IT Systems Engineer I

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Learneo

WebsiteLinkedInAll Job Openings

501 - 1000 employees

📚 Education

⚡ Productivity

🤝 B2B

Education • Productivity • B2B

Learneo is a pioneering platform that focuses on building a collection of builder-driven businesses aimed at enhancing productivity and learning for everyone. By fostering an environment of decentralized entrepreneurial teams, it promotes innovation, collaboration, and the efficient delivery of educational resources. Committed to continuous growth, Learneo offers a wide range of educational tools and services, empowering individuals to learn and achieve their fullest potential in a dynamic and evolving online learning market.

📋 Description

• Provide Level 1 and Level 2 technical support to employees across a global and distributed organization. • Troubleshoot hardware, operating system, application, account access, connectivity, and workplace technology issues. • Manage incoming support requests through helpdesk and ITSM platforms, ensuring appropriate prioritization, documentation, communication, and resolution. • Diagnose and resolve common issues across macOS, Windows, browsers, productivity applications, collaboration tools, and SaaS platforms. • Escalate complex technical issues to senior IT engineers, security teams, application owners, or external vendors when required. • Maintain strong service levels and provide a professional, customer-focused support experience. • Identify recurring incidents and contribute to root-cause analysis and long-term resolution. • Support the complete lifecycle of corporate endpoint devices, including provisioning, configuration, deployment, maintenance, troubleshooting, replacement, and decommissioning. • Manage and support macOS and Windows endpoints using modern endpoint management and MDM platforms. • Work with tools such as Kandji, JumpCloud, Microsoft Intune, or similar endpoint management solutions. • Assist with device enrollment, configuration profiles, security policies, application deployment, OS updates, patching, and compliance monitoring. • Troubleshoot endpoint performance, encryption, software installation, policy enforcement, and device compliance issues. • Support remote employees with device setup, replacement, recovery, and technical troubleshooting. • Maintain accurate endpoint inventory and asset lifecycle records. • Assist with secure device offboarding, data protection, and equipment recovery processes. • Support end-to-end IT onboarding and offboarding processes for employees and contractors. • Provision and deprovision user accounts, devices, applications, groups, and access based on approved requests and role requirements. • Coordinate with people/HR, hiring managers, security, and IT teams to ensure a smooth employee technology experience. • Support employee transfers, role changes, promotions, department changes, and access modifications. • Ensure access is removed promptly and securely during employee offboarding. • Follow established access-control, approval, and audit requirements. • Identify opportunities to improve and automate repetitive employee lifecycle tasks. • Support day-to-day identity and access management activities across enterprise applications. • Assist with user provisioning, deprovisioning, group membership, application assignments, and access troubleshooting. • Support identity platforms such as JumpCloud, Okta, Microsoft Entra ID, or similar solutions. • Troubleshoot common Single Sign-On (SSO), Multi-Factor Authentication (MFA), password, authentication, and account access issues. • Assist with access reviews and basic identity governance activities. • Follow least-privilege and role-based access principles when managing user access. • Escalate complex identity, integration, or security-related issues to senior engineers or security teams. • Support commonly used enterprise collaboration and productivity platforms, including Google Workspace, Microsoft 365, Slack, Zoom, Atlassian products, and similar SaaS applications. • Assist with account administration, permissions, groups, licensing, and user troubleshooting. • Troubleshoot common issues involving email, calendars, file sharing, collaboration tools, conferencing platforms, and browser-based applications. • Support basic integrations and workflows between workplace applications where appropriate. • Work with application owners and vendors to resolve service issues. • Maintain awareness of commonly used enterprise SaaS tools and their role within the employee technology environment. • Work within established IT Service Management processes for incidents, service requests, access requests, and escalations. • Use ITSM and helpdesk platforms such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar tools. • Ensure tickets contain accurate troubleshooting notes, resolution details, and user communication. • Follow agreed prioritization, escalation, and service-level processes. • Contribute to improving ticket workflows, request forms, knowledge articles, and support processes. • Identify repetitive support issues and recommend opportunities for standardization or automation. • Support basic reporting on ticket trends, recurring incidents, and service performance. • Assist with maintaining endpoint security and compliance controls across corporate devices. • Support device encryption, OS patching, security agents, endpoint protection, and compliance policies. • Assist with tools such as SentinelOne, CrowdStrike, Microsoft Defender, or similar endpoint security platforms. • Identify and escalate suspicious endpoint behavior, security alerts, or policy violations. • Support security and compliance initiatives related to endpoint management and employee access. • Follow established security standards and contribute to audit evidence collection when required. • Collaborate with Security teams on remediation activities and endpoint-related security incidents. • Create and maintain clear technical documentation, troubleshooting guides, standard operating procedures, and knowledge-base articles. • Document common incidents and repeatable resolution procedures. • Develop employee-facing guides for common technology processes and self-service support. • Ensure operational documentation remains current and usable by the broader IT team. • Contribute to improving internal support processes and reducing recurring support demand. • Communicate clearly and professionally with employees across different technical skill levels. • Translate technical issues into simple, understandable language. • Work collaboratively with IT Operations, Security, People/HR, Finance, Engineering, and other business teams. • Provide regular updates during incidents and complex support cases. • Collaborate effectively across multiple time zones in a distributed environment. • Demonstrate empathy, patience, accountability, and a strong customer-service mindset.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience. • 2–5 years of experience in IT Support, Helpdesk, Desktop Support, Endpoint Management, or a similar role. • Strong troubleshooting skills across macOS and Windows environments. • Experience with endpoint management platforms such as Kandji, JumpCloud, Microsoft Intune, Jamf, or similar tools. • Familiarity with identity and access management solutions including Okta, JumpCloud, or Microsoft Entra ID. • Experience supporting employee onboarding, offboarding, device provisioning, and access management. • Hands-on experience with ITSM platforms such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar. • Familiarity with Google Workspace, Microsoft 365, Slack, Zoom, Atlassian, and other modern workplace tools. • Good understanding of endpoint security, networking fundamentals, and IT service management. • Basic scripting experience with PowerShell, Bash, or Python. • Strong communication, problem-solving, and customer service skills with the ability to prioritize work in a fast-paced remote-first or globally distributed environment.

🏖️ Benefits

• Competitive salary and annual bonus • Medical coverage • Life and accidental insurance • Vacation & leaves of absence (menstrual, flexible, special, and more!) • Developmental opportunities through education & developmental reimbursements & professional workshops • Maternity & parental leave • Hybrid & remote model with flexible working hours • On-site & remote company events throughout the year • Tech & WFH stipends & new hire allowances • Employee referral program • Premium access to QuillBot