IT Support Engineer

Accountabilities: Provide timely Tier 1 and Tier 2 IT support, resolving employee issues and monitoring Jira and Slack IT channels to ensure requests are handled efficiently. Manage global laptop provisioning and de-provisioning processes for both macOS and Windows devices through external service partners. Coordinate employee onboarding and offboarding processes, ensuring equipment, accounts, applications, and access are provisioned or removed accurately and on time. Deliver IT onboarding and training to employees, helping users understand systems, tools, security practices, and available support resources. Administer identity and access management systems, including Google Workspace and Okta. Manage and maintain endpoint and device-management environments, supporting secure and reliable employee computing. Help maintain authentication, SSO, provisioning, VPN, email-security, and related IT infrastructure. Document IT processes, troubleshooting procedures, and best practices to strengthen and expand the internal IT Knowledge Base. Identify opportunities to improve, automate, and future-proof IT processes, systems, and workflows. Apply a security-first approach to IT operations, anticipating edge cases and proactively addressing reliability or access risks. Work independently across the full IT operations lifecycle while collaborating effectively with teams throughout the organization. Requirements 5+ years of professional IT experience, including at least 2 years working with or implementing IT management software. Demonstrated ability to independently manage end-to-end IT operations in a small, fast-paced organization, ideally supporting approximately 150–300 employees. Advanced knowledge of macOS and Windows environments, with strong experience managing enterprise endpoints. Hands-on expertise with Microsoft Intune and JAMF. Strong understanding of SAML, SSO, SCIM provisioning, identity and access management, and related authentication technologies. Experience with SPF/DKIM, VPN technologies, and Azure/Microsoft ADFS. Strong troubleshooting and problem-solving skills, with the ability to investigate issues thoroughly and consider uncommon or edge-case scenarios. Security-conscious mindset with a strong focus on reliability, access control, and operational resilience. Proactive approach to process improvement, documentation, and building scalable IT systems. Strong written and verbal communication skills, with the ability to partner effectively with employees and cross-functional teams. Comfortable working autonomously while knowing when to collaborate, escalate, or seek additional context. Growth mindset and willingness to continuously learn, teach others, and improve existing systems and processes. Commitment to creating an inclusive, collaborative, and respectful workplace where different backgrounds and perspectives are valued. Benefits Remote work opportunity based in Brazil. Opportunity to work within a globally distributed IT environment. Hands-on ownership across IT support, endpoint management, identity, security, and operational processes. Exposure to modern IT management, identity, and device-management technologies. Opportunity to make a direct impact on employee productivity and the scalability of IT operations. Culture focused on continuous improvement, teaching, learning, and professional growth. Collaborative environment that encourages employees to bring their perspectives and contribute to better ways of working. Inclusive workplace committed to building a diverse team and welcoming people from different backgrounds and experiences.