IT Support Engineer

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