IT support engineer

We are seeking an experienced Senior IT Support Engineer to join our IT team and take ownership of our global infrastructure, identity and access management, multi-cloud environments (M365, Azure, AWS), and multi-OS endpoint management (Windows, macOS, Linux) via JumpCloud MDM.

• Administer and maintain Microsoft 365 services (Exchange Online, SharePoint, Teams, Defender) and Azure/Entra ID tenant environments.
• Manage Google Workspace foundational services (Gmail, Drive, Calendar, Admin Console) as part of core SaaS administration.
• Manage AWS cloud services, identity policies, IAM role assignments, and basic cloud infrastructure components.
• Configure and manage Single Sign-On (SSO), SAML, OAuth, and Multi-Factor Authentication (MFA) across SaaS apps.
• Monitor service health, security alerts, access logs, and administrative activity across cloud environments.
• Manage Slack administration, channel governance, app integrations, and automated workflows.
• Oversee Jira Service Management / Jira Software for ticket workflows, SLA monitoring, asset management, and change management processes.
• Leverage Google Apps Script and custom API scripts to automate repetitive IT workflows and cross-platform integrations.
• Leverage and evaluate AI productivity tools and LLM integrations to enhance helpdesk workflows, automated triage, and internal knowledge bases.
• Implement and maintain security controls aligned with ISO 27001 principles, supporting annual audits and risk management activities.
• Ensure compliance across endpoint security, disk encryption (BitLocker/FileVault), vulnerability patch management, and access reviews.
• Participate in incident detection, response, forensic logging, and security awareness initiatives.
• Provide tier-3 technical support for complex hardware, network, software, and cloud infrastructure issues.
• Develop comprehensive standard operating procedures (SOPs), knowledge base documentation, and operational standards.
• Provide technical mentorship to junior support engineers and lead technical onboarding.
• Serve as Subject Matter Expert for JumpCloud MDM, managing user directory, zero-trust access, policy enforcement, and device orchestration.
• Manage deployment, patch management, system hardening, and troubleshooting for heterogenous fleet: Windows laptops, macOS, and Linux endpoints.
• Automate device provisioning, zero-touch onboarding, remote configuration, and offboarding workflows.

• 5+ years of professional IT engineering, cloud administration, and senior technical support experience.
• Experience with Google Workspace administration and core services is a required prerequisite.
• Strong hands-on administration of Microsoft 365 (M365) and Azure / Entra ID environments.
• Practical experience managing AWS core services and IAM identity workflows.
• In-depth experience with MDM platforms, specifically JumpCloud for identity and device management.
• Proven expertise supporting cross-platform operating systems: Windows 10/11, macOS, and Linux (Ubuntu/Debian/RHEL).
• Highly analytical with a structured approach to troubleshooting cross-platform and cloud environments.
• Security-first mindset, naturally aligned with compliance and governance frameworks.
• Proactive advocate for efficiency, seeking out opportunities to leverage AI, Apps Script, and automation.
• Excellent written and verbal communication skills, able to explain technical concepts to non-technical stakeholders.
• Fluent written and spoken English is a mandatory requirement.
• Будет плюсом: Experience developing automation and workflow solutions using Google Apps Script is highly advantageous; Relevant cloud or MDM certifications (e.g., AWS Certified SysOps, Microsoft Certified: Azure Administrator, JumpCloud Core / Advanced, Google Workspace Associate/Professional); Scripting ability for automation (Bash, PowerShell, Python, JavaScript); Experience with SIEM, endpoint protection (EDR/XDR), and Data Loss Prevention (DLP) tools; ITIL certification or strong understanding of IT Service Management best practices; Hands-on experience with Slack administration and Jira / Jira Service Management; Practical exposure to ISO 27001 compliance, security control implementations, and audit readiness; Familiarity with leveraging AI tools (e.g., ChatGPT, Claude, GitHub Copilot, custom LLM integrations) to streamline operational IT tasks; Strong understanding of core networking (TCP/IP, DNS, DHCP, VPNs, Zero-Trust network access)

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