IT Support Engineer

The role

The IT Support Engineer provides on-site and remote support to employees. This role ensures smooth operations across hardware, software, and core IT services.

What you will do

• Provide on-site and remote IT support via walk-ups, tickets, and chat.
• Deliver hardware and software troubleshooting and break-fixes for macOS and Windows systems.
• Support and maintain IT services such as MDM (Kandji), SentinelOne EDR, Google Workspace, Slack, Okta, PAM solutions, and vulnerability management tools.
• Install, configure, and maintain software, hardware, and network devices.
• Manage IT assets, including procurement, deployment, lifecycle tracking, and audits.
• Monitor and respond to security alerts, ensuring compliance with security best practices.
• Provide IT support for meeting room technology, conferencing tools, and A/V systems.
• Troubleshoot and escalate network connectivity issues (Wi-Fi, VPN, switches, access points).
• Conduct new hire onboarding and offboarding, including provisioning/deprovisioning of accounts and devices.
• Develop and maintain IT documentation, knowledge base articles, and SOPs.

Required qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• 4-6 years of IT support or system administration experience.
• Strong knowledge of macOS and Windows environments.
• Hands-on experience with tools such as Google Workspace, Okta, Slack, MDM (Kandji), EDR (SentinelOne).
• Familiarity with asset management, IT procurement, and lifecycle management.
• Strong troubleshooting, communication, and documentation skills.
• Security-first mindset with experience handling security alerts and vulnerabilities.

Nice to have

• Industry certifications such as CompTIA A+, Network+, Security+, or equivalent.
• Experience with PAM solutions, system vulnerability management tools, or advanced networking.
• Prior experience in a fast-paced startup environment.
• Ability to conduct IT training sessions and employee security awareness programs.

About the company

arcanaanalytics