IT Support Engineer

About Keyfactor 

Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!

Title: IT Support Engineer

Location: Atlanta, GA

Experience: Mid-Level

Job Function: IT & Compliance

Employment Type: Full-Time

Industry: Computer & Network Security

About the position

The IT Support Engineer offers technical support to end-users, resolving hardware and software issues, and maintaining IT systems. This role includes installing, configuring, and optimizing organizational software, hardware, and systems. Experience in handling more complex technical issues and contributing to IT projects is required.

Applicants must hold US citizenship or US permanent work authorization status.

Responsibilities

• Support end users at specific Keyfactor offices with a broader range of technical issues and more complex problems.
• Support and maintain systems used by end users globally, ensuring optimal performance and compliance with standards.
• Contribute to and manage IT projects related to Keyfactor Global IT systems, including configuration and optimization.
• Work cross-functionally with other departments to deploy and integrate IT systems.
• Collaborate with Compliance and InfoSec teams to provide detailed information and support for security frameworks.
• Serve as an escalation point for technical issues and more complex troubleshooting.

Minimum Qualifications, Education, and Skills

• High School diploma or equivalent. IT focused certifications a plus
• Solid understanding of IT systems, experienced in support and system maintenance, managing moderate complexity tasks effectively.
• Excellent internal presence and strong interpersonal communication skills: Strong communication skills with the ability to manage complex interactions.
• Experience operating in a high-security environment and navigating compliance controls: Practical experience with security and compliance requirements.
• Effective time management, project management, and prioritization skills: Ability to manage multiple tasks and projects effectively.
• Effective at drafting documentation for systems & procedures, contributing to IT Knowledge Management: Skill in creating detailed documentation and contributing to knowledge sharing.
• Experience configuring, supporting Microsoft 365 suite of products: Proficient in configuring and maintaining Microsoft 365 applications.
• Experience configuring, supporting Active Directory (AD) Systems: Advanced experience with AD, including complex configurations.
• Experience with hybrid AD deployments preferred: Knowledge of hybrid AD environments is beneficial.
• Experience configuring, supporting end-user devices on various operating systems: Proficiency in supporting Windows 10 / 11 and Mac OS.
• Ability to lead small projects, innovate within the role, and provide training to peers.
• Advanced skills in networking, Microsoft 365, Active Directory, MDM/RMM systems, hardware procurement, cloud security, cross-functional collaboration, and detailed documentation.
• Comprehensive knowledge of industry standards, company operations, and advanced methodologies.

Compensation

Salary will be commensurate with experience.  

Culture, Career Opportunities and Benefits 

We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.  

Here are just some of the initiatives that make our culture special:   

• Second Fridays (a company-wide day off on the second Friday of every month minus November and December of 2025 due to the Holiday schedule). Please note that this benefit is subject to change.
• Comprehensive benefit coverage globally.
• Generous paid parental leave globally.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees. 
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. 
• The Keyfactor Alliance Program to support DEIB efforts. 
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. 
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Monthly Talent development and Cross Functional meetings to support professional development. 
• Regular All Hands meetings – followed by group gatherings. 

Our Core Values 

Our core values are extremely important to how we run our business and what we look for in every team member:  

Trust is paramount.   

We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.   

Customers are core.   

We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.   

Innovation never stops, it only accelerates.   

The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.   

We deliver with agility.    

We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.   

United by respect.    

Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.   

Teams make “it” happen.   

Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.   

Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.  

REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time. 

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