoning behind security standards.
- Positive, service-oriented attitude: Maintain a problem-solving mindset.