IT Support Engineer

🔥 35 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

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Totara

WebsiteLinkedInAll Job Openings

51 - 200 employees

👥 HR Tech

☁️ SaaS

🏢 Enterprise

HR Tech • SaaS • Enterprise

Totara is a global provider of learning management technologies. Totara's flagship product, Totara Learn, is a customizable learning management system (LMS) used by multinational corporations, government agencies, and mid-sized enterprises; the company supports over 1,500 customers and 21 million users worldwide. Totara serves sectors including UK government, healthcare, and the US public sector through a FedRAMP Authorized offering (TotaraGov). It operates via a global network of 75+ partners and maintains offices in the UK, US, and New Zealand with a team of 200+ people. Totara focuses on mission-critical compliance and corporate learning, with specialties in e-learning, mobile learning, onboarding, performance management, employee engagement, HR Tech, LXP/extended enterprise, and open source technology.

📋 Description

• Handle escalations from Tier 1 and the service desk through resolution within agreed SLAs • Lead regional IT incident response, including root-cause analysis and post-incident write-ups • Cover US hours in a follow-the-sun support model, with handovers to the UK and New Zealand • Administer Microsoft Entra ID, including users, groups, SSO integrations, Conditional Access and MFA • Run joiner, mover and leaver processes, including lifecycle automation driven from HiBob • Carry out regular access reviews • Manage macOS and Windows devices through IRU, Apple Business Manager and Intune, including configuration profiles, compliance policies, patching and app deployment • Manage device provisioning, zero-touch enrolment, asset records and secure disposal • Administer Microsoft 365 and other SaaS tools, including licences and vendor support cases • Automate manual work using PowerShell, shell scripting, Power Automate and APIs • Help build and improve conversational AI ticketing tooling • Write and maintain knowledge base articles and runbooks • Apply security baselines and remediate issues raised by endpoint, identity and vulnerability tools • Provide evidence for audits and certifications including ISO 27001, SOC 2, Cyber Essentials and FedRAMP • Support IT projects such as system migrations, new tool rollouts and process improvements • Work with Engineering, People, Finance and Security to roll out new tools, including AI tools

🎯 Requirements

• IT support or engineering experience, including time working at second-line level • Experience supporting staff across multiple regions, ideally in a SaaS or technology company • Hands-on administration of a mixed macOS and Windows estate • Microsoft Entra ID administration, including SSO (SAML/OIDC), Conditional Access and MFA • Apple MDM (such as Jamf Pro, Kandji or IRU) and Intune in a production environment • Microsoft 365 administration: Exchange Online, Teams, OneDrive and SharePoint • Scripting in PowerShell or Bash/zsh, with an example of a manual process automated • Experience with Jira Service Management or a similar ITSM tool • Good working knowledge of endpoint security, patching and least-privilege access • Networking fundamentals, including office Wi-Fi, DNS and VPN troubleshooting • Experience of SaaS app migrations • Apple Business Manager across multiple entities, and macOS scripting for MDM • Microsoft Purview, Defender for Endpoint or Intune compliance reporting • Python, Power Automate or REST API integrations • Experience with conversational AI ticketing tools • Audit and controls work for ISO 27001, SOC 2 or FedRAMP • HiBob or other HR-system-driven provisioning • Certifications such as MD-102, SC-300, MS-102, Apple Certified Support Professional, Jamf 100/200, ITIL 4 Foundation or CompTIA Security+ • Applicants must be in the United States • Applicants must be U.S. citizens • Must pass a background check • Comfortable working US hours and handing over clearly across time zones • Ability to explain technical problems in plain language • Interest in automation and AI and willingness to keep learning

🏖️ Benefits

• Unlimited PTO • Enhanced Parental Leave • Professional Development Opportunities • Annual Wellbeing Allowance • New Joiner home working set-up allowance • Additional Paid Leave: Birthday off, Working days between Christmas and New Years Eve • Fully remote work • Some travel may be required