IT Support Engineer

Cognitive Group | Part of the Focus Cloud Group; San Jose (CA); On-site; USD 75,000 - 105,000; Full time

Job summary

Cognitive Group | Part of the Focus Cloud Group in San Jose is seeking an IT Support Engineer with a strong focus on macOS and iOS to provide frontline 1st and 2nd line support for international teams. The role blends hands-on end-user support with basic systems administration in a fast-paced, high-tech environment.

You will manage Apple hardware setup, run MDM for Apple devices, and help configure GSuite, Slack, and Jira.

Qualifications

• 1–2 years in an IT support or systems administration role (internships/apprenticeships welcome).
• Strong hands-on experience with macOS and/or iOS in a support capacity.

Responsibilities

• Provide 1st and 2nd line support for macOS laptops and iOS devices, plus Windows and Linux as needed.
• Manage onboarding and offboarding tasks including Apple hardware setup and account provisioning.
• Maintain and monitor endpoint management systems (MDM for Apple devices) and assist with configuration of business tools (GSuite, Slack, Jira).
• Support access controls, VPNs, and basic network issues; assist in A/V setups in meeting rooms (Google Meet, MS Teams).
• Contribute to IT documentation and knowledge base; track issues via Jira/ServiceNow.

Skills

macOS

iOS

Windows

Linux

Networking

SSO

MFA

Jira

ServiceNow

Tools

MDM for Apple devices

GSuite

Slack

Jira

ServiceNow

Job description

Join a cutting-edge robotics and artificial intelligence company at the forefront of innovation, with dynamic ties to the tech and automotive industries.

We’re looking for a proactive and people-focused IT Support Engineer with a strong focus on macOS and iOS environments to provide exceptional 1st and 2nd line support across their international teams.

This role offers a unique opportunity to be part of a fast-paced, high-tech environment—and includes international travel to support the business’s global teams and operations.

Below is an outline of the key skills that will be essential for this person:

End-User Support

• Provide timely technical assistance with a primary focus on macOS laptops and iOS mobile devices, alongside Windows and Linux support.
• Troubleshoot macOS- and iOS-specific hardware and software issues, escalating where necessary.
• Manage onboarding and offboarding tasks, including Apple hardware setup and account provisioning.

IT Systems & Tools

• Maintain and monitor endpoint management systems (e.g., MDM for Apple devices, patching, asset inventory).
• Assist with configuration and maintenance of business tools (e.g., GSuite, Slack, Jira).
• Support access control and identity management systems (SSO, MFA, user permissions).

Network & Infrastructure

• Conduct basic troubleshooting for network issues (Wi-Fi, VPN, wired).
• Help manage A/V equipment in meeting rooms, including Google Meet and Microsoft Teams setups.

Documentation & Process

• Contribute to internal IT documentation and the knowledge base, especially around macOS and iOS best practices.
• Track and resolve IT issues via our ticketing system (e.g., Jira, ServiceNow).

Team Collaboration

• Partner with IT, Security, and Facilities teams to support seamless daily operations.
• Assist in company-wide IT initiatives and system rollouts.

Skills & Experience

• 1–2 years in an IT support or systems administration role (internships/apprenticeships welcome).
• Strong hands‑on experience with macOS and/or iOS in a support capacity.
• Comfortable working with macOS and/or Linux operating systems.
• Basic understanding of networking (IP, DNS, DHCP, VPN).