IT Support Engineer

The role

The IT Support Engineer will own the employee technology experience from device readiness through the full asset lifecycle. This role involves resolving Tier 3 macOS escalations, administering identity and endpoint management platforms, and supporting a globally distributed workforce.

What you will do

• Support MDM platforms for Windows and macOS including enrollment, configuration profiles, group policies, and software distribution.
• Serve as Tier 1/2 escalation point for macOS and Windows device management issues.
• Work with Technical Engineers to standardize OS images and deployment workflows.
• Monitor endpoint performance and drive proactive remediation.
• Execute workstation imaging, setup, and deployment for new hires and internal transfers.
• Perform Tier 1/2 identity and access management including provisioning, deprovisioning, and group management.
• Support authentication methods including FIDO2 security keys, passkeys, and biometric authentication.
• Partner with IT Engineering on patch management, vulnerability remediation, and endpoint compliance.
• Own a high-volume ticket queue in ServiceNow or Jira.
• Provide support for Microsoft 365, Google Workspace, conferencing, and telephony systems.

Required qualifications

• 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).
• 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).
• Strong administration skills in Microsoft 365 and/or Google Workspace.
• Demonstrated ability to operate with minimal process and high ambiguity.
• Excellent written and verbal communication.
• Ability to lift and move IT equipment up to 40 lbs.

Nice to have

• JAMF Certified Tech (JAMF 200) or higher; Microsoft, Okta, or CompTIA certifications.
• Linux fundamentals and experience administering virtual machines (VMware vSphere, Hyper-V).
• Experience supporting file share, print, or application servers on Windows Server.
• Scripting for automation (PowerShell, Bash, or Python).
• Reporting and dashboarding experience with Power BI or equivalent.
• Experience supporting users across multiple international regions.

About the company

Fireworks is a Series D company providing a platform for specialized intelligence to build, train, and serve AI models. The company is valued at $17.5 billion and is backed by investors including NVIDIA and Sequoia Capital.