Original listing text, shown exactly as published by the company.
What You'll Do
- Provide advanced onsite and remote technical support for end users in a primarily Apple macOS environment serving as an escalation point for Tier 1 support issues
- Troubleshoot and resolve complex hardware, software, authentication, connectivity, and endpoint management issues affecting laptops and mobile devices
- Support core productivity and collaboration platforms including Google Workspace, Slack, conferencing applications and related SaaS applications
- Oversee advanced onboarding and offboarding activities including device provisioning, access troubleshooting, escalation support for account lifecycle issues and new hire orientation
- Support endpoint management initiatives including device enrollment, policy enforcement, software deployment, patch validation and remediation activities through MDM platforms such as Kandji
- Assist with troubleshooting identity and access management issues including MFA, SSO and account provisioning workflows
- Participate in incident response and coordinate with infrastructure, security and systems administration teams to resolve escalated technical incidents
- Document troubleshooting procedures and operational runbooks within the ITSM platform and knowledge base
- Contribute to endpoint compliance efforts including patch management, user access reviews and security baseline adherence
- Support basic network troubleshooting including Wi-Fi, DNS, switching, VPN and office connectivity issues
- Manage IT inventory, equipment lifecycle tracking, and consumable stock levels while assisting with vendor coordination and hardware repair logistics
- Identify recurring issues and recommend automation, process improvements and standardization opportunities to improve service quality and operational efficiency
- Mentor Tier 1 technicians and assist with escalation handling, knowledge transfer and operational guidance
Required Skills & Experience
- 4+ years of experience in IT support, endpoint administration, or helpdesk operations in a macOS-focused environment
- Strong expertise troubleshooting Apple macOS systems, hardware, peripherals and enterprise collaboration tools
- Experience in Google Workspace administration and advanced end-user troubleshooting
- Familiarity with MDM and endpoint management platforms such as Kandji, JumpCloud, Intune or similar solutions
- Exposure to endpoint security tooling including EDR, DLP and compliance enforcement technologies
- Understanding of identity and access management concepts including MFA, SSO, RBAC, and account lifecycle management
- Experience troubleshooting conferencing and AV systems including Zoom Rooms, Google Meet, microphones, displays and room control systems
- Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN and wireless networking troubleshooting
- Experience using ITSM or ticketing platforms
- Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues across multiple systems
- Excellent customer service, communication and documentation skills
- Ability to prioritize multiple concurrent requests in a fast-paced environment
- Able to lift and move IT equipment (up to 40 lbs) and perform hands-on deskside support activities
- Be onsite in the Foster City HQ at least four days per week
Bonus Qualifications
- Hands on experience supporting Microsoft Windows in an enterprise environment
- Previous roles working in a high-growth SaaS environment
- Familiarity with SOC 2 and ISO 27001 operational requirements
- Relevant certifications such as CompTIA Network+, Apple Certified Support Professional (ACSP) or similar
- Active Replit user and passionate about making software creation more accessible
This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.
