IT Support Engineer (US Shift)

About the Role

We are seeking an experienced IT Support Engineer to support and scale our global IT operations. In this role, you’ll partner closely with the IT Manager to deliver reliable end-user support, manage devices and systems, and help advance security and compliance initiatives across the organization. This is a hands-on role supporting employees across time zones during US business hours. You’ll play a key role in onboarding and offboarding, application and device management, and maintaining a secure, compliant IT environment in a fast-growing SaaS company.   What You Will Do End-User Technical Support Provide Level 1 and Level 2 technical support for macOS, Windows, business applications, network connectivity, VPN, SSO, and related IT services. Troubleshoot and resolve technical issues for users across multiple regions and time zones. Manage, prioritize, and resolve IT support tickets within defined SLAs. Escalate complex issues to relevant vendors or internal teams and follow through until resolution. Provide a high-quality end-user support experience through clear communication and timely updates. Onboarding & Offboarding Configure, provision, and deploy laptops and other devices using MDM tools. Create, modify, suspend, and deactivate user accounts across business applications. Provision appropriate application access based on role and business requirements. Coordinate laptop shipment, access setup, and other IT requirements to ensure a smooth onboarding experience. Ensure timely access revocation, device recovery, and data handling during employee offboarding. Maintain accurate onboarding and offboarding records. Device & Asset Management Maintain accurate device inventory and asset tracking records. Manage the complete lifecycle of IT assets, including allocation, upgrades, repairs, replacements, returns, and disposal. Coordinate laptop repairs, replacements, shipping, and logistics. Ensure devices are configured and secured according to company security standards. Monitor device compliance, encryption, OS versions, and security posture through MDM platforms. Application & System Support Support and administer applications such as Google Workspace, Microsoft 365, Slack, Jira, Zoom, 1Password, and other business applications. Troubleshoot application, authentication, SSO, and access-related issues. Support application integrations and configuration changes. Assist with user access management, license allocation, and application provisioning. Monitor system and application dashboards for operational, security, and compliance issues. Coordinate with vendors and application support teams when required. Security & Compliance Support Ensure endpoints meet defined security baselines, including encryption, patching, monitoring, and device compliance. Support SOC 2 and ISO compliance activities, including evidence collection and documentation. Assist with periodic user access reviews and compliance reporting. Support security awareness initiatives and remediation of endpoint or application-related compliance findings. Follow established IT security policies, access control procedures, and change management processes. Project Support Support application integrations and system improvements across platforms such as Google Workspace, Slack, Jira, MDM, and other business applications. Assist with IT projects related to automation, scalability, security, compliance, and operational efficiency. Participate in the implementation and ongoing support of compliance frameworks such as ISO 27001 and ISO 42001. Support technology migration, application rollout, and process improvement initiatives as assigned. Participate in project-based activities based on business and IT priorities. Documentation Maintain IT process documentation, troubleshooting guides, knowledge-base articles, and SOPs. Keep onboarding, offboarding, asset issuance, and asset return records up to date. Document application configurations, recurring issues, and resolution steps where required. Ensure IT documentation remains accurate and updated as processes and systems change.

SKILL REQUIREMENTS

Willingness to work during US shift timings. Strong hands-on experience with macOS and Windows laptop setup, configuration, administration, and troubleshooting. Strong understanding of Google Workspace and Microsoft 365 administration. Experience with MDM platforms such as Rippling, Microsoft Intune, Jamf, or Kandji. Experience supporting SaaS applications, SSO, MFA, and user access management. Basic understanding of networking concepts including DNS, DHCP, VPN, Wi-Fi, TCP/IP, and connectivity troubleshooting. Basic understanding of IT security and compliance requirements. Experience with ticketing systems and working within defined SLAs. Strong communication, documentation, troubleshooting, and problem-solving skills. Ability to work independently, manage priorities, and coordinate with users, vendors, and internal teams across different time zones.