IT Engineer

Key Responsibilities

• Act as the first point of contact for all IT incidents and service requests via the Jira Service Management ticketing system — prioritizing and managing a ticket queue to meet SLA targets.

• Diagnose and resolve hardware, software, network connectivity, and account issues for users across all departments.

• Back up and restore systems and data using Acronis or equivalent backup software.

• Support Windows and macOS endpoints; familiarity with Ubuntu is helpful but not required.

• Process access requests in accordance with the company's IT policies, escalating any requests involving sensitive data or restricted software to the IT team before acting.

• Manage IT inventory — track stock levels, order equipment to replenish supply, and maintain a buffer sufficient to support onboarding and break-fix needs without delay.

• Provision and deprovision user accounts across Okta, Active Directory, Azure AD, and application platforms.

• Plan and execute hardware refresh cycles, tracking device age and lifecycle status to keep the fleet within supported standards.

• Manage MFA enrollment, resets, and exceptions with appropriate authorization.

• Prepare and image laptops and workstations ahead of new hires' start dates.

• Run IT onboarding sessions to get new employees set up and productive on day one.

• Execute IT offboarding procedures and checklists, including account suspension, device recovery, and data preservation.

• Respond to first-line alerts from Fab/Production monitoring systems — log, triage, and escalate to the Facilities, IT/Infra team, or on-call engineer as appropriate.

• Support the Fab/Production Tool owner and associated external vendors on Fab/Production cleanroom equipment issues, coordinating on cross-over IT problems.

• Manage monthly/update patches release, endpoint/device management platforms — WSUS, Microsoft Intune (Windows) and Jamf (macOS) — including configuration profiles, software packaging/deployment, and endpoint security baselines.

Key Selection Criteria

IT Support Skills

Okta, Google Workspace, Slack, M365 and with broader SaaS and identity management across core business platforms — user provisioning, license management, and access control. Strong customer service orientation, with the ability to communicate clearly and patiently with end users across technical and non-technical backgrounds.

Technical Breadth

Supporting Windows 11 and macOS. Some knowledge of Windows Server fundamentals and core system administration tasks (user/group management, patching, basic server maintenance). Experience with WSUS, MDT, Active Directory, Jamf, M365, and other MDM; Common enterprise ticketing platforms (Jira Service Management or equivalent)

Endpoint & Device Management

Hands-on experience with device management platforms — Microsoft Intune (Windows) and Jamf (macOS). Experience with inventory software such as SnipeIT or an equivalent. Comfortable managing enrollment profiles across a mixed-OS fleet. Some knowledge of anti-malware tools.

Hardware Skills

Able to image, configure, and troubleshoot laptops, workstations, and basic server hardware independently. Comfortable replacing components and managing warranty and repair workflows.

Networking Fundamentals

Basic-level networking knowledge (e.g., TCP/IP, DNS, DHCP, VLANs, VPN) sufficient to diagnose and escalate connectivity issues.

Required Qualifications

• 3–5 years of experience in IT support, system administration, or technical support roles.

• Strong troubleshooting skills with Windows and macOS.

• Experience with WSUS, MDT, Jamf, Intune, Active Directory, Okta, Google Workspace, and identity management.

• Familiarity with network troubleshooting (DNS, TCP/IP, VLANs, firewalls, VPNs).

• Some understanding of cybersecurity practices and endpoint protection.

• Ability to work independently, triage, and resolve IT issues.

• Good communication and documentation skills.

Desirable (not required)

• Some knowledge of PowerShell for automating routine administrative tasks. Bash or Python a plus.

• Experience supporting scientific or engineering software: EDA tools (Cadence, Synopsys), Python/MATLAB/LabVIEW environments, or instrument control software.

• Familiarity with ITSM frameworks (ITIL Foundation or equivalent).

• Prior experience in a manufacturing, pharmaceutical, or research facility with cleanroom or controlled-environment awareness.

• Understanding of basic cleanroom protocols and ESD awareness; some support calls will require entry to controlled areas.

Preferred Qualifications

• Associate’s or Bachelor’s degree in IT, Computer Science, or a related field.

• Certifications such as CompTIA+, Linux+, Microsoft Azure, or Cisco CCNA.

• Experience working in research, scientific, or quantum computing environments.