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fireworks - IT Support Engineer

Remote - London$83k - $83k3d ago

Requirements

• 5+ years of progressive experience in IT support, end user services, or systems administration. • Strong hands-on expertise troubleshooting both Windows and macOS in an enterprise environment. • Production experience administering at least one major MDM platform (JAMF Pro, Microsoft Intune, Addigy, or equivalent), including building configuration profiles and policies from scratch. • Working knowledge of identity platforms — Okta, Active Directory, or Entra ID — including SSO and MFA administration. • Experience with endpoint security and patch management tooling (BigFix, SentinelOne, Automox, Zscaler, or similar). • Proficiency with an ITSM platform (ServiceNow, Jira Service Management) and a track record of meeting SLA commitments at volume. • Strong administration skills in Microsoft 365 and/or Google Workspace. • Demonstrated ability to operate with minimal process and high ambiguity, and to build structure where none exists. • Excellent written and verbal communication, with a white-glove approach to customer service across all levels of the organization. • JAMF Certified Tech (JAMF 200) or higher; Microsoft, Okta, or CompTIA certifications. • Linux fundamentals and experience administering virtual machines (VMware vSphere, Hyper-V). • Experience supporting file share, print, or application servers on Windows Server. • Scripting for automation (PowerShell, Bash, or Python). • Reporting and dashboarding experience with Power BI or equivalent. • Experience supporting users across multiple international regions. • Success in the First 6 Months • Fully ramped on the fleet and operating independently as the Tier 3 escalation point for Windows and macOS. • Measurable reduction in average time-to-resolution and repeat ticket volume through documentation and automation. • Onboarding and imaging workflows standardized, documented, and consistently delivering day-one readiness. • Endpoint compliance sustained at or above target across the fleet. • Ability to lift and move IT equipment up to 40 lbs. • Onsite presence required for imaging, deployments, hardware repair, and in-person support. • Occasional after-hours or weekend work for maintenance windows, migrations, and escalations.

Responsibilities

• Endpoint & Device Management • Be the front line supporting MDM platforms across the fleet in collaboration with our Technical Engineer — Supporting Windows & macOS — including enrollment, configuration profiles, group policies, and software distribution. • Serve as the Tier 1/2 escalation point for macOS and Windows device management issues, including configuration drift, update failures, and security policy conflicts. • Work with Technical Engineers to standardized OS images and deployment workflows on a quarterly cadence. • Monitor endpoint performance and digital employee experience to identify emerging issues before they scale, and drive proactive remediation across the fleet. • Execute workstation imaging, setup, and deployment for new hires and internal transfers, scaling to 100+ builds per month during peak hiring. • Identity & Access Management • Tier 1 /2 — provisioning, deprovisioning, group management, and application access requests. • Tier 1 /2 supporting authentication methods including FIDO2 security keys, passkeys, and biometric authentication. • Troubleshoot via remote sessions with Slack Huddle, Zoom, or Google Meet. • Security & Compliance • Partner with the IT Engineering team on patch management, vulnerability remediation, and endpoint compliance using tools such as BigFix, SentinelOne, or Automox. • Exposure in supporting security-driven remediation tickets within SLA and maintaining fleet compliance against internal and regulatory standards. • Service Delivery & Support • Own a high-volume ticket queue in ServiceNow or Jira, consistently meeting or beating SLA targets while maintaining high customer satisfaction. • Provide in-person and remote support to a globally distributed workforce across North America and EMEA time zones. • Troubleshoot Microsoft 365 and Google Workspace issues including sync failures, authentication errors, mail flow, and collaboration tooling (Teams, Zoom, SharePoint). • Support conferencing and telephony systems for internal and executive-level meetings. • Asset Lifecycle & Vendor Management • Provide asset management support to help track and manage our computer hardware and software. • Asset shipping and recovery for our new joiners and leavers. • Lead new-hire IT onboarding sessions covering workstation setup, security protocols, and support procedures. • Author and maintain runbooks and self-service documentation in Confluence or SharePoint to reduce repeat ticket volume.

Benefits

• Solve Hard Problems: Tackle challenges at the forefront of AI infrastructure, from low-latency inference to scalable model serving. • Build What’s Next: Work with bleeding-edge technology that impacts how businesses and developers harness AI globally. • Ownership & Impact: Join a fast-growing, passionate team where your work directly shapes the future of AI—no bureaucracy, just results. • Learn from the Best: Collaborate with world-class engineers and AI researchers who thrive on curiosity and innovation. • Fireworks AI is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all innovators.