AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.
WHY JOIN US
If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!
ABOUT THE ROLE
We are looking for a Senior IT Support Specialist to manage devices, access, and IT support for a remote-first team, including security and compliance tasks.
MUST HAVES
- 4+ years of experience in IT support, systems administration, or IT operations roles.
- 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable).
- 3+ years of experience with Google Workspace administration.
- 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar).
- Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk).
- Strong background in access management, identity governance, and user lifecycle management.
- Demonstrated ability to lead IT initiatives and drive process improvements.
- Excellent communication skills with experience training and mentoring non-technical team members.
- Strong project management and organizational skills with the ability to manage multiple priorities.
- Experience working in fast-paced startup or scale-up environments.
- Upper-intermediate English level.
NICE TO HAVES
- 5+ years of experience in high-growth SaaS companies or technology startups.
- Experience with data privacy regulations (GDPR, CCPA, SOX) and implementation.
- Advanced scripting and automation experience (Python, PowerShell, Bash).
- Experience leading IT teams or mentoring junior IT staff.
- Background in vendor management and IT procurement processes.
- Experience with enterprise-grade backup and disaster recovery solutions.
WHAT YOU WILL DO
Device & Asset Management
- Manage end-to-end laptop lifecycle using Rippling, including procurement, configuration, deployment, and retirement.
- Maintain accurate asset inventory and tracking across all company devices.
- Configure and deploy standardized device images with security controls and required software.
- Coordinate device shipping and logistics for our remote-first team.
- Handle device troubleshooting, repairs, and replacements.
User Support & Access Management
- Process access requests through Jira Service Desk with appropriate approval workflows.
- Perform user onboarding and offboarding procedures, including account provisioning and deprovisioning.
- Handle password resets, account lockouts, and basic user support issues.
- Maintain accurate user directories and access controls across all systems.
- Provide technical support and guidance to team members as needed.
- Provide IT support across multiple time zones with defined SLAs for response and resolution.
- Build and maintain an internal IT knowledge base and self-service portal to reduce repetitive support requests.
- Develop and distribute troubleshooting guides and FAQs for common issues.
- Proactively identify technology pain points and friction across the organization.
- Run periodic IT satisfaction surveys and incorporate feedback into support improvements.
- Maintain a positive, responsive approach to IT support across the remote team.
General IT Support
- Deploy and manage SentinelOne across all endpoints with proper configuration and monitoring.
- Implement and maintain security policies and procedures.
- Monitor and respond to security alerts and incidents.
- Assist with security audits and assessments.
- Ensure proper access controls on sensitive data repositories.
- Monitor and audit data access and sharing practices.
- Maintain data inventory and processing records for compliance purposes.
- Assist with projects to improve our data security, e.g., review and implement policies around PII (Personally Identifiable Information), data classification, and retention policies.
- Manage integrations between tools and troubleshoot connectivity or sync issues.
- Support the delivery of security awareness training programs.
- Run phishing simulations and track completion rates for compliance purposes.
- Keep the team informed on emerging threats and security best practices.
Process Improvement & Automation
- Drive completion of IT-related tasks across the organization through effective communication and follow-up.
- Identify opportunities to automate routine IT processes and workflows.
- Maintain documentation for IT procedures, policies, and system configurations.
- Participate in incident response and business continuity planning.
- Track and report on key IT metrics, including ticket volume, resolution time, device health, and license utilization.
- Provide regular reporting to leadership on IT support trends and areas for improvement.
- Use data to identify recurring issues and prioritize process improvements.
PERKS AND BENEFITS
- Professional growth: Mentorship, TechTalks, and personalized growth roadmaps.
- Competitive compensation: USD-based pay with education, fitness, and team activity budgets.
- Exciting projects: Modern solutions with Fortune 500 and top product companies.
- Flextime: Flexible schedule with remote and office options.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
