Field Support Engineer

Net2Source Inc.; Mountain View (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology service provider is looking for an IT Support Specialist in Mountain View, California. This role serves as the first point of contact for IT support requests, troubleshooting issues related to macOS and software. Candidates will handle support tickets using JIRA Service Management, manage user access through Okta, and support tools such as Google Workspace, Slack, and Zoom. Strong communication skills and experience in IT support are essential.

Responsibilities

• Provide basic troubleshooting for macOS, Mac hardware, peripherals, and common software issues.
• Respond to and resolve Tier 1 support tickets or escalate as needed.
• Provision and configure laptops using Kandji (MDM); handle device shipping and asset updates.
• Manage user and application access in Okta.
• Support Google Workspace and collaboration tools including Slack and Zoom.

Tools

JIRA Service Management

Kandji (MDM)

Okta

Google Workspace

Slack

Zoom

Job description

Responsibilities

• Provide basic troubleshooting for macOS, Mac hardware, peripherals, and common software issues.
• Serve as the first point of contact for IT support requests submitted via JIRA Service Management; respond to and resolve Tier 1 support tickets or escalate as needed
• Job Description/Responsibilities:
• Serve as the first point of contact for IT support requests submitted via JIRA Service Management; respond to and resolve Tier 1 support tickets or escalate as needed.
• Provide basic troubleshooting for macOS, Mac hardware, peripherals, and common software issues.
• Provision and configure laptops using Kandji (MDM); handle device shipping and asset updates.
• Manage user and application access in Okta (account setup, deactivation, MFA, permissions).
• Support Google Workspace (Gmail, Drive, Calendar) and collaboration tools including Slack and Zoom.
• Escalate issues appropriately and follow documented IT processes.