IT Engineering II

THE ROLE

IT Engineer II - (Hybrid)

We're looking for an IT Engineer II to join our growing North America IT team. In this role, you will help ensure reliable IT operations, secure device and access management, and a seamless technology experience for employees. Specifically supporting our warehouse operations and network.

You will support employees across the full IT lifecycle, from onboarding and device provisioning to troubleshooting, access management, security compliance, and off-boarding.

You'll work closely with warehouse teams, and senior IT to support day-to-day operations including building out new locations.

This role is ideal for someone who is hands-on, highly resourceful, and comfortable solving a wide range of technical problems independently while knowing when to escalate more complex issues.

Responsibilities

End-User Support

• Serve as a key point of contact for IT support requests and troubleshoot hardware, software, account, and connectivity issues.
• Provide timely remote support to employees and ensure issues are resolved with minimal disruption to productivity.
• Support employee onboarding and offboarding by provisioning and deprovisioning devices, accounts, applications, and access.
• Guide employees on IT best practices, security policies, and effective use of workplace technology.
• Maintain clear documentation for common issues, troubleshooting procedures, and resolutions.

IT Asset & Device Management

• Manage inventory of laptops, accessories, peripherals, and other IT assets.
• Provision, configure, and manage employee devices throughout their lifecycle.
• Enroll and manage devices using MDM platforms such as JAMF, Kandji, or Microsoft Intune.
• Monitor device compliance, encryption, software versions, and security configurations.
• Coordinate device procurement, replacement, repair, shipping, and recovery with employees and vendors.

Identity & Access Management

• Manage user accounts, groups, applications, and access permissions across systems such as Google Workspace, Okta, or JumpCloud.
• Support joiner, mover, and leaver processes while ensuring appropriate access throughout the employee lifecycle.
• Assist with periodic access reviews and maintain adherence to least-privilege principles.
• Troubleshoot authentication, SSO, MFA, and account-access issues.

IT Infrastructure & Remote Support

• Provide remote support for Wi-Fi, VPN, conferencing, collaboration tools, and other workplace technology.
• Troubleshoot basic networking issues involving IP, DNS, VPNs, firewalls, and connectivity.
• Support network and security infrastructure under the guidance of senior IT engineers.
• Assist with conference room and AV technology when required.
• Partner with vendors and internal teams to resolve infrastructure and connectivity issues.

Security & Compliance

• Support endpoint security, patch management, encryption, and device compliance initiatives.
• Help monitor and remediate security and compliance issues across managed devices and accounts.
• Assist with periodic access reviews, IT audits, and enforcement of security policies.
• Escalate potential security incidents or policy violations to the appropriate security or IT teams.

Automation & IT Operations

• Identify repetitive IT processes and work with senior engineers to automate them using available tools and scripts.
• Use scripting or automation to improve provisioning, account management, reporting, and troubleshooting workflows.
• Contribute to improving IT processes, tools, and operational efficiency.
• Maintain internal IT knowledge bases, SOPs, and technical documentation.

Qualifications

Required:

• 2-5 years of hands-on experience in IT support, IT operations, systems administration, or a similar role.
• Experience supporting non-technical employees and troubleshooting hardware, software, account, and connectivity issues.
• Hands-on familiarity with MDM platforms such as JAMF, Kandji, or Microsoft Intune.
• Experience with identity and user administration in Google Workspace, Microsoft 365, Okta, JumpCloud, or similar platforms.
• Working knowledge of networking fundamentals including IP, DNS, VPNs, Wi-Fi, and firewalls.
• Experience with device provisioning, asset management, access management, and employee onboarding/offboarding.
• Understanding of endpoint security, patching, encryption, and basic IT security practices.
• Strong troubleshooting and problem-solving skills with the ability to work independently.
• Strong written and verbal communication skills, particularly when supporting non-technical users.
• Strong documentation skills and attention to detail.
• Ability to work effectively in a fast-paced, globally distributed environment.

Preferred:

• Experience with supporting warehouse workflow and environments.
• Experience supporting employees across multiple countries or time zones.
• Experience with Apple and Windows device environments.
• Familiarity with Okta, JAMF, Kandji, Intune, Google Workspace, or similar enterprise IT platforms.
• Basic scripting or automation experience using Python, Bash, PowerShell, or similar tools.
• Experience with IT service management platforms and ticketing workflows.
• Familiarity with endpoint security, EDR, DLP, or other enterprise security tools.
• Experience working with IT vendors and managing hardware logistics.
• Experience in a high-growth technology, e-commerce, or startup environment.