IT Support Engineer, Fireworks AI

• 5+ years of progressive experience in IT support, end user services, or systems administration
• Strong hands-on expertise troubleshooting both Windows and macOS in an enterprise environment
• Production experience administering at least one major MDM platform (JAMF Pro, Microsoft Intune, Addigy, or equivalent), including building configuration profiles and policies from scratch
• Working knowledge of identity platforms — Okta, Active Directory, or Entra ID — including SSO and MFA administration
• Experience with endpoint security and patch management tooling (BigFix, SentinelOne, Automox, Zscaler, or similar)
• Proficiency with an ITSM platform (ServiceNow, Jira Service Management) and a track record of meeting SLA commitments at volume
• Strong administration skills in Microsoft 365 and/or Google Workspace
• Demonstrated ability to operate with minimal process and high ambiguity, and to build structure where none exists
• Excellent written and verbal communication, with a white-glove approach to customer service across all levels of the organization
• Ability to lift and move IT equipment up to 40 lbs
• Onsite presence required for imaging, deployments, hardware repair, and in-person support
• Occasional after-hours or weekend work for maintenance windows, migrations, and escalations

Desirable

• We are hiring an IT Support Engineer to own the employee technology experience end to end — from day-one device readiness through the full asset lifecycle. This is a hands-on, high-ownership role for someone who is equally comfortable resolving a Tier 3 macOS escalation, standing up device management infrastructure from scratch, and turning repetitive support work into documented, self-service processes
• You will be the technical escalation point for our Windows and macOS fleet, administer our identity and endpoint management platforms, and partner with security to keep the fleet patched and compliant. You will also mentor junior support staff and set the standard for white-glove service across the company
• Be the front line supporting MDM platforms across the fleet in collaboration with our Technical Engineer — supporting Windows and macOS, including enrollment, configuration profiles, group policies, and software distribution
• Serve as the Tier 1/2 escalation point for macOS and Windows device management issues, including configuration drift, update failures, and security policy conflicts
• Work with Technical Engineers to standardize OS images and deployment workflows on a quarterly cadence
• Monitor endpoint performance and digital employee experience to identify emerging issues before they scale, and drive proactive remediation across the fleet
• Execute workstation imaging, setup, and deployment for new hires and internal transfers, scaling to 100+ builds per month during peak hiring
• Handle Tier 1/2 identity and access tasks, including provisioning, deprovisioning, group management, and application access requests
• Provide Tier 1/2 support for authentication methods including FIDO2 security keys, passkeys, and biometric authentication
• Troubleshoot via remote sessions with Slack Huddle, Zoom, or Google Meet
• Partner with the IT Engineering team on patch management, vulnerability remediation, and endpoint compliance using tools such as BigFix, SentinelOne, or Automox
• Support security-driven remediation tickets within SLA and maintain fleet compliance against internal and regulatory standards
• Own a high-volume ticket queue in ServiceNow or Jira, consistently meeting or beating SLA targets while maintaining high customer satisfaction
• Provide in-person and remote support to a globally distributed workforce across North America and EMEA time zones
• Troubleshoot Microsoft 365 and Google Workspace issues including sync failures, authentication errors, mail flow, and collaboration tooling (Teams, Zoom, SharePoint)
• Support conferencing and telephony systems for internal and executive-level meetings
• Provide asset management support to help track and manage computer hardware and software
• Manage asset shipping and recovery for new joiners and leavers
• Lead new-hire IT onboarding sessions covering workstation setup, security protocols, and support procedures
• Author and maintain runbooks and self-service documentation in Confluence or SharePoint to reduce repeat ticket volume
• Fully ramp on the fleet and operate independently as the Tier 3 escalation point for Windows and macOS
• Achieve a measurable reduction in average time-to-resolution and repeat ticket volume through documentation and automation
• Standardize and document onboarding and imaging workflows to consistently deliver day-one readiness
• Sustain endpoint compliance at or above target across the fleet