IT Engineer

Far Coder; Deutschland; Vor Ort; Vollzeit

Jobbeschreibung

Updater is hiring a remote candidate for the role of IT Engineer. This full‑time position is based in the USA. The role primarily involves supporting end‑user technology, maintaining an internal knowledge base, and administering our SaaS stack.

Responsibilities

• Helpdesk Operations – Serve as the first point of contact for all IT support requests, triage Freshservice tickets, and resolve Tier1/2 issues with clear, friendly communication.
• Provide white‑glove end‑user support across macOS, Windows, Iru (MDM), Microsoft Intune, OktaSSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
• Own the day‑to‑day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier3/4 teammates as needed, and clean ticket hygiene so the Helpdesk remains auditable.
• Support employee onboarding, off‑boarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management).
• Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re‑resolved one ticket at a time.
• IT Knowledge Management – Lead our IT knowledge management program; take ownership of Confluence and Helpdesk knowledge bases, including runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end‑user‑facing help articles.
• Author documentation that is structured, consistent, and machine‑readable so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, Gemini) can reliably retrieve and apply it.
• Partner with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and the AI Education Resource Hub to ensure IT‑authored content serves as a canonical reference for the company.
• Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves.
• Tier2 Systems Administration – Grow into hands‑on administration of Updater’s SaaS stack, including Okta, Google Workspace, Slack Enterprise Grid, Atlassian (Jira and Confluence), Zoom, Iru, Microsoft Intune, and Freshservice.
• Execute routine SaaS administration tasks – provisioning, de‑provisioning, license management, permission changes, and lifecycle hygiene – with accuracy and a documentation‑first habit.
• Support change management and access reviews in partnership with the IT Systems Architect and the Security team, contributing to Updater’s ISO42001 certification posture.
• Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater’s environment evolves.

Requirements and Qualifications

• 1–3 years of IT support, helpdesk, or end‑user technology experience in a professional environment (internships, MSP, or college IT roles count).
• Working familiarity with end‑user support across macOS and Windows.
• Hands‑on exposure to at least one of the following: an identity provider (Okta or equivalent), Google Workspace administration, Slack, Atlassian (Jira / Confluence), and an ITSM platform (Freshservice, ServiceNow, Zendesk, or similar).
• Demonstrated ability to write clear technical documentation – work samples, internal wiki contributions, or published help articles.
• Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as part of day‑to‑day work.
• Excellent verbal and written communication skills with the ability to translate technical concepts for non‑technical audiences.
• Familiarity or experience with AI governance frameworks, AI red‑teaming, or AI‑enabled application development.

Technical / Functional Skills

• Hands‑on familiarity with macOS and Windows endpoint environments.
• Working knowledge of identity management (Okta or equivalent), Google Workspace, Slack Enterprise, Atlassian (Jira and Confluence), and ITSM platforms (Freshservice, ServiceNow, Zendesk, or similar).
• Ability to author structured, machine‑readable documentation for both human and AI consumption.

Bonus / Additional Skills

• Scripting exposure (Bash, Python, PowerShell).
• Compliance exposure (SOC2, ISO27001, ISO42001, NIST).
• Prior ownership of a knowledge base or documentation program.
• Relevant certifications – CompTIAA+, Network+, Google Workspace Administrator, Okta Certified Professional, ITIL Foundation, or similar.

Working Style

• You treat the Helpdesk as the front door of IT and stand at it with empathy and clear communication.
• You are a strong technical writer who can turn a debugging session into a document that a person or an LLM can follow.
• You see AI tools as a partner, not a threat, and are curious about making documentation, runbooks, and IT processes more useful with AI.
• You are organized, detail‑oriented, and maintain accurate tickets, documentation, and access records.
• You are a self‑starter who prefers freedom to figure things out and asks questions when needed.
• You are intellectually curious, quick to learn, and eager to grow into real SaaS administration over time.

Compensation

This posting is anticipated to remain open until 7/31/2026. The new hire salary range for this position is $80,000–$100,000 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines.

Benefits

• Medical, Dental, and Vision Insurance
• Flexible PTO
• 13 paid company holidays annually
• Updater Stock Options
• 401(k) with employer match
• Wellbeing Subsidy
• One Medical membership
• Virtual on-demand healthcare through Teladoc and Talkspace
• Flexible spending account (FSA)
• Health savings account (HSA)
• Supplemental Short & Long Term Disability Insurance
• Supplemental Life Insurance
• Paid Parental Leave

Equal Opportunity Employer

Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.