IT Support Engineer

Western Global; Pineville (NC); Hybrid; USD 50,000 - 57,000; Full time

Benefits offered by this job

Hybrid work arrangement

Bonus potential

Travel opportunities

Job summary

Western Global in Pineville, NC is seeking an IT Support Engineer to join our Global IT team. This hands-on role serves as the primary contact for IT support across North American sites and requires regular in-office presence.

You will manage devices, Microsoft 365, Entra ID, and ITSM tickets, with opportunities to contribute to security initiatives. Travel to other US and Canadian sites is expected, and a comprehensive benefits package is offered.

Qualifications

• 2-3 years of experience in an IT support or helpdesk role.
• Strong working knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).
• Hands-on experience with Microsoft Entra ID (Azure AD) — user and group management, MFA.
• Proficient in supporting Windows 11 endpoints in a corporate environment.
• Experience working with an ITSM/ticketing platform (FreshService, ServiceNow, Jira).
• Strong communication skills and ability to explain technical issues to non-technical users.

Responsibilities

• Serve as the first point of contact for IT support requests from North American staff via ITSM platform, resolving incidents and service requests.
• Provide on-site support at the Pineville, NC office, with regular planned visits to other US and Canada locations.
• Manage and support end-user devices - Windows 11 laptops, desktops, mobile devices, and peripherals - including setup, configuration, and troubleshooting.
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
• Support user lifecycle management: onboarding/offboarding, account provisioning, access requests, and license management in Entra ID.
• Maintain accurate asset and device records, keeping the asset management system up to date.
• Assist with IT projects and rollouts as directed by the Global IT Manager.
• Follow and contribute to IT processes and documentation, including change management procedures and standard operating procedures.
• Escalate complex or unresolved issues to the UK-based team promptly and with clear information.
• Liaise with local suppliers and contractors.
• Support cybersecurity awareness and compliance at North American sites.

Skills

Excellent communication

Organized / self-motivated

Willingness to travel

Strong problem solving

Tools

Microsoft 365 administration

Microsoft Entra ID (Azure AD)

Windows 11 support

ITSM platforms (FreshService, Jira, etc.)

Job description

IT Support Engineer

Location: Pineville, NC. Hybrid - 4 days per week in the office

Travel Requirements: Regular travel to other US and Canada sites

Annual Salary Range: $50,000 - $57,000 plus bonus potential

Who We Are

Western Global delivers best-in-class storage solutions with speed and precision wherever and whenever power, fuel, and water are needed around the world. Our responsiveness and commitment to customer satisfaction have fueled our significant growth.

Role: IT Support Engineer

Location: Pineville, NC. Hybrid - 4 days per week in the office

Travel Requirements: Regular travel to other US and Canada sites

Reports To: Global IT Manager

Annual Salary Range: $50,000 - $57,000 plus bonus potential

Who We Are

Western Global delivers best-in-class storage solutions with speed and precision wherever and whenever power, fuel, and water are needed around the world. Our responsiveness and commitment to customer satisfaction have fueled our significant growth.

Attracting and retaining great people is critical to our strategy. Our values of caring, fearlessness, resilience, responsiveness, and accountability define how we behave and interact internally and with our stakeholders.

About the Role:

We are looking for a motivated and technically capable IT Support Engineer to join our Global IT team. Based at our Pineville, NC office, you will be the primary point of contact for IT support across Western Global's North American operations covering users across multiple US and Canadian sites.This is a hands-on role that demands someone who is organized, self-directed, and comfortable operating with a degree of autonomy, while maintaining clear communication with the wider team.

Key Responsibilities:

• Serve as the first point of contact for IT support requests from North American staff via our ITSM platform (FreshService), resolving incidents and service requests to agreed SLAs.
• Provide on-site support at the Pineville, NC office, with regular planned visits to other US and Canada locations.
• Manage and support end-user devices - Windows 11 laptops, desktops, mobile devices, and peripherals - including setup, configuration, and troubleshooting.
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
• Support user lifecycle management: onboarding/offboarding, account provisioning, access requests, and license management in Entra ID.
• Maintain accurate asset and device records, keeping the asset management system up to date.
• Assist with IT projects and rollouts as directed by the Global IT Manager.
• Follow and contribute to IT processes and documentation, including change management procedures and standard operating procedures.
• Escalate complex or unresolved issues to the UK-based team promptly and with clear information.
• Liaise with local suppliers and contractors.
• Support cybersecurity awareness and compliance at North American sites.
  
  

What will give you the edge:

Essential

• 2-3 years of experience in an IT support or helpdesk role.
• Strong working knowledge of Microsoft 365 administration (Exchange, Teams, SharePoint, OneDrive).
• Hands-on experience with Microsoft Entra ID (Azure AD) - user and group management, conditional access, MFA.
• Proficient in supporting Windows 11 endpoints in a corporate environment.
• Experience working with an ITSM/ticketing platform (e.g. FreshService, ServiceNow, Jira).
• Strong communication skills, with the ability to explain technical issues clearly to non-technical users.
• Highly organized, self-motivated, and able to manage a varied workload with minimal supervision.
• Willingness to travel regularly to other North American sites. Applicants must hold a valid passport or be willing to obtain one.
  
  

Desirable

• Experience with Microsoft Intune - device enrolment, compliance policies, and app deployment.
• Exposure to cybersecurity tools or endpoint detection and response (EDR) platforms.
• Experience working within a multi-site or international IT function.
• Microsoft certifications (e.g. MS-900, MD-102) are a plus.
• Experience supporting mobile device fleets.
  
  

What can we offer you in return for your talents?

We offer a market competitive pay and benefits program, as well as opportunities for advancement, knowledge and skills development, and recognition of achievements. In addition, we offer the following benefits to our employees:

• 20 days of vacation plus national holidays
• Medical, dental, vision, life insurance, and short-term disability coverage
• Performance-based bonuses, annual salary reviews, referral incentives, and flexible spending accounts
• 401(k) retirement savings program
• Paid volunteer time, enhanced parental leave, and ongoing training and development opportunities.
  
  

Western Global is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, colour, religion, national origin, gender, sexual orientation, gender identity, disability, military/veteran status or other characteristics protected by law.

Office/Administrative Physical Demands and Working Environment

The employee must be able to sit for prolonged periods, use standard office equipment, and occasionally lift up to 25 pounds. Work is performed in a variety of environments including offices, workshops and occasionally, event settings. The role requires the ability to maintain situational awareness and comply with all applicable safety policies.