Mac Desktop Support Engineer (Hybrid/Remote)

Newrelic; United States; Remote; USD 5,935,000 - 7,418,000; Full time

Benefits offered by this job

Healthcare

Dental

Vision

Parental leave

Mental health benefits

401(k) match

11 paid holidays

Volunteer time off

Paid time off

Job summary

New Relic, a global observability leader, seeks a highly motivated IT Support Specialist to join our IT Support team in San Francisco. This role blends Tier 1 and Tier 2 technical support, with opportunities to spearhead projects, learn new platforms, and collaborate with cross-functional teams.

You will provide front-end and back-end support in a primarily Mac environment, working from the SF office at least three days per week and offering remote support to New Relic employees worldwide.

Qualifications

• 5+ years of experience supporting Mac hardware.
• Deep expertise with SaaS applications (e.g. Google Workspace, Okta, Slack, JSM).
• Familiarity with generative copilot platforms (Moveworks).
• Network knowledge and troubleshooting.
• Familiarity with JAMF Pro.

Responsibilities

• Provide front-end and back-end IT support in a Mac environment.
• Work from the San Francisco office at least 3 days per week; remote support globally.
• Respond to internal support inquiries via in-person, Slack, or email.
• Configure and deploy IT hardware and peripherals.
• Provide software installation, configuration, and troubleshooting.
• Manage user accounts and system access; support events via Google Meet.
• Maintain hardware inventory and use JSM for ticketing.
• Collaborate with Security and Facilities; participate in on-call rotation.

Skills

Mac support

SaaS apps

Empathy

English communication

Problem solving

Leadership

Tools

JAMF Pro

Google Workspace

Okta

Slack

JSM

Moveworks

Job description

New Relic, a global observability leader, seeks a highly motivated IT Support Specialist to join our IT Support team in San Francisco. This role blends Tier 1 and Tier 2 technical support, with opportunities to spearhead projects, learn new platforms, and collaborate with cross-functional teams.

You will provide front-end and back-end support in a primarily Mac environment, working from the SF office at least three days per week and offering remote support to New Relic employees worldwide.