Senior Automation and IT Engineer, Horizon3

• 5+ years of IT support, systems administration or IT operations roles
• 3+ years of device management platforms (Kandji, SureMDM, Intune, etc..)
• Proven experience supporting and enabling fully remote teams
• Deep expertise knowledge with both Windows and macOS system
• Expert with Unified Endpoint Management (UEM) platforms such as Kandji, Intune, SureMDM
• Strong knowledge of Okta or similar identity provider platforms
• Demonstrated ability to lead IT initiatives and drive process improvements
• Experience supporting email platforms such as Gmail or Outlook 365
• Basic understanding of cybersecurity hygiene and common threats
• Experience with scripting or automation tools to streamline IT tasks (PowerShell, Python, Bash, or automation platforms)
• Excellent written communication skills for documentation and user training
• Strong project management and organizational skills to manage and prioritize multiple tasks in a fast-paced environment
• As a remote first company, we require minimum 25Mbps consumer grade broadband connection

Desirable

• We are seeking a skilled Sr Automation and IT Engineer with strong experience in day-to-day IT Help Desk Operations to join our growing IT operations team
• As a key member of our team, you’ll be responsible for the operational health and effectiveness of our end user environment, have a key understanding of both Windows and MacOS systems, experience with Unified Endpoint Management (UEM) platforms, and a foundational knowledge of cybersecurity best practices
• This role is instrumental in helping us scale and mature our Help Desk and business-wide IT operational capabilities while maintaining a strong security posture across the organization
• Lead the automation of repetitive IT workflows (onboarding, offboarding, access requests, software deployment) using tools like Okta Workflows, Jira Automations, scripting (PowerShell, Bash, Python), API, or low-code platforms
• Support adoption and safe usage of AI-enabled tools (e.g., Microsoft Copilot, Google Gemini, ChatGPT) by enabling policy controls, usage monitoring, and employee education
• Continuously evaluate and implement technologies that support modern, scalable, secure, and efficient IT operations for a distributed workforce
• Provide prompt and efficient technical support to end-users via phone, email, chat, and/or in-person
• Troubleshoot and resolve a wide range of technical issues, including but not limited to:
• Computer hardware and software issues (Windows and macOS)
• Application issues
• Network connectivity problems (wired and wireless)
• Application installation and configuration
• Printer and peripheral device issues
• Email delivery
• Mobile device support
• Build and maintain internal documentation such as Standard Operating Procedures (SOP) of tools
• Maintain accurate records of support requests, troubleshooting steps, and resolutions
• Create clear knowledgebase documentation for common technical issues and solutions
• Document all support incidents and resolutions in the ticketing system
• Develop and maintain internal knowledge base articles and end-user guides to reduce support friction and improve self-service
• Provision, manage, and support Unified Endpoint Management (UEM) technologies to ensure device compliance, monitor system performance, and maintain an inventory of devices in the organization
• Develop and maintain automated provisioning workflows for device setup during onboarding, ensuring security baselines, encryption, and application policies are consistently applied at scale
• Continuously evaluate new UEM features and vendor integrations, recommending enhancements that improve support efficiency, device visibility, and security enforcement across the fleet
• Coordinate and oversee secure asset recovery processes for employee offboarding, including clear communications, retrieval workflows, shipping logistics, and data wipe validation
• Assist in maintaining a secure computing environment by identifying and mitigating basic security vulnerabilities, supporting the implementation of security protocols, and ensuring that EDR and firewall systems are up to date
• Collaborate with Security and IT leadership to implement and enforce technical controls (e.g. device hardening, local admin rights, USB/media restrictions)
• Assist in vulnerability management efforts, including patch compliance tracking and coordination with internal stakeholders to remediate findings from vulnerability scans or internal audits
• Support device and identity hygiene audits for compliance with frameworks such as SOC 2, ISO 27001, and GDPR, assisting with evidence collection and policy implementation as required