Provide 2nd and 3rd line IT support across end-user devices, network infrastructure, cloud services, and business applications. Manage Microsoft cloud technologies, maintain network infrastructure, and contribute to secure and efficient IT operations. Ideal candidate will be a clear communicator, highly organized, service-oriented, and confident working with both technical and non-technical stakeholders.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Location: Remote | United States, Midwest preferred
We are seeking an IT Support Engineer for our client, a leading international service provider specializing in trading and refurbishing used technology products such as mobile phones and laptops. The company supports global manufacturers in adopting more sustainable practices and plays an important role in reducing the cost and environmental impact of new technology.
This role is ideal for an experienced IT support professional who is comfortable working in a global environment, supporting end users, managing Microsoft cloud technologies, maintaining network infrastructure, and contributing to secure and efficient IT operations.
Key Responsibilities
- Provide 2nd and 3rd line IT support across end-user devices, network infrastructure, cloud services, and business applications.
- Diagnose and resolve incidents related to physical and cloud-based infrastructure, services, and end-user computing.
- Configure, maintain, and support physical and virtual network infrastructure, including LAN, WAN, telephony, VPN, routers, switches, and wireless access points.
- Manage and support Microsoft 365, Azure, Exchange Online, SharePoint Online, Teams, Active Directory, DNS, Group Policy, and related services.
- Install, configure, and manage laptops, desktops, mobile devices, printers, applications, and modern operating systems including Windows, Apple, and Linux.
- Support endpoint security, disk encryption, MDM solutions, patching, vulnerability assessments, firewalls, and security tools.
- Manage incidents, problems, requests, and changes in line with ITIL best practices, ensuring SLA targets are met.
- Provide remote and onsite support to users across multiple geographies and time zones.
- Create and maintain technical documentation, diagrams, knowledge base articles, asset logs, and user records.
- Support hardware ordering, installation, internal moves, office changes, and new site setups when required.
- Contribute to IT projects, platform improvements, and new service implementations.
- Work closely with Information Security and Engineering teams to support secure, scalable, and efficient IT operations.
- Monitor services proactively and identify opportunities for continuous improvement through data, metrics, and user feedback.
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Required Qualifications & Experience
- Minimum 6 years of experience in a similar 2nd/3rd line internal IT Service Desk or IT Support role, ideally supporting a globally distributed organization.
- Minimum 4 years of hands-on experience with Microsoft Office 365 administration, including related security implementations.
- Minimum 4 years of hands-on experience with Microsoft Azure technologies, including Active Directory, DNS, Group Policy, and related services.
- Strong experience troubleshooting complex technical incidents across multi-site and multi-discipline environments.
- Hands-on experience with Microsoft Exchange Online, SharePoint Online, MS Teams, and email services.
- Strong knowledge of end-user devices, including laptops, desktops, tablets, mobile phones, printers, and associated operating systems.
- Practical experience with endpoint security, disk encryption, MDM services, patching, and vulnerability management.
- Technical knowledge of network hardware and technologies, including switches, routers, wireless access points, DHCP, TCP/IP, and VPN.
- Hands-on experience with firewall and security appliance configuration and management.
- Experience working within the ITIL framework.
- Practical experience using service desk tools.
- Experience working with third-party suppliers.
- Excellent written and verbal English communication skills.
- Knowledge of Spanish is preferred.
- Ability to work independently with minimal supervision.
- Experience working with teams across multiple geographies and time zones.
- Full driving licence is required.
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Preferred Qualifications
- MCSA, MCSE, or ITIL 4 certification.
- Experience with SCCM, Intune, or similar automated endpoint configuration and deployment tools.
- Experience working in an Agile environment.
- Experience with enterprise-level networking technologies.
- Working knowledge of AWS.
- Experience in a cloud-native environment.
- Practical experience with Jira, Confluence, and OpsGenie.
- Experience working in a DevOps-oriented culture.
What We Are Looking For
We are looking for a proactive, reliable, and technically strong IT Support Engineer who enjoys solving problems and supporting users in a fast-paced international environment.
The ideal candidate will be a clear communicator, highly organized, service-oriented, and confident working with both technical and non-technical stakeholders. They should bring a security-first mindset, strong ownership, and the ability to continuously improve IT support processes and user experience.
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