IT Support Engineer

Job Summary

Serving as the first point of contact for IT support requests, the full-time remote IT Support Engineer will manage helpdesk operations, lead knowledge management initiatives, and handle Tier 2 systems administration across various SaaS platforms.

Key Responsibilities

• Triaging helpdesk tickets and resolving Tier 1/2 issues with clear communication while providing end-user support across macOS and Windows
• Leading the IT knowledge management program by creating and maintaining structured documentation for both human and AI use
• Administering Updater's SaaS stack, including user provisioning, license management, and supporting change management processes

Required Qualifications

• 1-3 years of IT support or helpdesk experience in a professional environment
• Familiarity with macOS and Windows support, as well as tools like Okta, Google Workspace, and Atlassian
• Proven ability to write clear technical documentation and create user-friendly help articles
• Experience using AI assistants as part of daily workflows
• Relevant certifications such as CompTIA A+, Google Workspace Administrator, or ITIL Foundation are a plus