IT Support Engineer, Magic

• 5+ years of IT support experience in a fast-paced environment, startup or high-growth tech preferred
• Deep macOS proficiency: you know the platform end-to-end, GUI to command line
• Hands-on MDM experience (Kandji, Jamf, or equivalent)
• You default to AI tools and automation when you see repetitive work
• Solid Google Workspace administration
• Comfortable scripting in Bash; Python is a plus
• Experience building automations or workflow tooling that reduced manual support burden
• Solid understanding of identity and access: SSO, SAML, SCIM, MFA, directory services
• Detail-oriented and attentive: you notice what others miss, follow through without being asked, and hold yourself to a high bar where a closed ticket is not the same as a person being taken care of
• Magic strives to be the place where high-potential individuals can do their best work. We value quick learning and grit just as much as skill and experience

Desirable

• As an IT Support Engineer at Magic, you will own the experience every employee has with technology from day one
• That starts with onboarding: making sure new hires are set up, unblocked, and productive before they ever submit their first ticket, and extends through the full employee lifecycle
• This role sits within a small IT team handling the full spectrum of IT and security operations
• You are expected to be proactive, not reactive: anticipating problems, improving the experience, and using AI tools as a first instinct when finding ways to work smarter
• The expectation is genuine ownership: not just closing tickets, but caring deeply about whether the person on the other end actually had a good experience
• Own the employee onboarding experience end-to-end: device provisioning, account setup, and access management
• Partner closely with Recruiting, Operations, and Office teams to keep onboarding coordinated and consistently improving as we scale
• Triage and resolve end-user issues across hardware, macOS, SaaS platforms, and accounts via ticketing system in Slack
• Administer Google Workspace, Slack, AI tools, and other core SaaS tools
• Manage macOS endpoints via MDM: enrollment, configuration profiles, scripts, and policy enforcement
• Troubleshoot identity and access issues across SSO, MFA, SCIM, and directory services
• Build automations via internal toolings that eliminate toil and improve the support experience
• Maintain SF office infrastructure: network, AV, conference rooms, and physical security
• Write runbooks, automation scripts (Bash/Python), and internal documentation
• Participate in an on-call rotation for urgent issues outside business hours