Senior Support Engineer

Accountabilities

• • Provide end-user and workstation support for remote employees, with a primary focus on macOS devices and Apple-centric technology environments.
  • Administer user licenses, accounts, permissions, and access across SaaS, PaaS, and IaaS platforms, including Google Workspace, Microsoft 365, Slack, Jira, Confluence, VPN, OneLogin, and 1Password.
  • Monitor macOS laptops to ensure reliable operation, security, performance, and working condition.
  • Evaluate hardware and software upgrades and coordinate deployment and rollout activities for remote users.
  • Configure, prepare, and distribute macOS laptops for new and existing employees.
  • Maintain accurate inventories of laptops, mobile devices, applications, and other IT assets.
  • Administer and maintain an Apple-focused Mobile Device Management environment; experience with Mosyle is advantageous.
  • Provide technical support, application training, and troubleshooting assistance to end users with varying levels of technical expertise.
  • Triage and resolve application, workstation, connectivity, and access-related issues while providing a high standard of customer service.
  • Assist with evaluating new software, hardware, vendors, and technology products to support organizational needs.
  • Track and document system and user changes through web-based helpdesk and support systems.
  • Produce monthly and quarterly system access, software usage, and compliance reports using web-based tools as well as Bash and/or Python scripts.
  • Analyze reporting results and provide recommendations for improving systems, processes, access controls, and technology operations.
  • Maintain upgrades and configurations for a public WordPress-based website.
  • Monitor and triage alerts from business and technology platforms, security systems, and communication services, including Sophos and Twilio.
  • Participate in an on-call rotation, with availability for at least one week per month to respond to critical system notifications.

  Requirements

  • Bachelor’s degree in Information Technology, Computer Information Systems, Computer Science, or a related technical discipline.
  • 5+ years of professional experience in information technology, including technical support, systems administration, and/or development.
  • 3+ years of hands-on experience using command-line tools in Linux or macOS environments.
  • Strong understanding of common networking and communication protocols, including HTTPS, SMS, SMTP, SIP, TCP/IP, and SCP.
  • Strong troubleshooting and analytical skills with the ability to diagnose technical issues and develop practical solutions.
  • Excellent verbal communication, customer service, organizational, and attention-to-detail skills.
  • Ability to explain technical concepts clearly to users with varying levels of technical expertise.
  • Self-motivated and capable of working independently with minimal supervision in a remote environment.
  • Experience administering SaaS applications, user accounts, access controls, endpoint devices, and IT assets.
  • Experience with Bash and/or Python scripting for automation, reporting, or systems administration is valuable.
  • Experience working in regulated environments is preferred, particularly environments governed by HITRUST or HIPAA requirements.
  • Familiarity with AWS products and services is a plus.
  • Experience managing and configuring OneLogin is a plus.
  • Experience with Apple-focused Mobile Device Management platforms, particularly Mosyle, is advantageous.
  • Ability and willingness to participate in an on-call rotation for critical system notifications.

  Benefits

  • Opportunity to join a growing, distributed organization in a senior technical support capacity.
  • Remote work environment supporting geographically distributed end users.
  • Broad technical scope spanning endpoint management, SaaS administration, system administration, compliance, automation, and IT operations.
  • Opportunity to help establish and improve scalable IT support processes and workflows.
  • Exposure to Apple/macOS technologies, cloud platforms, SaaS applications, security tools, and infrastructure systems.
  • Opportunity to contribute to compliance, reporting, automation, and technology evaluation initiatives.
  • Senior-level collaboration with IT leadership and other technical team members.
  • Compensation and additional benefits were not specified in the provided job description.