Senior IT Support Engineer
$175,000–$227,500 year
On-siteCambridge, Massachusetts, United States or Cambridge, England, United Kingdom
Job Summary
Own the day-to-day end-user experience, including device lifecycle, identity and access, conference room A/V, and Tier 1/2 support across Linux, macOS, and Windows. Serve as the escalation endpoint and subject-matter expert for complex device, connectivity, and A/V issues, driving root-cause analysis and permanent fixes. Lead cross-functional projects end-to-end, such as onboarding-at-scale, ITSM rollouts, and identity migrations, while managing external contractors and vendors. Manage the full user lifecycle from procurement and image shipping to offboarding and secure wipe, ensuring day-one provisioning and smooth ramp. Maintain accurate asset inventory in ITSM and MDM, enforce security policies via EDR and MDM tools, and build user-facing documentation and knowledge bases. Prioritize ticket SLAs, surface support patterns, and drive Kaizen-style iteration to improve service quality.
Required Qualifications
- 6+ years in end-user IT support with progressive responsibility, including owning cross-functional projects and coordinating contractors, vendors, or junior staff
- Demonstrated ownership of a complex, multi-team IT initiative end-to-end (e.g., onboarding-at-scale, ITSM rollout, identity/MDM migration, or office/A/V buildout)
- Demonstrated ownership of the new-hire onboarding experience in a growing organization
- Recognized as the go-to subject-matter expert for end-user technology on a prior team
- Hands-on support experience across Linux, macOS, and Windows on the same team
- Experience with mobile device support on iOS and Android
- Experience with MDM tooling (Fleet, JumpCloud, Intune, JAMF, or similar) including software deployment and policy management
- Experience with an identity provider (JumpCloud, Okta, or Azure AD/Entra ID) including SSO, group-based access, SCIM provisioning, and offboarding workflows
- Experience administering Google Workspace
- Experience with an ITSM platform (ServiceNow, Jira Service Management, Freshservice, or similar), including SLA tracking and reporting
- Experience with a virtualization platform (Proxmox, VMware, or similar)
- Working knowledge of corporate networking concepts (DHCP, DNS, VLANs, VPN, Wi-Fi, basic firewall rules)
- Comfort with scripting (Bash, PowerShell, or Python) for automation, tooling, and one-off tasks
- Clear written and verbal communication across a wide audience, especially with non-technical staff and senior technical staff alike
Desired Qualifications
- Experience supporting highly technical engineering staff (robotics, embedded, ML, or similar)
- Experience mentoring junior IT staff or directing contractors against a defined quality standard
- Experience with Cisco Meraki networking and Fortigate firewalls
- Experience with conference room A/V (Logitech, Neat, Crestron, Poly, or similar) and Google Meet / Pexip / Zoom Rooms
- Experience with CrowdStrike or another modern EDR
- Experience with AWS or another major public cloud (basic IAM, EC2, S3 navigation)
- Experience with infrastructure-as-code patterns and tooling (Terraform, Pulumi, Ansible, or similar) applied to cloud, network, or endpoint configuration
- Experience with Tailscale or another zero-trust / WireGuard-based remote access tool
- Experience supporting environments under SOC 2, ISO 27001, or similar compliance frameworks
- Experience in a growth-stage or early-stage startup
- Experience working alongside AI tooling (Claude, ChatGPT, Gemini) both for personal productivity and supporting end-users adopting them
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