Senior Support Engineer

Role Summary

86Borders is seeking a highly skilled and communicative Senior Support Engineer with experience supporting remote MacOS systems and end users with varying level of technical expertise. The role will report directly to the Director of IT and one other Senior Support Engineer to establish and maintain IT support processes and workflows for this growing organization.

System Administration Activities

Maintain upgrade and configuration of public WordPress-based website.

Triage alerts from various systems such as the 86borders.com platform, Sophos, and Twilio.

Able to be on call at least one week a month to respond to critical system notifications.

Responsibilities

End User and Workstation Support

• Manage administration of user licenses and accounts in various SaaS/PaaS/IaaS systems such as Google Workspaces (Gmail and Drive), Office 365, Slack, Jira, Confluence, VPN, OneLogin, and 1Password.
• Monitor MacOS laptops for proper operation and working conditions.
• Evaluate MacOS laptops software and hardware upgrades and coordinate rollouts for remote end users.
• Set up and distribute MacOS laptops to new and existing employees.
• Manage laptop, cell phone, and application inventories.
• Maintain Apple-centric Mobile Device Management solution. Experience with Mosyle a plus.
• Provide IT support and application training to end users.
• Triage and troubleshoot end user application issues.
• Assist with new software and hardware vendor and product evaluation.

Compliance and Regulation

• Track and document changes to systems and users utilizing web-based helpdesk software.
• Produce monthly and quarterly system and software access and usage reports utilizing both web-based and script-based (Bash and or Python) tools.
• Provide recommendations based on the results or periodic reports.

Requirements

• Undergraduate degree in IT, CIS, computer science or similar field required.
• 5+ years of experience in Information Technology; support, administration, and development.
• 3+ years of experience with command-line tools in a Linux or MacOS environment.
• Thorough understanding of various common protocols such as HTTPS, SMS, SMTP, SIP, TCP/IP, SCP.
• Possesses strong oral communication skills, customer service, organizational skills, and attention to detail.
• Self-motivated and able to work with minimal oversight.

Preferred Additional Qualifications

• Experience working in regulated environments (HITRUST and HIPAA preferred).
• Experience with AWS products is a plus.
• Experience managing and configuring OneLogin is a plus.